Player Services - Player Services Supervisor

Starting Wage: $60,603.38 annual salary

The Player Services Supervisor oversees daily operations of the Player Services Department, responsible for overseeing daily cash transactions, ensuring the security and accuracy of financial operations within the Player Services Department, and leading a team of Player Services Team Members and Main Bankers.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Oversees the daily activities of the Player Services staff, ensuring proper cash handling, transaction processing, and adherence to casino policies.
• Provides guidance and determines the training needs of Player Services cashiers, ensuring they understand procedures and customer service expectations.
• Monitors team performance, provides feedback, and addresses operational concerns or issues.
• Ensures compliance with internal controls, gaming regulations, and company policies.
• Ensures all financial transactions are processed accurately, including but not limited to cash exchanges, player transactions, check cashing, and credit card transactions.
• Reconciles cash drawers at the start and end of shifts to ensure the accuracy of the Player Services balance.
• Greets and assists guests with transactions, addresses inquiries, and resolves issues or concerns professionally and courteously.
• Ensures customers receive prompt, accurate, and efficient service per the casino's customer service commitments.
• Resolves customer complaints or issues in a timely and respectful manner.
• Monitors the security of cash-handling processes and ensure that all Player Services transactions comply with casino policies, gaming regulations, and federal requirements.
• Assists in preparing and submitting cash and currency reports, ensuring accuracy and completeness.
• Assists in audits and reconciliations as necessary, ensuring the Player Services complies with regulatory standards.
• Assists in ordering, tracking, and storing VLT paper, cash, and other financial resources.
• Accountable for providing supporting documentation for Title 31, customer dispute and revenue audit requests.
• Ensures the cleanliness and organization of the Player Services area, maintaining a professional and efficient working environment.
• Coordinates with other departments (e.g., finance, security, EGM) to ensure a seamless operation of Player Services, ATMs, and Kiosks.
• Processes jackpots, performs soft count buys, fills and balances kiosks.
• Issues restaurant banks to F&B Team Members and cash wallets to EGM Team Members.
• Determines the amount of and prepares daily deposits for pickup.
• Counts and records blind drop figures for all necessary outlets.
• Maintains awareness of and effectively communicates to other staff, property-wide/company promotions, events, and programs.
• Provides information and explains Players Club benefits, property amenities & marketing programs to our guests.
• Conducts and coordinates meetings with team members quarterly for feedback, monthly for development, and weekly 1-1s with leaders.
• Ensure that all fellow team members will adhere to and deliver Superior Guest services striving to exceed our internal and external guest expectations.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor.   The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods.

EXPERIENCE, EDUCATION AND ELIGIBILITY

• Minimum age requirement for this position is 21 years old.
• High School Diploma or equivalent preferred.
• Minimum of 3 years supervisory experience in guest services environment/cash handling role or equivalent combination of education and experience.
• Must participate in Title 31 training once a year.
• Possess or obtain a Food Handlers Card within 30 days of employment.
• Thorough understanding of computer programs, including all windows applications required, with an emphasis on Microsoft Word and Excel.
• Must be highly organized and detail oriented.
• Must clearly understand Players Services operations and accounting system.
• Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
• Comply with pre-employment, random and reasonable suspicion alcohol and drug testing.
• Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission.
• Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.  

PHYSICAL REQUIREMENTS

• Must be able to sit, stand, and/or walk for up to 10 hours.
• Must be able to carry, reach, twist, bend, and squat frequently.
• Must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 75 pounds with assistance as needed.

SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1, “Be Kind. Always.” Your commitment will help us meet our Purpose. 

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.