Player Services Shift Manager

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The Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department, while ensuring that the Supervisors, Leads, Player Services Representatives and Concierge adhere to all departmental SOPs, guest service standards and compliance regulations.

The Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department, while ensuring that the Supervisors, Leads, Player Services Representatives and Concierge adhere to all departmental SOPs, guest service standards and compliance regulations.

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

• Manages the day-to-day operations of Player Services;
  Works in the capacity of subordinates as needed
• Maintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotions
• Ensures all departmental SOPs, and compliance regulations are strictly adhered to;
  Manages Supervisors, Player Services Reps, and Concierge to ensure that they are in compliance with policies and procedures
• Ensures effective communication with other departments;
  Interacts with department manager by providing pertinent information;
  Assist other departments as needed
• Assists manager/director in maintaining security and accountability of casino funds located in the Player Services area during assigned shift
• Provides on-going training and information to new and existing personnel
• Conducts employee counseling/coaching and disciplinary action when necessary
• Helps resolve any overage/shortages that may occur during their shift
• Handles any customer inquiries or complaints and follows up with proper documentation
• Assists manager in scheduling staff according to company needs, approves or denies PTO requests and prepares employee evaluations
• Provides prompt, friendly and courteous service to all guests in a confidential manner, and maintains the confidentiality of all gaming records
• Provides weekly performance reports and performs service audits on Player Service Representatives in sponsor groups on a weekly basis
• Completes evaluations for representatives in sponsor groups based on performance metrics
• Manages Leadership Development projects, including but not limited to scheduling and inventory
• Authorizes comps for guests as designated by management
• Assists the Player Services Management Team in assuring that all team members provide excellent guest service
• Monitors and manages team member morale and departmental cleanliness
• Proactively submits recommendations for improvement
• Other duties and responsibilities as assigned

• High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Bachelor’s Degree in Related Field AND two (2) years Supervisory experience - required
• OR Four (4) years’ experience in a Management position - required
• OR Three (3) years’ experience in a Supervisory position with Wind Creek Hospitality - required
• OR Six (6) years’ experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality Department - required
• OR Four (4) years’ experience in the hiring position’s Department - required
• Four (4) years of high volume cash handling experience - required
• Proficiency with 10 key calculator - a skills test will be administered and candidate must achieve at least 70% skills pass rate - required
• Proficient in math - a skills test will be administered and candidate must achieve…