Player Services Shift Manager

Job Description

Job Description

ABOUT COLONIAL DOWNS GROUP

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia : Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, and Virginia Horseplay. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides next-level guest service to internal and external guests. Demonstrates #AddLife culture in all interactions with guests and co-workers.
• Motivates, trains, coaches, mentors, and directs staff to ensure that Team Members receive leadership, guidance, and resources to accomplish established objectives.
• Responsible for creating and fostering an environment of support and motivation for Team Members.
• Assists in establishing department standards, guidelines, and objectives, and maintains other administrative processes such as budget and staffing to ensure proper planning and efficient operation of assigned areas.
• Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.
• Assists in review of activities in all reporting areas to gauge and improve staffing levels, working conditions and other matters which influence quality guest service and profitability.
• Reviews the work activities of subordinate employees to ensure that work is being performed within the standards established by management.
• May function as a Player Services Manager in the absence of a full time Player Services Manager.
• Assists in management of regulatory and internal control procedure audits. Researches and documents any findings. Follows-up on corrective action and recommends policy as well as procedural changes to mitigate future deficiencies.
• Understands department objectives, standards, guidelines, and budget to achieve effective supervision of department; adjusts daily schedule according to business levels.
• Monitors credit granting and collection policies and procedures to ensure established guidelines comply with all internal and external regulatory directives and laws.
• Maintains protection of extremely large amounts of currency, ensuring prevention of loss by providing extreme care and attention to detail.
• Evaluates and prepares daily cash deposit and electronic check deposits.
• Ensures procedures and proper controls are strictly enforced to protect assets.
• Monitors and evaluates overall company activities in relation to departmental operations to ensure integration of company needs with the services rendered through credit and collections.
• Reviews compliance with relevant gaming regulations to ensure that the department is operating within these parameters, as well as company policies and procedures.
• Works with customer relations issues that are beyond the authority of staff to resolve situations in an equitable manner.
• Approves permanent check-cashing limits of guests within designated limits and according to criteria to allow qualified customers to have convenient access to funds, with the objective of encouraging greater gaming activities.
• Identifies and gathers information on valuable guests through observation, analysis, personal contact, and service.
• Accurately and efficiently performs data entry tasks associated with Players Club memberships.
• Records and reports database information to management; may assist in updating database files.
• Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns and community events.
• Responsible for becoming an expert of the player tracking system software.
• Maintains contact with Security and Surveillance Operators and the bank to locate variances and ensure proper handling of monies.
• Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
• May function as a Main Banker or Cashier / Teller as needed.
• Keeps position supervisor informed of relevant activities.
• Other duties as assigned.

REGULATORY AND COMPLIANCE RESPONSIBILITIES

POSITION QUALIFICATIONS

CERTIFICATES, LICENSES, AND REGISTRATIONS

SUPERVISORY RESPONSIBILITIES

Manages subordinates who may supervise employees. Assists in the overall direction, coordination, and evaluation of the unit(s).

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

colonialdowns