Job Details

Job Location

Position Type

Full Time

Description

Job Summary : Supervise the operations and assigned team members of the Customer Service department to maintain the integrity and accuracy of all accounting transactions to casino standards.

Provide direction, assistance, and / or information as may be required to ensure guest satisfaction.

Essential Functions :

• Supervise all Customer Service operations and team members on assigned shift.
• Maintain compliance with the approved Casino SOP's, internal control submissions and department policy and procedure.
• Responsible for overseeing all Customer Service operations in include pre-audit and investigate variances, which include daily paperwork and shift reconciliation.
• Provide friendly and courteous guest service by providing knowledgeable information, direction and assistance as may be required to ensure guest satisfaction.
• Coach direct reports in the pertinent skills of operations and administration, promotes effective utilization of equipment and manpower.
• Apply and complete Federal cash reporting requirements including Title 31 compliance.
• Ensure that all team members are fully informed, understand and are able to effectively execute all marketing promotions.
• Ensure staffing levels are adequate to cover business demands and Company assets are protected.
• Effectively execute strategies in support of business objectives. Set high personal standards for performance and encourages others to do the same.
• Continually follow up and evaluate the status of daily work and strategic projects.
• Ensure the integrity and overall accuracy of the Customer Service department including the daily reconciliation, monitoring of variances and reporting of all variances, are prepared timely and accurately in accordance with SOP's.
• Verify Customer Service Window Banks daily and ensures Even Exchanges / Vaults are performed as necessary.
• Assist with Counting In and Out and reconciliation of banks.
• Proactively recognizes rewards and celebrates outstanding examples of team member performance.
• Counsel, guide and instruct assigned personnel in the performance of their duties.
• Serves as a role model to all team members at all times.
• Ensure consistent, high-quality service standards are maintained in the Customer Service area.
• Take action to correct any deficiencies in standards as identified during inspections.
• Investigate issues pertaining to poor service and makes recommendations to improve service.
• Other duties as assigned.

Qualifications

• Must have very good communication and written skills.
• High school diploma or GED preferred.
• Knowledge of prescribed methods for tracking Cage assets and inventories
• Knowledge of the prescribed methods of the application and completion of federal cash reporting requirement forms including Title 31 compliance regulations.
• Must be able to work effectively with peers, staff members and general public.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Knowledge of the characteristics of appropriate and inappropriate greetings and interaction with guests and customers.
• Knowledge of all documentation as required for each subordinate team members per shift.
• Ability to work any shifts, weekends, and holidays.
• Basic knowledge of computers and fax machine.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Documents that establish both Identity and Employment Eligibility.
• Kickapoo Tribal Gaming License.

Last updated : 2024-04-23