Shift Manager, Player Services-Ex

Shift Manager, Player Services-Ex

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.

Job Summary

The Player Services Shift Manager is responsible for direct supervision of the player services team members in accordance with company Internal Control Policies and Procedures, state and federal regulations, Bank Securities Act, and the company's Responsible Gaming Plan during assigned shift. Also serves as guest contact and assists Player Services Representatives and Marketing as needed.

Essential Duties And Responsibilities

• Supervises and leads a team of players club representatives to ensure that team members receive leadership, guidance, and resources to accomplish established objectives.
• Analyzes daily operations, such as cash reconciliation accuracy, to create maximum efficiency while maintaining a high level of guest service.
• Ensures the integrity of all financial data by managing daily cash activities, including cash reconciliation, vault management, and cashiers' operations.
• Oversees the implementation and maintenance of cash management systems, including currency counters, coin sorters, and electronic funds transfer (EFT) terminals while identifying opportunities to leverage technology to enhance operations.
• Assists property leadership with the development and implementation of policies and procedures to optimize operational efficiency and guest satisfaction.
• Assists property leadership with notification of low inventory by providing recommendations, supporting compliance to budget initiatives, and reporting concerns to management.
• May function as a Player Services Manager in the absence of a full time Player Services Manager.
• Reviews, coaches and documents the work activities of subordinate team members to ensure that work is being performed within the standards established by management.
• Maintains contact with Security, Surveillance and Revenue Audit Agents and the bank to locate variances and ensure proper handling of monies.
• Prepares daily reports on player services activity, including cash counts, variances, and transaction volumes.
• Assists in management of regulatory and internal control procedure audits. Researches and documents any finds. Follows up on corrective action and recommends policy as well as procedural changes to mitigate future deficiencies.
• Understands department objectives, standards, and guidelines to achieve effective supervision of department; adjusts daily schedule according to business levels.
• Monitors and evaluates overall company activities in relation to departmental operations to ensure integration of company needs with the services rendered.
• Works with customer relations issues that are beyond the authority of staff to resolve situations in an equitable manner.
• Ensures compliance with all gaming regulations, internal controls, and anti-money laundering (AML) policies.
• Actively supports, promotes, and demonstrates superior customer service in accordance with department and company standards and programs, while addressing concerns or issues as needed.
• Efficiently assists Player Services Representatives in daily tasks. Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns and community events, including knowledge of running marketing events.
• Responsible for becoming an expert of the player tracking system software. May function as a Main Banker or Cashier/Teller as needed. Ensures proper staffing for OTB locations per VRC requirements and processes OTB Taxable wins as required.
• Performs other duties as assigned.

Required Skills And Abilities

• Demonstrated management and leadership skills in cash operations.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Knowledge of cash handling procedures, financial controls, and regulatory requirements.
• Knowledge of gaming regulations, compliance requirements, and best practices.
• Proficient with Microsoft Office Suite and cash management systems.

Education And Experience

High school diploma or equivalent required. 1+ years of progressive experience in high volume cash operations. A combination of education and experience may be considered. Must obtain and maintain valid Virginia Racing Commission License.

Physical Requirements & Working Conditions

The team member may be required to stand and walk for extended periods of time. While performing the duties of this job, the team member is frequently required to sit or stand; walk; use hands to finger, 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 team member may be required to lift and/or move up to 25 pounds. The team member may be required to work long hours, including nights, weekends, and holidays. The noise level in the work environment is usually moderate to loud. The work environment may vary in levels of crowds, noise, flashing lights, and smoke. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.