POSITION SUMMARY

The team member in this position is responsible for providing superior service to both internal and external guests. The Guest Service Center Manager is responsible and accountable for the successful operation of the Guest Service Center (aka Casino Cage Operations and Caesars Rewards Center). 

JOB DUTIES AND RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions. Other reasonable duties may be assigned. 

Ensure at all times Family Style Service is being adhered to: All in on Service – Fun, Service, Connection Blaze the Trail – Leadership, Integrity, Ownership Together We Win – Inclusion, Care, Teamwork Interact with all guests and team members to positively affect interactions with guests and team members, and demonstrate resiliency to deal with difficult situations in all types of business conditions. Work effectively and courteously with fellow team members.  Develops and manages the budget for the Guest Service Center department.  Maintain proper cash levels for the Guest Service Center. Develops and manages the staffing and scheduling activities the Guest Service Center department, to align with both the department budget as well as operational service needs of the property. Responsible for the training and evaluations of the Guest Service Center Supervisors.    Ensure all company standard operating procedures, SOX, internal controls, gaming regulations, federal regulations (Title 31/AML compliance) are being followed. Responsible to the head of Finance for successful performance of assigned duties. Meet with departmental directors and managers as necessary. Prepare policies for Guest Service Center to ensure that CO gaming laws, regulations, and controls and company policies and procedures are being followed. Develop disciplinary guidelines for Guest Service Center.  Review and issue performance documents as required by department and/or property guidelines. Communicate any problems with the head of Finance, Compliance Manager, other departments through required written reports or verbal communication. Final approval of payroll for the Guest Service Center.  Approves Requests for Time Off for all Guest Service Center team members. Provide vital information about marketing/property events/promotions to Guest Service Center Supervisors. Prepare and approve training materials for all Guest Service Center team members with the assistance of the GSC Supervisors. Ensure the security of all casino funds. Investigates Guest Service Center variances with audit, surveillance and other departments as necessary. Assist and advise other departments and company team members, as necessary, to assure the success of the Guest Service Center and the company overall. Ensure the safety and security of team members and guests.  Facilitates processes and procedures to control and reduce loss time injuries. Conduct interviews and makes hiring decisions for new team members’ or delegates as necessary to the Guest Service Center Supervisors. Review all team member evaluations before given to team members.  Evaluates guest play and provide information for patrons as requested.  Approves marketing offers and comps that are above the limits of the Guest Service Center Supervisors. Maintain Guest Service Center Supervisors work history files. Delegate authority and assign responsibilities as needed. Completes all company-required training within designated time frames. Performs other duties as assigned.

PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by an team member to successfully perform the essential functions of this job. 

Physical Demands:  While performing the duties of this job, the Guest Services Center Manager is required to stand, walk and sit during their shift.  The team member must be able to speak and listen with guests effectively. The team member must be able to bend/lift up to 30 pounds.  The team member must also be able to operate a computer and 10-key calculator. 

Mental Demands:  Ability to communicate effectively with guests and team members at all levels. While performing the duties of this job must be able to work with computers and computer systems used for the position. The team member must be able to work in a fast paced customer service environment and be able to multi-task.  The ability to solve complex problems, analyze and interpret departmental needs and results. Completes all assigned duties, paperwork and reports in a timely manner. Communicate information between guests and management to ensure customer satisfaction. Complete a broad variety of tasks and meet deadlines that may require an irregular work schedule. Read complex documents and understand states gaming laws and company policies and procedures. Perform assigned duties under frequent time pressures in an interruptive environment.

Work Environment:  While performing the duties of this job, the team member is exposed to variable temperatures and bright flashing lights.  The team member may be required to perform duties outside at times.  The noise level in the work environment can be very loud.

 

MINIMUM QUALIFICATIONS

Education:  A high school diploma or GED is required.

Training/Experience:  Five years’ experience in cage operations or banking experience required.  Some experience in player services preferred

Job Knowledge:  The ability to work in a fast paced, high customer demand environment with previous cash handling and customer service experience.

Other:

Must be able to obtain and maintain CO Key Gaming license. Must be able to receive and maintain any and all required certifications. Must complete all required company training.