Cage and Guest Services Shift Manager

Zia Park Casino Hotel Racetrack • Hobbs, NM

69d • Onsite

About The Position

Responsible for supervising player services and mutuels staff and the overall daily management of a designated shift. Supports, administers and manages operational goals and monitors achievements of performance and profit objectives. Create effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction. Assists in conducting investigations into variances, violations of internal controls, and violation of reporting requirements. Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. 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. Responsible for securing the integrity of all assets and oversees balancing of all cage banks. Promote a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members. Acquire new players through the continuous promotion of the Mychoice card program and the special benefits of card membership. Responsible for operation supply inventory. Ensures team members have the tools needed to do their jobs to maximize efficiently on assigned shift. Responds to guest inquiries while monitoring and applying service recovery within authorized levels. Prepare/review currency transactions reports on assigned shift. Verify vault accountability at end of shift on assigned shift. Verification of main bank and window cashier drawers. Review of multiple transactions logs for accuracy on assigned shift. Responds to guest inquiries while monitoring and applying service recovery within authorized levels. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. Ensures all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures. Maintains strict confidentiality in all departmental and company matters. Responsible for running post times during live race days. Licensed as a nominations secretary and responsible for entering payments and communicating with horse owners and trainers on payments due and late payment fees. Responsible for ensuring simulcast TV’s are functioning during operating hours.

Requirements

• Must be at least 21 years of age.
• Associate’s degree (A. A.) or equivalent; or two to four years related customer service experience and/or training; or equivalent combination of education and experience.
• Proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
• Excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems).
• 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.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.
• Regularly required to stand and use hands to finger, handle, or feel objects, or controls.
• Frequently required to reach with hands and arms and talk or hear.
• Close vision, color vision, and peripheral vision.
• 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.
• 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.

Responsibilities

• Supervising player services and mutuels staff and the overall daily management of a designated shift.
• Supporting, administering and managing operational goals and monitoring achievements of performance and profit objectives.
• Creating effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Conducting investigations into variances, violations of internal controls, and violation of reporting requirements.
• Assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Supporting, actively promoting, and demonstrating superior customer service in accordance with department and company standards and programs.
• Ensuring customer service standards are followed by all team members and addressing issues as they arise.
• Securing the integrity of all assets and overseeing balancing of all cage banks.
• Promoting a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Acquiring new players through the continuous promotion of the Mychoice card program and the special benefits of card membership.
• Ensuring team members have the tools needed to do their jobs to maximize efficiently on assigned shift.
• Responding to guest inquiries while monitoring and applying service recovery within authorized levels.
• Preparing/reviewing currency transactions reports on assigned shift.
• Verifying vault accountability at end of shift on assigned shift.
• Verification of main bank and window cashier drawers.
• Reviewing multiple transactions logs for accuracy on assigned shift.
• Ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
• Ensuring all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
• Maintaining strict confidentiality in all departmental and company matters.
• Running post times during live race days.
• Entering payments and communicating with horse owners and trainers on payments due and late payment fees as a licensed nominations secretary.
• Ensuring simulcast TV’s are functioning during operating hours.
• Staff development and training programs.
• Rewards and recognition program to maximize employee engagement.
• Evaluating team members within department and delivering constructive feedback to employees in regards to performance.
• Providing recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Managing work procedures and expediting workflow.
• Providing recommendation for employee performance (disciplining, coaching, and counseling).

Benefits

• Wellness programs designed to support our team members' financial, physical, and mental well-being.
• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree