Title:  Shift Manager, Cage/Guest Services Center

Oxford Casino Hotel, located in Oxford, Maine, is indeed part of Churchill Downs Incorporated and has seen significant growth since it opened in 2012. The casino boasts a variety of gaming options for our visitors, including 23 table games and over 900 of the latest and most popular slot machines.  The property also features 2 restaurants, the Ox Pub, and the Oxford Express, and a 107-room hotel which includes 6 well-appointed suites.
The core values of the casino—safety, cleanliness, compliance, and friendliness— reflect the commitment to creating a positive experience for our team members and guests. With these guiding principles, Oxford Casino Hotel aims to continue learning, growing, and improving. It is our hope that you will become the newest member of our team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides outstanding guest service to all internal and external guests in accordance with department guest service standards.
• Maintains the viability and integrity of the department by ensuring that all team members comply with all department, company, state and federal policies and procedures.
• Provides training and professional career development of Guest Service Center Shift Supervisors, Cage Cashiers and Vault Cashiers.
• Organizes the department operations for effective and efficient guest service as well as overall coordination and control by way of scheduling and assigning team member breaks.
• Keeps management informed of the activities and status of operations in the department with emphasis on uncommon or possible challenges by maintaining awareness of outside and internal conditions, trends and legal requirement which may impact the department.
• Develops communication and cooperation within, and between, departments to promote an atmosphere of teamwork and resourcefulness. Performs administrative duties by way of accurate data entry, completing all department file documentation accurately and efficiently, and communicating concerns with management and other departments.
• Through a positive example, actively promotes an environment conducive to high quality guest service, including the handling of guest disputes, speaking clearly and persuasively when handling both positive and challenging situations.
• Investigates, resolves, reports and takes appropriate corrective action on discrepancies and variances discovered in the operation of the department, including cash overages/shortages, team member conflict, attendance, and other documented concerns.
• Demonstrate the ability to perform all functions of the Guest Service Center Shift Supervisor, Cage Cashier and Vault Cashier positions in an exceptional manner always leading by example.
• Complies with all aspects of the company Anti-Money Laundering (AML) Program and its regulations including, but not limited to, the Bank Secrecy Act, Title 31 and Suspicious Activity Reporting.
• Creates and ensures a professional, but fun and exciting work environment for team members in the department.
• Responsible for evaluating team member performance, assisting in hiring decisions, and providing input on department policies and procedures.
• Must maintain confidentiality in all situations when handling sensitive information that affects internal and external guests.
• Complies with all department and company policies and procedures, regulations, internal controls and government rules and regulations.
• Performs all other duties as assigned.
• Note: This job description incorporates the most typical duties performed.  It is recognized that other duties not specifically mentioned may also be performed.  The inclusion of those duties would not alter the overall evaluation of this position.

REQUIRED SKILLS AND ABILITIES

• High school diploma or general education degree (GED) required.
• Successfully pass a pre-employment background check.
• Must be able to obtain, and maintain, a Maine State Dual Gaming/Sportsbook License.
• Must be able to obtain an employer identification number (EIN) and obtain and maintain federal Occupational Tax and Registration Return for Wager (Form 11-C).
• Three (3) years of Cage Cashier or Vault Cashier experience or equivalent casino positions is preferred.
• Five (5) years of cash handling experience required.
• Five (5) years of guest service experience required.
• The ability to evaluate situations and make effective, sound decisions and problem solve is required.
• Effective leaderships skills such as accepting responsibility for their own actions and those of their subordinate team members, stress management, conflict resolution and coaching and counseling are necessary in this position.
• Must be able to work a flexible schedule based on business needs which includes days, evenings, nights, weekends and holidays.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

This position requires that the team member be able to stand for long periods of time, up to four (4) hours without a break, to ensure adequate guest service standards are maintained.  The team member must be able to withstand working in a casino environment, which may include exposure to loud noises and bright and flashing lights.  May need to continuously bend/stoop, squat, balance, kneel, lift and push/pull.  Occasionally push carts weighing up to two hundred (200) pounds.  Must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced casino environment and effectively deal with guests, management and other team members.

The work environment involves everyday risk of discomforts associated with excessing standing, computer monitor use and cash handling.  Use of safe work practices with office equipment, avoidance of trips and falls, and observance of fire regulations is needed.  The work area is adequately lit, heated and ventilated.

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.