Casino Services Shift Manager

Viejas Enterprises
Jun 19, 2017
Jun 30, 2017
Job Type
Full Time
The Casino Services Shift Manager is responsible for planning, directing, and coordinating the operations of the Cages, Vaults, and Casino Service teams on the assigned shifts. The duties include developing and administering schedules, performance requirements, and may have budget responsibilities.


Job Knowledge

* Maintains knowledge of gaming trends and technology.

* Keeps current on marketing strategies and changes in the gaming industry.

* Complies with and ensures that staff follow all governmental laws and regulations, casino and departmental policies and procedures, Title 31 regulations, Minimum Control Standards and Tribal Gaming Commission Regulations.

* Maintains appropriate communication with management and other departments with a follow up to ensure completion of tasks that may affect the delivery of exceptional service.

* Protects company assets, reports fraudulent activity, and demonstrates a thorough understanding of fraud prevention.

* Ensures that a clean, safe, hazard-free work environment is maintained.

* Keeps the Department Head informed on all pertinent information related to the department, and reports irregularities and problems as they occur, along with recommendations for solutions.


* Provides leadership coaching and development for Cage Operations Supervisors, Casino Services Area Managers and Casino Services Assistant Shift Managers.

* Implements and monitors consistent and direct performance measurements, feedback and staff training and development to ensure optimum performance.

* Promotes teamwork among all levels of staff within and outside of the department.

* Builds and directs a well-respected, competent, responsive guest-focused service department.

* Plans, directs, and coordinates the operations of the Cages, Vaults, and Casino Service teams on the assigned shifts, ensuring that all guests receive timely, friendly and courteous service.

* Maintains adequate scheduling of staff to meet and/or exceed departmental and company service requirements based on business levels.

Technical Responsibilities

* Develops and administers schedules, performance requirements, may have budget responsibilities.

* Develops and implements plans for player's club membership cross selling.

* Evaluates and monitors cash and casino floor service to ensure optimum performance and continual improvement in five key areas: guest service, management/team development, sales/marketing, property and staff appearance, and expense/financial control.

* Visually inspects the gaming areas to ensure gaming environment is inviting to guests.

* Responsible for meeting departmental goals related to player's club membership outreach and service. Ensures that staff meet sales and service goals.

* Proactively seeks opportunities to cross-sell Viejas' businesses.

* Performs credit functions including review of applications and credit required documents, setting up credit accounts, and managing the Casino Marker processes.

Guest Service

* Maintains high visibility on the gaming floor, and proactively greets, interacts, and assists guests and team members.

* Projects an approachable, engaging, friendly and accommodating demeanor to both external and internal guests.

* Creates an engaging atmosphere by introducing himself/herself and attentively offering a friendly verbal greeting, making a personal connection, using the guest's name, promoting a winning/positive environment, encouraging luck and offering a positive parting remark.

* Maintains knowledge and promotes current promotions and events advertising one or more features of the property.

* Follows all department and casino standards and expectations to deliver exceptional guest service.

* May establish and maintain guest network.

* Uses professional language that is devoid of slang and refrains from addressing guest in an overly familiar manner.

* Anticipates guest's needs and asks questions, delivers service within department guidelines, checks for guest satisfaction, offers additional assistance and expresses friendly appreciation for their business with our company.

* Resolves problems beyond expectations without consulting a supervisor or escalates as needed.

* Ensures the staff is prepared to support current marketing promotions and/or events.

* Ensures that guest and mystery shop feedback is communicated and that issues area appropriately resolved.

General Office and Special Projects

* Provides input into, and executes the development, implementation, and measurement of guest service standards consistent with the service goals of the department and organization.

* Develops, implements, and communicates departmental procedures. Evaluates and requests modifications to existing policies and procedures in order to ensure accurate audit trails and optimum productivity.

* Prepares and distributes reports as directed by management to various departments.

* Manages, organizes, and completes assigned projects with attention to detail within the established deadline.

* Attends and supports all guest service training courses.

* May assist with special events as needed.

* Performs all duties as necessary to ensure success of the department.


* Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.

* Follows processes and operational policies in selecting methods and techniques for obtaining solutions.


* Acts with discretion and confidentiality in handling sensitive material; required to sign and adhere to a confidentiality agreement.

* Works on issues where analysis of situation or data requires review of relevant factors.

* Exercises judgment within defined procedures and policies to determine appropriate action.


* Interacts with internal and external guests.

* Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.


* Provides immediate supervision to a unit or group of team members, assigning tasks, checking work at frequent intervals, and maintaining schedules.

* Acts as advisor to subordinates to meet schedules and/or resolve technical problems.


* Associate's degree in related field required.

* Bachelor's degree in related field preferred


* 5 to 7 years of related experience and/ or training or the equivalent combination of education and experience.

* Management/ leadership experience required.


* Must have excellent money handling skills, including previous cash and chip handling experience.

* Excellent verbal, written, and interpersonal communication skills.

* Detail-oriented, organized, self-motivated, and values teamwork.

* Knowledge of computer systems, including Microsoft Outlook, Word and Excel.

* Knowledge of sales techniques and best practices.

* Demonstrated knowledge and ability to operate iPods, iPads, and Android tablets, or other mobile devices.

* Ability to multitask and able to adjust to change.

* Ability to operate a 10-key adding machine.

* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

* Ability to work in a fast-paced, deadline oriented environment.

* Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.


* See working conditions form for this position.

Position TypeFull-Time/RegularPosted by StartWire