PLAYER SERVICES MANAGER

Zia Park Casino Hotel Racetrack•Hobbs, NM

About The Position

The Player Services Manager supervises, manages, schedules, and directs team members assigned to Player Services, Cage, and Vault operations. The role develops and manages operational goals and monitors performance, productivity, guest service, compliance, and financial objectives. It establishes and enforces procedures consistent with company policies, internal controls, Anti-Money Laundering requirements, and applicable regulations, while safeguarding departmental assets and ensuring accurate transaction processing and record retention. The manager oversees Cage and Player Services transactions and guest support, including ticket redemption, gaming-related payments, check cashing, credit card cash advances, front-money and safekeeping activity, player account assistance, and PENN Play services as applicable. The role investigates exceptions and discrepancies, escalates suspicious activity and compliance concerns, supports audits and investigations, and ensures corrective actions are completed. It also oversees systems, equipment, inventory, training, scheduling, labor, team-member development, customer service, and coordination with Marketing and other departments. This position supervises Player Service Representatives, Player Services Supervisors, and Vault personnel. It requires the ability to work all shifts, including holidays, nights, weekends, and overtime as business needs dictate. The starting salary is $60,000. The work environment is usually moderately noisy and may include exposure to secondhand tobacco smoke in designated areas.

Requirements

Must be at least 21 years of age.
Bachelor’s degree from an accredited four-year college or university, or at least 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.
Proficiency in Microsoft Office applications, email, databases, spreadsheets, word-processing software, and applicable Cage and Player Services systems.
Excellent verbal and written communication, organization, analytical, and problem-solving skills.
Ability 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 present information effectively and respond to questions from team members, managers, guests, auditors, regulators, and the public.
Ability to perform arithmetic with whole numbers, common fractions, and decimals, and compute rates, ratios, and percentages.
Ability to interact with guests, team members, and colleagues and resolve problems and conflicts diplomatically and tactfully.
Ability to read and communicate verbally in English and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; written English skills may also be required.
Ability to apply commonsense understanding to instructions and deal with problems involving several concrete variables in standardized situations.
Ability to qualify for and maintain licenses and permits required by federal, state, and local regulations, including applicable New Mexico Gaming Control Board requirements.
Must possess a valid driver’s license and maintain an acceptable driving history when driving is an essential function of the position.
Regularly stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
Required vision abilities include close, color, and peripheral vision.
Regularly lift and/or move up to 10 pounds, frequently up to 25 pounds, and occasionally up to 50 pounds.
Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance in varying work areas.
Must be able to perform each essential duty satisfactorily; reasonable accommodations may be made for qualified individuals with disabilities.

Nice To Haves

Working knowledge of internal controls, cash accountability, Title 31 and Anti-Money Laundering requirements, audit practices, and applicable gaming regulations.
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.

Responsibilities

Supervise, manage, schedule, and direct team members assigned to Player Services, Cage, and Vault operations.
Develop and manage departmental operational goals; monitor performance, productivity, guest service, compliance, and financial objectives.
Create schedules that provide appropriate coverage, control labor costs and overtime, meet business needs, and support guest satisfaction.
Establish and enforce procedures for Cage, Vault, and Player Services operations in accordance with company policies, internal controls, Anti-Money Laundering requirements, and applicable regulations.
Maintain departmental records and supporting documentation, and ensure transactions are accurate, authorized, and retained according to requirements.
Review exception reports, transaction activity, variances, and supporting documentation; investigate discrepancies and control violations; and ensure issues are documented, escalated, and resolved.
Maintain appropriate segregation of duties, system access, transaction limits, approval levels, and dual-control procedures.
Oversee the security and integrity of departmental assets, including cage banks, vault inventories, funds, and negotiable instruments.
Review and approve cage and vault documentation within established authorization levels.
Oversee compliance with CTR, SARC, multiple transaction log, and other Anti-Money Laundering requirements, including identification and aggregation of transactions, documentation review, escalation, training, and retention.
Monitor and document suspicious or unusual activity, cooperate with Compliance on investigations and regulatory filings, and escalate concerns as required.
Respond to Revenue Audit, Compliance, Internal Audit, external auditor, and regulatory agency requests; assist with investigations and address audit findings and control weaknesses through corrective action.
Ensure compliance with federal, state, local, regulatory, and company requirements, and report potential violations or material concerns as appropriate.
Oversee 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.
Resolve or escalate guest disputes and transaction issues while observing authorization limits, internal controls, and customer-service standards.
Promote superior customer service and ensure team members follow applicable standards and programs.
Promote PENN Play enrollment and participation and ensure team members accurately communicate program benefits and provide player-account assistance.
Liaise with Marketing and other operating departments to support effective communication and execution of programs, promotions, events, and operational changes.
Oversee proper use and operation of Cage and Player Services systems and equipment, including access and user permissions; coordinate outage escalation and business-continuity procedures.
Manage departmental supply and equipment inventories.
Ensure team members are trained and proficient in systems, equipment, internal controls, Anti-Money Laundering requirements, guest-service standards, and operating procedures.
Conduct team meetings and shift communications about operational updates, procedural changes, compliance requirements, promotions, and property activities.
Monitor attendance, performance, overtime, and labor productivity; address team-member matters within established authority.
Develop team members through coaching, cross-training, recognition, and succession planning.
Participate in departmental and property leadership meetings and serve as an operational escalation point during assigned working hours.
Assist with the departmental budget process, recommend actions, monitor results against budget, and report significant concerns or variances to the Director of Finance.
Maintain strict confidentiality in departmental, guest, team-member, and company matters.
Follow department and company policies and procedures, including position-specific safety, cleaning, sanitation, and personal protective equipment requirements.
Perform other duties as assigned by department or company management.
Train, cross-train, and support succession planning for team members; administer recognition and engagement initiatives.
Evaluate team-member performance and provide timely, constructive feedback.
Interview candidates and make hiring and staffing recommendations within established authority and company policy.
Plan, assign, schedule, and direct work; establish work procedures and monitor workflow to improve efficiency and consistency.
Address attendance and performance concerns and administer coaching, counseling, and corrective action within established authority and in coordination with Human Resources as required.