Cage & Player Services Supervisor

Description Job Overview: The Cage and Player Services Supervisor oversees and manages the day-to-day operations of the Player Services department (Cage Cashiering, Credit, and Players Club), while ensuring the Main Bankers, Player Services Representatives and Lead Player Services Representatives adhere to all departmental SOPs, COM, guest service standards and compliance regulations. The Cage and Player Services Supervisor is responsible for securing company funds and accountability of all monies and routing of paperwork. Must be self-motivated, detail orientated, and able to work successfully with minimal supervision. Purpose 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. Value System 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. Duties And Responsibilities Manages the day-to-day operations of Player Services; Works in the capacity of subordinates as neededMaintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotionsEnsures all departmental SOPs, COM, ICS, MICS, and compliance regulations are strictly adhered to; Supervises Player Services Reps, Lead Player Services Reps, and Main Bankers, to ensure that they are in compliance with policies and proceduresEnsures effective communication with other departments; Interacts with department manager by providing pertinent informationAssists manager in maintaining security and accountability of casino funds located in the Player Services area during assigned shiftProvides on-going training and information to new and existing personnel; Conducts employee counseling/coaching and disciplinary action when necessaryHelps resolve any overage/shortages that may occur during their shiftHandles any customer inquiries or complaints and follows up with proper documentationAssists manager in scheduling staff according to company needs, approves or denies PTO requests and prepares employee evaluationsProvides prompt, friendly and courteous service to all guests in a confidential manner, and maintains the confidentiality of all gaming recordsProvides weekly performance reports and performs service audits on Player Service Representatives in sponsor groups on a weekly basisCompletes evaluations for representatives in sponsor groups based on performance metricsManages Leadership Development projects, including but not limited to scheduling and inventoryAuthorizes comps for guests as designated by managementAssists the Player Services Management Team in assuring that all team members provide excellent guest serviceMonitors and manages team member morale and departmental cleanlinessProactively submits recommendations for improvementOther duties and responsibilities as assigned Job Requirements: (please ensure you meet the listed requirements prior to applying) 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 employmentMust be twenty-one (21) years of age or olderAssociate’s Degree in Related field- requiredOR Two (2) years’ Supervisory experience- requiredOR One (1) year experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality Department- requiredOR Two (2) years’ experience in the hiring position’s Department- requiredTwo (2) years of high volume cash handling experience- requiredProficiency with 10 key calculator –a skills test will be administered and candidate must achieve at least 70% skills pass rate- requiredProficient in math - a skills test will be administered and candidate must achieve at least 70% skills pass rate- requiredKnowledge in Microsoft Word and Excel programsExperience working with coin and currency countersMust successfully pass job interview, including a guest service auditionMust have the ability to make precise decisions without compromising the integrity of the companyMust be able to lift a minimum of 50 poundsMust be able to get along well with all levels of the organization and excel in a team-oriented environmentExcellent oral and written English communication skillsMust be able to walk or stand for 100% of assigned shiftWilling to travel and participate in training as recommended or requiredWilling and able to work various hours and shifts, including nights, weekends, and holidaysMust have an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position Base Pay Compensation: $22.40 – $27.60 per hour, with starting pay based on factors such as experience, qualifications, and skills.Benefits: Eligible full-time employees may choose from a comprehensive benefits package that includes medical, dental, vision, and life insurance, along with a Flexible Spending Account (FSA). Additional benefits include an Employee Assistance Program (EAP), paid time off, a 401(k) plan with company match, shift differential pay, and discretionary quarterly bonus opportunities.