Player Services Shift Manager

JACK Entertainment•Warrensville Heights, OH

About The Position

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.

Requirements

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
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
Must be able to obtain an Ohio Lottery Commission license

Responsibilities

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.