Shift Manager of Player Services

Requisition
5056
-Posted
09/18/2026

- Colonial Downs Group LLC

- Casino Cage

- Rosies Richmond

- VA Rosie's Richmond

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia:
Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, Virginia Horseplay, Roseshire Gaming Parlor and The Rose Gaming Resort. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration.

This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

Responsible for direct supervision of the player services team members in accordance with company Internal Control Policies and Procedures, state and federal regulations, Bank Securities Act, and the company’s Responsible Gaming Plan. Also serves as guest contact and key data entry personnel for Players Card database information.

Provides exceptional guest service and demonstrates #Add Life culture.
Motivates, trains, coaches, mentors, and directs Team Members.
Fosters a supportive and motivated work environment.
Assists with department standards, objectives, staffing, budgeting, and operations.
Maintains confidentiality per company policy and state regulations.
Reviews operations to improve staffing, working conditions, service, and profitability.
Ensures staff work meets established management standards.
Serves as Player Services Manager when needed.
Assists with audits, documents findings, follows corrective actions, and recommends improvements.
Manages schedules and daily operations based on business levels and department objectives.
Ensures credit and collection practices comply with company and regulatory requirements.
Safeguards large amounts of currency and prevents financial loss.
Prepares daily cash and electronic check deposits.
Enforces procedures and controls to protect company assets.
Monitors departmental credit and collection activities to support company operations.
Ensures compliance with gaming regulations and company policies.
Resolves escalated customer service issues fairly and effectively.
Approves guest check-cashing limits within established guidelines.
Identifies and gathers information on valuable guests through observation and service.
Performs accurate Player Club membership data entry.
Records, reports, and assists with maintaining database information.
Maintains knowledge of events, promotions, advertising, and community activities.
Maintains expert knowledge of player tracking system software.
Works with Security, Surveillance, and Banking to identify variances and ensure proper money handling.
Resolves issues within authority and escalates others with recommended solutions.
Performs Main Banker or Cashier/Teller duties as needed.
Keeps supervisor informed of relevant activities.
Performs other duties as assigned.

#Rosies

Regulatory and Compliance Responsibilities:
In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies,…