Job Details

Job Summary:

The Casino Services Shift Supervisor assists the Assistant Manager and Manager of the department in coordinating and monitoring all activities related to the cashiering and Caesars Rewards related functions of the Casino Services Department. This role enforces expectations and standards and serves as a coach to hourly team members and guides them to perform at their best daily. In addition this role promotes superior service to guests and other team members. This role also ensures accurate records of all transactions per gaming regulations, company/department policy, procedures and internal controls.

Essential Duties and Responsibilities include the following; other duties may be assigned, as necessary. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Roles and Responsibilities:

* Monitors and inquires on guests' needs on a continual basis, ensuring all requests are promptly fulfilled. Handles and solves any concerns and questions guests may have, immediately addresses service issues and follows up to ensure guest satisfaction.

* Directly supervises and coaches all line level team members.

* Provides balanced feedback and recognition to team members on a daily basis.

* Promotes and maintains harmony among team members and resolves conflict.

* Monitors/supervises monetary transactions for all casino guests and team members.

* Work or assist with line level positions when volumes or staffing requires.

* Responds to all Caesars Rewards related requests for information, adjustments and investigation from but not limited to corporate Caesars Rewards, other properties' Caesars Rewards centers, other departments at Harrah's Gulf Coast and guests via phone, email or in person in a timely manner.

* Maintains accurate and consistent attendance, variance, policy/ procedure and communication records.

* Regularly performs random spotlight on service checks and provides feedback to ensure excellent and consistent guest service.

* Actively promotes, supports initiatives related to and ensures team members promote and suggest all Caesars related programs and products including but not limited to Caesars Rewards Visa, Caesars Rewards tier benefits and the Caesars Rewards app.

* Researches discrepancies related to cash activities.

* Verify AML/CTR/BSA/KYC related paperwork and entries to ensure accuracy.

* Monitors ticket redemption kiosks to ensure terminals are always in working order and that any non-repairable issues have been reported to NRT.

* Responsible for assisting credit guests in establishing credit, discussing credit rules and policies with guests, updating credit information and paperwork, obtaining temporary increases to their line, approving credit within authorization limit and discussing/assisting with hold dates.

* Responsible for accurate and timely completion of all shift checklist items.

* Displays fairness, professionalism, courtesy and consistency in all team member interactions.

* Assists in the meeting of all deadlines including but not limited to spotlight pace, documentation, performance evaluations, and return of audit and AML exceptions.

* Communicates all information provided via various channels on but not limited to Caesars Rewards programs and promotions, Special Events promotions, company events and changes to policy and procedure to direct reports in a timely manner.

* Ensures all new hires have completed training, review of policies and procedures and read in signs in a timely manner as well as returns the new hire checklist to HR in a reasonable time frame.

* Ensures all printed information available to team members is accurate and up to date including but not limited to property buzz planners and information, Caesars rewards programs, updates and promotions, Special Events rules and promotion information and self-exclusion logs.

* Assists in interviews of potential candidates to assist in the onboarding process.

* Maintains accountability of the Casino Services department in accordance with Harrah's Gulf Coast internal controls, MS State Gaming Commission regulations and requirements and internal policies and procedures.

* Reviews and maintains sufficient cash, reel reward and coin levels to ensure efficiency in operations.

* Manages staffing and breaks based on volume and business needs and daily monitors team members accumulated hours to avoid unnecessary overtime.

* Manages changes to posted schedules fairly and consistently.

* Reviews and maintains accurate records in timeworks on a daily basis and ensures all requested and necessary adjustments for PTO and errors are made by end of the work week.

* Creates an exciting atmosphere for guests and team members by role modeling spotlight on service behaviors and celebrating guest wins and team member successes with them.

* Continuously strives to improve service of guests and fellow team members by observing, using feedback or data and involving team members in discussions about service improvements.

* Implements and sustains positive changes within the department.

* Contributes to success and improvement of the business by providing ideas, suggestions and initiatives related to but not limited to guest service, communication, consistency, and efficiency in processes to Senior Leadership along with plans for implementation and by volunteering and being involved in projects, committees and task forces.

* Assists in preparation and completion of daily reports as requested.

* Maintains confidentiality and displays a high degree of integrity with all matters and documents regarding guests, team members and business operations.

* Ensures compliance with and keeps informed of all aspects of Title 31 and Responsible Gaming programs.

* Sets reasonable and measurable goals for direct reports and holds them accountable for meeting them.

* Performs cash handling tasks, as required and in accordance with the cash handling procedures.

* Responsible for maintaining cleanliness of guest and work areas, including front line, supervisor office, credit area and back counters.

* Responsible for ensuring team members have the tools and supplies needed to perform their jobs on a daily basis. Ensures supply levels needed for replenishment are adequate

* Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.

* Enforce Project 21 policy and procedures by monitoring area for underage gamblers.

* Suggests players in Caesars Rewards, Caesars Rewards App, Play by CR, and Caesars Rewards Visa.

* Suggests products, services and experiences to guests.

* Other duties as assigned.

Qualifications:

* Previous supervisory experience in guest service related field or industry required.

* Previous customer service experience required.

* Previous experience in handling large amounts of cash.

* Knowledge of Title 31of the BSA preferred.

* Must possess excellent organizational skills, be highly detail oriented and have the ability to multi-task in a fast paced environment.

* Must have an excellent attendance record in previous positions.

* Must pass a drug test.

* Must be able to obtain and maintain required work permit.

* Must possess excellent customer service and interpersonal skills.

* Must have excellent mathematical skills.

* Must be able to initiate and engage in conversation in a professional and friendly manner.

* Must be at least 21 years of age.

* Must be willing to participate in on-going company and department classes and training.

* Maintain knowledge of current property events, promotions and attractions.

* Must have outgoing personality and be able to generate business, promote Caesars Rewards products and inspire others to promote and suggest products and promotions.

* Must be able to work independently without supervision.

* Comfortable working in a fast paced, dynamic environment.

* Superior oral and written communication and presentation skills.

* Ability to work effectively in a team setting and independently.

* Must present a well-groomed appearance.

* Must adhere to uniform/appearance requirements.

* Computer skills including operating hardware, software, and other technical equipment.

* Ability to appreciate and be friendly with all Harrah's Gulf Coast team members who are of various ethnic and cultural backgrounds.

* Able to accept direction of Senior Leadership.

Physical, Mental & Environmental Demands:

* Able to read, write and speak English sufficiently to perform job.

* Available to work any shift, holidays and weekends.

* Ability to tolerate cigarette/cigar smoke and e-cigarette vapor.

* Ability to handle and appropriately respond to upset, impatient or difficult guests and team members.

* Responds to visual and aural cues.

* Must have manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, fax machine, ten key, embosser, printer, bar code scanner, optical scanner, check scanner, time stamp machine, iPhone, currency counter and coin sorter machine.

* Must be able to handle and bounce back from high stress situations.

* Able to tolerate a loud and noisy environment.

* Able to stand and walk for extended periods.

* Able to sit, stoop, reach and bend.

* Able to lift 30 pounds.