Cage/Player Services Shift Manager

FUNCTION

The Cage Shift Manager is responsible for ensuring the successful operation of the Cage, Player Services, and Sports Wagering during assigned shifts. This role focuses on operational efficiency, guest service excellence, team member development, and compliance with all regulatory requirements.

SPECIFIC DUTIES AND RESPONSIBILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.  This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.  It may be expanded to include other duties and responsibilities deemed necessary.

• Oversee the day-to-day operations of the Cage, Player Services, and Sports Wagering areas during assigned shifts.
• Ensure the safety and security of Team Members, guests, and company assets by enforcing internal controls, corporate procedures, and state and federal regulations.
• Educate the cage team on daily promotions to answer guest questions.
• Provide exceptional guest service by addressing and resolving disputes to ensure a favorable gaming experience.
• Monitor staffing levels and adjust schedules to meet operational and budgetary needs.
• Delegate tasks and assign responsibilities to Supervisors while ensuring accountability.
• Manage, train, and develop team members, including conducting performance reviews and providing coaching and feedback.
• Assist in recruiting, interviewing, hiring, and onboarding new team members.
• Processing and approving payroll and adjustments.
• Communicate operational updates, promotions, and events to team members, ensuring they are informed and engaged.
• Review and analyze operational performance, ensuring profitability and adherence to budgetary standards.
• Act as the managerial representative during shifts, coordinating with other departments as necessary.
• Work flexible hours including evenings, weekends and holidays.
• Facilitate programs to control and reduce lost time injuries and ensure workplace safety.
• Maintain strict compliance with BSA/AML/Title 31 requirements and other regulatory obligations.

STANDARDS OF PERFORMANCE

• Demonstrated ability to manage operations efficiently and profitably.
• Strong leadership and team management skills.
• Effective communication (oral and written) and collaboration with peers, team members and guests.
• Commitment to maintaining professional relationships and fostering a positive work environment.
• Knowledge and enforcement of internal controls, gaming regulations, and safety protocols.

EDUCATION, TRAINING, AND EXPERIENCE

• Two to five years of experience in gaming cage operations or banking, with at least two years in a supervisory or managerial role.
• A degree in a related field (2-year or 4-year) is preferred, or equivalent work experience.
• Strong knowledge of gaming regulations, including BSA/AML/Title 31 compliance.
• Ability to obtain and maintain a valid Kentucky gaming/racing license and a Race and Sportsbook Employee License.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The employee may also be required to lift, push, and pull up to 50lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

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