PLAYER SERVICES MANAGER

About the Role

WE’RE CHANGING ENTERTAINMENT. COME JOIN US. Don’t just work. Work Happy. A career in gaming? At Zia Park Casino we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

Essential Duties and Responsibilities

• Responsible for supervising, managing, scheduling, and directing team members assigned to Player Services, Cage, and Vault operations.
• Develops, implements, and manages departmental operational goals and monitors performance, productivity, guest service, compliance, and financial objectives.
• Creates effective and efficient schedules that maintain appropriate staffing coverage, control labor costs and overtime, meet business needs, and support guest satisfaction.
• Establishes, implements, and consistently enforces departmental procedures for Cage, Vault, and Player Services operations in accordance with company policies, approved internal controls, the property’s Anti-Money Laundering program, and all applicable regulatory requirements.
• Maintains required departmental records and supporting documentation and ensures transactions are completed accurately, properly authorized, and retained in accordance with established record-retention requirements.
• Reviews departmental exception reports, transaction activity, variances, and supporting documentation; investigates discrepancies, reporting failures, and control violations; and ensures issues are documented, escalated, and resolved in a timely manner.
• Ensures appropriate segregation of duties, system access, transaction limits, approval levels, and dual-control procedures are maintained to safeguard company assets and support the integrity of Cage, Vault, and Player Services operations.
• Oversees the security and integrity of departmental assets, including the balancing and accountability of cage banks, vault inventories, and other assigned funds and negotiable instruments.
• Reviews and approves cage and vault documentation within established authorization levels and ensures required approvals and supporting records are complete.
• Oversees compliance with Currency Transaction Report (CTR), Suspicious Activity Referral Committee (SARC), multiple transaction log, and other Anti-Money Laundering requirements, including transaction identification and aggregation, documentation review, timely escalation, required training, and record retention.
• Monitors for and documents suspicious or unusual activity and cooperates with Compliance on investigations and regulatory filings.
• Ensures potential concerns are promptly escalated to Compliance and property leadership in accordance with established procedures.
• Responds to requests from Revenue Audit, Compliance, Internal Audit, external auditors, and regulatory agencies.
• Assists with investigations and ensures audit findings, documentation deficiencies, and control weaknesses are addressed through timely corrective action.
• Ensures compliance with all federal, state, local, regulatory, and company requirements within the area of responsibility and reports potential violations or material concerns to Executive Management, the General Manager, and Compliance, as appropriate.
• Oversees Cage and Player Services transactions and guest support, including ticket redemption, gaming-related payments, check cashing, credit card cash advances, front-money or safekeeping activity, player account assistance, and PENN Play services, as applicable to property operations.
• Resolves or appropriately escalates guest disputes and transaction issues involving Cage, Vault, or Player Services while maintaining established authorization limits, internal controls, and customer-service standards.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Ensures customer-service standards are followed by all team members and addresses issues as they arise.
• Promotes enrollment and participation in the PENN Play program and ensures team members accurately communicate program benefits and provide appropriate player-account assistance.
• Acts as a liaison with Marketing and other operating departments to ensure programs, promotions, events, and operational changes are communicated and executed effectively.
• Oversees the proper use and operation of Cage and Player Services systems and equipment, including system access and user permissions.
• Coordinates the escalation of system or equipment outages and ensures established business-continuity procedures are followed.
• Manages departmental supply and equipment inventories to ensure team members have the resources necessary to perform their duties safely, accurately, and efficiently.
• Ensures team members receive appropriate training and demonstrate proficiency in departmental systems, equipment, internal controls, Anti-Money Laundering requirements, guest-service standards, and operating procedures.
• Conducts regular team meetings and shift communications to ensure operational updates, procedural changes, compliance requirements, promotions, and property activities are clearly communicated and consistently executed.
• Monitors attendance, performance, overtime, and labor productivity and addresses team-member matters within the position’s established authority.
• Promotes team-member development through ongoing coaching, cross-training, recognition, and succession planning to support operational continuity and employee engagement.
• Participates in departmental and property leadership meetings and serves as an operational escalation point for Cage, Vault, and Player Services matters during assigned working hours.
• Assists with the departmental budget process, provides recommendations, monitors results against budget, and promptly reports significant concerns or variances to the Director of Finance.
• Maintains strict confidentiality in all departmental, guest, team-member, and company matters.
• Works effectively under pressure and meets multiple and sometimes competing deadlines while consistently demonstrating ethical, professional, diplomatic, and cooperative behavior with guests, team members, and leadership.
• Adheres to all department and company policies and procedures and follows all position-specific safety, cleaning, sanitation, and personal protective equipment requirements.
• Performs other duties as assigned by department or company management.
• This position has supervisory responsibilities of Player Service Representatives, Player Services Supervisors, and Vault.

Supervisory Responsibilities

• Responsible for team-member development, training, cross-training, and succession planning programs.
• Administers recognition and engagement initiatives in accordance with company programs.
• Evaluates team-member performance and provides timely, constructive feedback.
• Interviews candidates and makes hiring and staffing recommendations in accordance with established authority and company policy.
• Plans, assigns, schedules, and directs work to meet operational and business needs.
• Establishes work procedures, monitors workflow, and takes action to improve efficiency and consistency.
• Addresses attendance and performance concerns and administers coaching, counseling, and corrective action within established authority and in coordination with Human Resources, as required.

Qualifications

• Must be at least 21 years of age.
• Bachelor’s degree from an accredited four-year college or university, or a minimum of four years of related customer service, cage, vault, financial-services, gaming, or supervisory experience and/or training, or an equivalent combination of education and experience.
• Must be proficient in Microsoft Office applications, email, databases, spreadsheets, word-processing software, and applicable Cage and Player Services systems.
• Must possess excellent verbal and written communication, organization, analytical, and problem-solving skills.
• Must be able to work all shifts, including holidays, nights, weekends, and overtime, as business needs dictate.
• Ability to write reports, business correspondence, training materials, and departmental procedures.
• Ability to effectively present information and respond to questions from team members, managers, guests, auditors, regulators, and the general public.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals and to compute rates, ratios, and percentages.
• Ability to interact with guests, team members, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of cash-handling equipment and systems, which may include currency counters, jet sort equipment, coin equipment, 10-key, ticket-redemption systems, and credit-card cash-advance systems.
• Working knowledge of internal controls, cash accountability, Title 31 and Anti-Money Laundering requirements, audit practices, and applicable gaming regulations is preferred.
• Must be able to qualify for and maintain all licenses and permits required by federal, state, and local regulations.

Language Skills

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