Cage/Player Services Assistant Shift Manager

Hollywood Casino Perryville • Perryville, MD

39d

About The Position

The Player Services/Cage Assistant Shift Manager (ASM) plays a vital part in ensuring the integrity of our assets and managing the balancing of cage banks. Responsibilities include running reports, maintaining knowledge of player tracking systems, and internal controls, and responding to guest inquiries while providing exceptional service. Additionally, the Player Services/Cage ASM oversees team member development, staffing, and the daily operations of Player Services.

Requirements

• Minimum of 18 years of age.
• High School diploma or GED required, or 1-2 years of customer service-related experience or an equivalent combination of education and experience.
• Flexibility to work all shifts, including holidays, nights, and/or weekends as business needs dictate.
• Must be detail oriented.
• Intermediate computer knowledge, to include MS Office products (such as Excel) and POS systems.
• Excellent skills in both written and oral communication in English.
• The ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
• The ability to respond to common inquires or complaints from quests, regulatory agencies, and community members in a diplomatic and tactful manner.
• The ability to perform basic math skills, such as adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• The ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form, with the ability to deal with problems involving several concrete variables in standardized situations.
• The ability to identify problems, collect data, analyze, and draw valid conclusions.
• The ability to regularly lift and/or move up to 10lbs, frequently lift and/or move up to 25lbs, and occasionally lift and/or move up to 50lbs.
• Must qualify for a license with the Maryland State Lottery Agency and meet any credentialling requirements of the Maryland Gaming Control Board.

Nice To Haves

• 1-2 years of supervisory experience in a cash-handling environment.
• Knowledge of Title 31 regulations.
• The ability to travel between properties served, as needed.
• Knowledge of Casino Operations software.
• The ability to write reports, business correspondence, and procedure manuals.

Responsibilities

• Maintain thorough knowledge of player tracking systems, internal controls, and policies/procedures, and make suggestions for improvement.
• Responsible for securing the integrity of all assets and oversees balancing of all cage banks.
• Run reports and verification information for patron Credit Line requests in accordance with directives.
• Ensure scheduling is commensurate with business levels and within budget.
• Respond to guest inquires while monitoring and applying service recovery within authority levels.
• Maintain strict confidentiality in departmental and company matters.
• Develop and maintain a good rapport with other departments and with external guests.
• Delegate work responsibilities and provides follow up and direction when necessary.
• Communicate pertinent information to staff in a timely fashion.
• Perform other duties as assigned by the Player Services/Cage Manager.
• Responsible for team member development and training programs.
• Responsible for rewards and recognition programs to maximize team member engagement.
• Evaluate team members within the department and deliver constructive feedback to team members regarding performance.
• Provide recommendation for staffing, including interviewing, hiring, scheduled, planning, assigning, and directing work to meet business needs.
• Manage work procedures and expedite workflow.
• Provide recommendation for team member performance, disciplining, coaching, and counseling).
• Supervise daily operation of the Player Services and Cage Operations and ensures the accurate reporting of all activities while remaining compliant with all applicable local, state, and federal laws as well as company internal controls and department policies.

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: Entry Level
• Education Level: High school or GED