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Shift Manager, Player Services

The Player Services Shift Manager is 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 during assigned shift. Also serves as guest contact and assists Player Services Representatives and Marketing as needed.

Essential Duties and Responsibilities

• Supervises and leads a team of players club representatives to ensure that Team Members receive leadership, guidance, and resources to accomplish established objectives.
• Analyzes daily operations, such as cash reconciliation accuracy, to create maximum efficiency while maintaining a high level of guest service.
• Ensures the integrity of all financial data by managing daily cash activities, including cash reconciliation, vault management, and cashiers' operations.
• Oversees the implementation and maintenance of cash management systems, including currency counters, coin sorters, and electronic funds transfer (EFT) terminals while identifying opportunities to leverage technology to enhance operations.
• Assists property leadership with the development and implementation of policies and procedures to optimize operational efficiency and guest satisfaction.
• Assists property leadership with notification of low inventory by providing recommendations, supporting compliance to budget initiatives, and reporting concerns to management.
• May function as a Player Services Manager in the absence of a full time Player Services Manager.
• Reviews, coaches and documents the work activities of subordinate Team Members to ensure that work is being performed within the standards established by management.
• Maintains contact with Security, Surveillance and Revenue Audit Agents and the bank to locate variances and ensure proper handling of monies.
• Prepares daily reports on player services activity, including cash counts, variances, and transaction volumes.
• Assists in management of regulatory and internal control procedure audits. Researches and documents any findings. Follows up on corrective action and recommends policy as well as procedural changes to mitigate future deficiencies.
• Understands department objectives, standards, and guidelines to achieve effective supervision of department; adjusts daily schedule according to business levels.
• Monitors and evaluates overall company activities in relation to departmental operations to ensure integration of company needs with the services rendered.
• Works with customer relations issues that are beyond the authority of staff to resolve situations in an equitable manner.
• Ensures compliance with all gaming regulations, internal controls, and anti-money laundering (AML) policies.
• Actively supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs, while addressing concerns or issues as needed.
• Efficiently assists Player Services Representatives in daily tasks.
• Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns, and community events, including knowledge of running marketing events.
• Responsible for becoming an expert of the player tracking system software.
• May function as a Main Banker or Cashier / Teller as needed.
• Ensures proper staffing for OTB locations per VRC requirements and processes OTB Taxable wins as required.
• Performs other duties as assigned.

Required Skills and Abilities

Education and Experience

Physical Requirements & Working Conditions

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.