Cage-Player Services Supervisor

PRIMARY PURPOSE:
Oversee the accurate and efficient operations of cage- player services activities, including credit and collections, while providing excellent guest service.

Position Status: Full-Time
Location: Gold Strike Casino - Tunica, MS

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Ensures compliance with all federal, state, and local laws, regulations, and ordinances, as well as company and departmental policies, practices, and procedures.
• Identifies, develops, and implements process efficiencies.
• Supervises and directs the work of staff which includes setting work priorities; scheduling and approving work assignments, timecards, leave requests and shift changes; evaluating, orienting, counseling, and training staff members.
• Completes job appraisals, corrective actions, variance research, and attendance tracking for department.
• Completes credit-related transactions accurately and completely.
• Creatively resolves or rectifies guest and employee disputes and complaints within scope of authority, escalating anything outside of scope of authority to proper management.
• Implements and oversees rewards program. 
• Compiles and analyzes daily, weekly, and monthly reports and/or paperwork. 
• Oversees ATM and kiosk cash levels and balances as necessary, completes closeout processes for staff; verifies cash deposits and conducts promotional drawings. Researches any closing variances for cashiers or equipment.
• Verifies cashier closeouts, vault deposits, cashier payouts, etc.
• Ensures equipment required for guest financial services (ATM, Check Cashing, Cash Advance, Ticket Redemption, etc.) is functioning as designed.  Conducts maintenance to equipment, such as changing hardware, troubleshooting guest issues or hardware malfunctions, etc.
• Ensures currency transaction information is provided to applicable departments for completion of reports.
• Writes checks and ensures distribution of required paperwork for winnings over set thresholds. 
• Audits promotional inventory.
• Gathers requested information for company audits.
• Conducts daily departmental audits, including, employee paperwork, departmental paperwork, etc.
• Ensures integrity and confidentiality of casino and guest information.
• Must be observant of your surroundings and proactively respond to the needs of the department. Including, but not limited to, monitoring and enforcing break schedules.
• Inputs, reviews, and monitors information in the IGT Patron, CTA, and casino credit systems.
• Updates leadership on guest information that is modified during your shift.
• Answers cage/credit/promotional related phone calls, potentially multiple lines at once.
• Coordinates, gathers, and enters data from credit applications into the computerized system; maintains customer credit files with updated information as prompted by computerized system.
• Verifies and updates player information and history in both the gaming and player systems.
• Performs other job-related duties as assigned.

SUPERVISION:

• Lead and/or guide the work of other employees.

MINIMUM REQUIREMENTS:

• High School Diploma or General Education Degree (GED)
• One (1) year of cash handling and/or guest service experience or equivalent combination of education and experience.

PREFERRED:

• One (1) year Supervisory experience.

CERTIFICATIONS, LICENSES, AND REGISTRATIONS:

• Ability to obtain and maintain licensing by the appropriate gaming authority.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge and understanding of accounting, gaming, and regulatory requirements related to casino services operations including Title 31.
• Knowledge of principles and processes for providing excellent guest service.
• Ability to remain calm and professional under stressful conditions and during stressful interactions.
• Effective written and verbal communication, presentation, and computer skills including knowledge of all Microsoft Office products.
• Ability to communicate and express thoughts and ideas in a clear and concise manner, both in writing and verbally.
• Excellent money and chip handling skills with demonstrated ability to maintain order and accuracy. 
• Excellent analytical and organizational skills.
• Ability to communicate clearly and effectively with all levels of the organization and to develop and maintain working relationships with management.
• Lead by example and must be approachable and readily available to staff. 
• Ability to lead, mentor and advise large teams.
• Ability to deliver a level of service which creates an atmosphere that makes our guests want return, providing each guest a positive, memorable entertainment experience.
• Ability to make sound decisions when involving guest service.
• Ability to prioritize work and successfully meet deadlines in a fast-paced environment.
• Present a pleasant, professional appearance.
• Maintains a friendly, upbeat attitude with a smile through adverse situations. 

WORKING CONDITIONS:

*This is not intended to include every duty or responsibility of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.

This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoke and/or vape vapors. An ability to work a flexible schedule, including extended hours, weekends, and holidays is required.  Some travel may be required.