Cage Shift Manager

 Job Summary:

Provides a high level of guest service while adhering to established department and property policies and procedures while working in the Cage and other Cage related areas. 

Supervisory Responsibilities:

• Cashiers, Sr. Cashiers, Supervisors

Duties/Responsibilities:

• Greets and services customers in accordance with established guest service standards.
• Maintain working knowledge of casino, including but not limited to hours of operation of casino, restaurants, and other amenities and respond to guest questions regarding the same.
• Conduct informational pre-shift meetings with employees.
• Handles financial transactions including exchanging cash for slot tickets, chips, cash advances and cashing checks.
• Computes, classifies, records, and verifies cash and coin according to specific policies and procedures and guest service standards.
• Proficient in all the cage areas.
• Train employees in all operational aspects of the Casino Cage.
• Balances funds and assets at the end of work shift.
• Complies with all aspects of the Anti-Money Laundering (AML) Program and its regulations including, but not limited to, Title 31 Cash Transactions, Suspicious Activity Reporting and Customer Identification.
• Conduct 1 on 1 meetings with employees
• Complete evaluations for direct reports.
• Proficient in report writing and email communications
• Maintain and safeguard the confidentiality of guest/player information; Discuss confidential customer information only with appropriate department and division heads.
• Verify guest information as needed. 
• Verify valid/acceptable photo ID in accordance with Rivers Casino/Virginia Lottery standards with every transaction.
• Communicates pertinent information to employees such as guest service issues, Changes in service standards and any other abnormality that may occur during their work day.
• Responsible for learning and performing a wide variety of monetary transactions for the guest, such as sales, register ringing/operation, check cashing, chip redemption, lottery and voucher redemption as well as understanding the casino and compliance systems.
• Assists in the safeguarding of company assets by ensuring all distinguishing job duties are performed according to established company policies and procedures.
• May assist with building cassettes and balancing the bill validators for the ticket redemption and lottery machines. May at times respond to a guest dispute at a lottery machine.
• Handles guest questions, complaints or problems in a prompt and courteous manner. 
• Clean and maintain office and public areas to ensure a safe environment.
• Work as a team with other casino departments in a respectful manner.
• Maintains the cage operations and closely supervises all cash flow and accompanying transactions in and out of the cages, i.e., checks cashed and redeeming tickets.
• Ensures right security is maintained, no unauthorized personnel admitted into the cages at any time.
• Supervises the overall casino cage operation and personnel during an assigned shift, ensuring all activities and distinguishing job duties are performed according to the established company and departmental policies, procedures and goals.
• Prepares weekly team member schedules, ensures adequate staffing during peak volume periods and less staffing during low utilization periods.
• Conducts frequent team member meetings with the cashiers to review and discuss various policies and procedures, address problems and concerns.
• Resolves any disputes that cage team members are not able to resolve or refer the problem to the Cage Shift Manager or Director if still unable to resolve.
• Performs Cage Cashier distinguishing job duties when necessary.
• Performs all other duties as assigned.

Minimum Education and Experience Requirements:

• High school diploma or general education degree (GED).
• Two years previous player services representative, banking cashiering or similar related experience preferred.
• Must be at least 21 years of age.

Certifications, Licenses, and/or Registrations: 

• Gaming license/registration as required by the Virginia Lottery.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills, with particular attention to quality and detail.
• Excellent interpersonal and communication skills and the ability to work effectively with all levels of the organization.

Physical Requirements:

• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse through the Casino to arrive at assigned locations.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 10 lbs., twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
• Must be able to lift and/or move objects up to 50 lbs.
• Ability to work flexible shifts and days of the week, including holidays.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.