Player Services Shift Manager

Job Description

Position Summary:

Reporting directly to the Racino Controller, the Player Services Manager delivers truly great guest service while directing the Cashiering and Club JACK areas in a manner that safeguards the assets of the company. The Player Services Manager is responsible for the growth of gaming revenues through flawless execution of all the functions performed at the Club JACK and Cage Cashiers Center.

Essential Functions:

Provides administrative assistance and direction in the overall operation of assigned departments to ensure the most efficient and profitable operation and maintenance of high standards of quality and service

Manages and directs the day-to-day operations of areas of responsibility through assigned department leads and coaches

Coaching, guiding and instructing team members in the proper performance of their duties

Plans, develops, and implements revised procedures to improve the efficiency and profitability of assigned areas

Performs related duties as assigned

Acts as a role model and always present oneself as a credit to Thistledown and encourages others to do the same.

Responsible for cashiering operations including safeguarding assets

Management of cashiering variance policy and subsequent disciplinary measures

Provides labor analysis and ensures efficient utilization based upon business needs

Creates and executes plans and strategies to achieve Service goals

Plans and implements methods to improve team member satisfaction and morale

Fully integrates customer satisfaction strategy through anticipation of customer needs and service offerings

Provides analysis on strategic initiatives such as turnover, financial and operational goals

Participation in creation and management of department budget

Ensures training and compliance of regulatory standards

Responsible for team member development into leadership positions and the integration of departmental training efforts

Demonstrates strong leadership, analytical and decision making competencies.

Responsible for project management as assigned to include strategic financial and company initiatives

Oversees and/or personally gather all information that is necessary to establish, update and perform periodic review of Racino check cashing accounts for our gaming guests

This position will deal with the Credit and Collections Department, Accounting and Audit Departments and Regulatory Compliance Department extensively as well as have daily contact with Racino Hosts

The term “management” includes duties such as interviewing, training, selecting and adjusting hours of work

Directs the work of team members and maintains production

Appraises team member productivity and efficiency for purposes of recommending promotions or other changes

Handles team member complaints

Responsible for the execution of all aspects of the Club JACK program, vouchers and property promotional redemptions

Accepts responsibility of maintaining and supervising the Club JACK process

Provides weekly and monthly status reports on various procedures relating to the Club JACK program.

Monitors legal compliance with federal, state, and gaming laws

Ensures guest service standards are exceeded at all times and all departmental personnel are committed to excellence in the performance of their assigned duties

Maintains confidentiality of all matters regarding guests, team members and the business operation

Ensures data is accurate and maintains integrity of data

Is knowledgeable about competitors’ programs and can make favorable comparisons

Stays up to date on all aspects of property promotions and communicates information to both guests and team members

Serves as a role model to all team members at all times

Any other job duties as assigned.

Who We Are:

As a company, we are JACK Entertainment in case you couldn’t scroll up, we are a recognized leader in the gaming and hospitality industry and a champion for good in the community. We believe in making the company a great place to work and play! We make it easy to join in the fun, strive to amaze always, frequently challenge the status quo and regularly let our team members know they make a difference.

PERKS AND BENEFITS FOR BEING A TEAM MEMBER AT JACK:

Medical, Prescription Drug, Dental, and Vision Coverage

Life and Disability Insurance

Free Parking

Generous Paid Time Off Plan

Discounted Team Member Meals

Education Assistance up to $3,600 a year

401(k) Savings Plan and Match

Health and Safety Mandates Strictly Enforced

THE SMALL DETAILS:

There are a couple of things that we need from you to make sure you're the right candidate:

Knowledge, Skills & Abilities

General business and accounting knowledge with broad knowledge of Racino, VLT and rules, regulations, procedures and administration is preferred

Strong organizational, managerial and communication skills are required

Proven supervisory skills, primarily in the management of a large staff

Ability to get along with team members and work as a team

Must present a well-groomed appearance

Ability to work successfully with a variety of personality styles; ability to be flexible and perform various functions as necessary for the success of the department

Education and Experience:

High School Diploma or GED equivalent required

4 year College preferred

Minimum of 3 years progressively more responsible experience in Finance and Administration areas of the Racino/Casino industry is required

Required Certification/License:

Must be able to obtain an Ohio Lottery Commission license

Full-time