Harlow's Casino Resort and Spa is hiring a Player Services Shift Manager to lead our player services team and ensure operational excellence during your assigned shift. You will be the primary point of contact for guests and team members, upholding company policies and gaming regulations while driving efficiency and service quality.
What You'll Do
- Supervise and lead a team of players club representatives, providing guidance and resources.
- Analyze daily cash operations, including reconciliation accuracy, to maximize efficiency and guest service.
- Ensure financial integrity by managing daily cash activities, vault management, and cashiers’ operations.
- Oversee cash management systems, including currency counters, coin sorters, and electronic funds transfer terminals.
- Assist property leadership in developing and implementing policies and procedures for operational efficiency and guest satisfaction.
- Monitor inventory, support budget compliance, and report concerns to management.
- Function as the Player Services Manager in their absence.
- Review, coach, and document the work of subordinate team members to ensure performance standards are met.
- Maintain contact with Security, Surveillance, Revenue Audit, and the bank to investigate variances and ensure proper money handling.
- Prepare daily reports on player services activity, including cash counts, variances, and transaction volumes.
- Assist in managing regulatory and internal control audits, researching findings, and following up on corrective actions.
- Adjust daily schedules based on business levels to meet departmental objectives and standards.
- Monitor company activities to ensure departmental services integrate with overall company needs.
- Resolve escalated customer relations issues in an equitable manner.
- Ensure compliance with all gaming regulations, internal controls, and anti-money laundering policies.
- Actively demonstrate superior customer service per department and company standards.
- Efficiently assist Player Services Representatives with daily tasks.
- Maintain thorough knowledge of all special events, promotions, advertising campaigns, and community events.
- Become an expert user of the player tracking system software.
- Function as a Main Banker or Cashier/Teller as needed.
What We're Looking For
- High school diploma or equivalent.
- 1+ years of progressive experience in high-volume cash operations.
- Must obtain and maintain a valid Virginia Racing Commission License.
- Demonstrated management and leadership skills in cash operations.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Knowledge of cash handling procedures, financial controls, and regulatory requirements.
- Knowledge of gaming regulations, compliance requirements, and best practices.
- Proficient with Microsoft Office Suite and cash management systems.
Technical Stack
- Microsoft Office Suite
- Cash management systems
- Player tracking system software
Team & Environment
You will supervise a team of players club representatives, providing direct leadership and support during your shift.
Work Mode
This is an on-site position at Harlow's Casino Resort and Spa.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
