Cage Training Manager

About the role

It is the primary responsibility of the Cage Training Manager to design, develop, implement and maintain an effective training program for the cage department to enhance members’ skills and performance that meet the department’s organizational goals and objectives. Identify training needs, create and maintain learning manuals, materials, department Standard Operating Procedures, and facilitate training sessions, and evaluate members training to ensure their effectiveness to support cage operations growth and company success. Additionally, the Training Manager will assist with the daily operations of the cage, manage all cage assets and lead the Cage Shift Managers toward a successful completion of daily cage operations while maintaining compliance with all Federal, State and local gaming regulations in addition to delivering exceptional guest service to all internal and external patrons.

Responsibilities

• Design, develop, implement, and maintain a training program using various instructional techniques and formats, including system training, classroom training, manuals/modules, Standard Operating Procedures (SOPs), e-learning, workshops, and hands-on training
• Collaborate with subject matter experts, trainers and stakeholders to ensure training content is accurate, relevant and engaging
• Assess training needs and develop comprehensive training sessions to address skill gaps and support organizational goals and objectives
• Evaluate training effectiveness through assessments and feedback to measure learning outcomes and make continuous improvements
• Provide train-the-trainers sessions, coaching and support to trainers, facilitators and participants to ensure consistent training and successful implementation of training programs
• Facilitate training sessions and workshops, ensuring participants a positive and interactive learning experience
• Manage logistics training, including scheduling, facilities, materials and resources
• Create, review, update, and maintain cage manuals, learning modules, SOPs and reference guides
• Conduct FBLV Guest Service Standards training for cage Members
• Conduct Department New Hire Onboarding to include reviewing company and departmental policies and procedures, new hire scheduling, requesting cage member IT access for all systems, applications, and programs based on the Member's role
• Assist with system and application implementation, upgrades, testing, etc.
• Assist with cage projects, maintaining equipment, ordering cage supplies, and other cage related duties as assigned
• Oversee the daily shift operations of the Casino Cage consistent with the strategic plan and vision for the department and organization
• Delegate tasks and shift assignments, meeting deadlines related to those assignments; oversee scheduling and shift reports, and ensuring transactions are completed in accordance with Title 31 compliance and Internal Control Standards
• Perform leadership duties including but not limited to interviewing, hiring, and onboarding of new Members, as well as training and corrective action of current Members
• Foster a work environment that promotes teamwork, performance, feedback, recognition, and mutual respect
• Work closely with various departments to provide efficient, effective, and an exceptional level of guest service; collaborate to improve processes around departmental policies and procedures, cash handling, and compliance with all regulatory bodies
• Adhere to and ensure compliance with all AML Standard Operating Procedures, Internal Controls, MICS, and Nevada Gaming Regulations which include Nevada Gaming Control Board, IRS, and Title 31 requirements
• Adhere to and follow all laws and regulations pertaining to underage gambling; take necessary precautions to ensure minors are not allowed to gamble
• Maintain confidentiality of patron and Member information and pertinent casino data
• Supervise positions including, but not limited to, Cage Shift Manager, Cage Cashier, and Senior Cage Cashier

Requirements

• Must be at least 21 years of age
• Bachelor’s Degree in Business, Finance, or related major; or equivalent experience preferred
• Three (3) years prior experience in casino cage and/or casino credit for a large-scale resort and casino while in a leadership position preferred
• Strong knowledge of instructional design principles, adult learning theory
• Familiarity with competency-based training and performance management
• Excellent presentation and facilitation skills, with the ability to engage and motivate learners
• Ability to assess training needs and develop training plans in the company
• Strong leadership and team management abilities to inspire and motivate others
• Strong communication and interpersonal skills, with the ability to work effectively and establish credibility with diverse groups of people
• Strong organizational and project management skills
• Working knowledge of learning management systems (LMS) and other training technology platforms, Microsoft Applications and operating systems
• On-going knowledge and understanding of company and departmental policies and procedures, all AML Standard Operating Procedures, Internal Controls, MICS and Nevada Gaming Regulations which include the Nevada Gaming Control Board, IRS, and Title 31, as well as all state and federal regulations
• Ability to make resourceful decisions with emphasis on guest service, compliance of regulations, and protection of company assets
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
• Ability to work with others, communicate well, give direction, review work of others, provide guidance and counsel when needed to achieve departmental and company goals
• Ability to interact appropriately and effectively with guests, management, other members, and outside contacts
• Ability to communicate clearly and effectively utilizing English, both in spoken and written form
• Maintain a professional, neat and well-groomed appearance and demeanor adhering to company standards
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly, and communicate clearly
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Work in a fast-paced, busy, and engaging environment, while maintaining excellent customer service skills
• Must be able to work varied shifts, including nights, weekends and holidays
• Must be able to qualify for licenses and permits required by federal, state, and local regulations
• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to read and communicate verbally in English; written communication skills in English may also be required
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Physical demands: regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls; frequently required to reach with hands and arms and talk or hear; specific vision abilities include close vision and peripheral vision; must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds; must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces
• Work environment: noise level usually moderate; could be exposed to an environment containing unrestricted secondhand tobacco smoke