Title:  Manager, Player Services

JOB SUMMARY

The Player Services Manager is responsible for direct supervision of the player services and count room operations in accordance with company Internal Control Policies and Procedures, Bank Securities Act, any state and federal regulations, and the company’s Responsible Gaming Plan. Assists with Marketing responsibilities when necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hires, motivates, trains, coaches, mentors, and directs staff to ensure that Team Members receive leadership, guidance and resources to accomplish established objectives.
• 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.
• Maintains equipment per maintenance agreements.
• Verify timecards and PTO requests for payroll processing.
• Reviews 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 Team Members to ensure that work is being performed within the standards established by management.
• 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 policies and procedures and issue internal control violations 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.
• Purchasing needed supplies and equipment through internal purchasing system.
• 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.
• 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.
• Monitors and evaluates the activities of Player Services Representatives to ensure achievement of financial, policy and regulatory objectives.
• Responsible for communication within department ensuring information is shared with team members.
• Maintains contact with Security and Surveillance and Revenue Audit Agents and the bank to locate variances and ensure proper handling of monies.
• Ensures proper staffing for OTB locations per VRC requirements and processes OTB Taxable wins as required.
• Monitors the day-to-day activities of the department(s) as subject to established company policies.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Leadership and management skills, as well as excellent verbal and written communication skills.
• Perform the duties described in compliance with local laws and regulations.
• Proficiency in Microsoft Suite applications strongly preferred.
• Professional demeanor and ability to communicate well with the public.
• Have knowledge of the Property’s programs to address problem gaming.
• Report and document any acts of wrongdoing of which the Team Member may have knowledge.

EDUCATION AND EXPERIENCE

• High school diploma or GED required.
• 2+ years of related experience and/or training or equivalent combination of education and 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 will be required to stand for extended periods of time.
• The Team Member must be able to work in an intense and fast paced environment where a high degree of concentration is necessary to perform job duties.
• The Team Member may also be required to lift, push, and pull up to 25lbs.
• The Team Member may be required to work nights, weekends, and holidays.
• The Team Member must be able to formulate and communicate ideas and to make independent decisions.
• The noise level in the work environment is moderate.
• The Team Member may be exposed to smoke when on the floor of the gaming room.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.