Caesars Entertainment
Casino Services Shift Supervisor -Full Time (Grave) - Harrah's Gulf Coast
Caesars Entertainment, Biloxi, Mississippi, United States, 39531
Casino Services Shift Supervisor - Full Time (Grave) - Harrah's Gulf Coast
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. The role promotes superior service to guests and other team members and ensures accurate records of all transactions per gaming regulations, company/department policy, procedures and internal controls.
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
Monitors and inquires on guests’ needs on a continual basis, ensuring all requests are promptly fulfilled. Handles and resolves concerns and questions from guests, 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 daily.
Promotes harmony among team members and resolves conflicts.
Monitors/supervises monetary transactions for all casino guests and team members.
Work or assist with line level positions when volumes or staffing require.
Responds to Caesars Rewards related requests for information, adjustments and investigations from sources including corporate Caesars Rewards and other departments at Harrah’s Gulf Coast.
Maintains accurate attendance, variance, policy/procedure and communication records.
Regularly performs random service checks and provides feedback to ensure excellent guest service.
Promotes Caesars related programs and products including Caesars Rewards, Rewards Visa, tier benefits, and the Caesars Rewards app.
Researches discrepancies related to cash activities and verifies AML/CTR/BSA/KYC related paperwork and entries for accuracy.
Monitors ticket redemption kiosks to ensure terminals are operational and reports non-repairable issues.
Assists credit guests in establishing credit, discussing rules and policies, updating information, and handling approvals within authorization limits.
Completes all shift checklist items accurately and on time.
Maintains professionalism, fairness, courtesy, and consistency in all team member interactions.
Supports deadlines for spotlight pace, documentation, performance evaluations, and audits/AML exceptions.
Communicates information about Caesars Rewards programs, promotions, events, and policy changes to direct reports in a timely manner.
Ensures new hires complete training, review policies, and sign in; returns new hire checklists to HR in a reasonable time frame.
Ensures printed information available to team members is accurate and up to date, including promotions and self-exclusion logs.
Assists in interviews for onboarding new team members.
Maintains accountability of the Casino Services department in accordance with Harrah’s Gulf Coast internal controls, MS State Gaming Commission regulations, and internal policies.
Reviews cash levels and prepares for efficient operations; manages staffing and breaks based on volume and business needs, monitoring hours to avoid unnecessary overtime.
Adjusts posted schedules fairly and consistently; keeps accurate UKG records for PTO and adjustments.
Creates an exciting atmosphere for guests and team members by role modeling service behaviors and celebrating guest wins and team member successes.
Identifies opportunities to improve service through observation and feedback and involves team members in service improvement discussions.
Implements positive changes within the department and contributes ideas for guest service, communication, and process efficiency to Senior Leadership.
Assists in preparation and completion of daily reports as requested.
Maintains confidentiality and integrity in all matters and documents regarding guests, team members, and operations.
Ensures compliance with Title 31 and Responsible Gaming programs.
Sets measurable goals for direct reports and holds them accountable for achieving them.
Performs cash handling tasks in accordance with cash handling procedures.
Responsible for maintaining cleanliness of guest and work areas, including front line, supervisor office, credit area and back counters.
Ensures team members have the tools and supplies needed to perform their jobs daily and maintains adequate supply levels.
Adheres to attendance guidelines and company policies; enforces Project 21 policy to monitor underage gambling.
Suggests players in Caesars Rewards programs and promotes products and experiences to guests.
Other duties as assigned.
Qualifications
Previous supervisory experience in a guest service related field or industry required.
Previous customer service experience required.
Experience handling large amounts of cash.
Knowledge of Title 31 of the BSA preferred.
Excellent organizational skills, attention to detail, and ability to multi-task in a fast-paced environment.
Excellent attendance record in previous positions.
Drug test required; ability to obtain and maintain required work permit.
Excellent customer service and interpersonal skills; strong mathematical skills.
Professional and friendly communication; able to work independently or in a team.
Must be at least 21 years of age and willing to participate in ongoing training.
Knowledge of current property events, promotions, and attractions.
Outgoing personality, able to promote Caesars Rewards products and inspire others to do the same.
Must present a well-groomed appearance and adhere to uniform/appearance requirements.
Computer skills including operating hardware, software, and other equipment.
Ability to work with diverse team members and maintain professionalism.
Able to work in a fast-paced, dynamic environment and work independently without supervision.
Physical, Mental & Environmental Demands
Able to read, write and speak English sufficiently to perform the job.
Available to work any shift, holidays, and weekends.
Ability to tolerate smoke and electronic cigarette vapor.
Ability to handle upset or difficult guests and team members; respond to visual and aural cues.
Manual dexterity to operate office and gaming equipment.
Ability to handle high-stress situations and tolerate a loud environment.
Stand and walk for extended periods; able to sit, stoop, reach and bend; able to lift up to 30 pounds.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other | Industries: Hospitality
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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
Monitors and inquires on guests’ needs on a continual basis, ensuring all requests are promptly fulfilled. Handles and resolves concerns and questions from guests, 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 daily.
Promotes harmony among team members and resolves conflicts.
Monitors/supervises monetary transactions for all casino guests and team members.
Work or assist with line level positions when volumes or staffing require.
Responds to Caesars Rewards related requests for information, adjustments and investigations from sources including corporate Caesars Rewards and other departments at Harrah’s Gulf Coast.
Maintains accurate attendance, variance, policy/procedure and communication records.
Regularly performs random service checks and provides feedback to ensure excellent guest service.
Promotes Caesars related programs and products including Caesars Rewards, Rewards Visa, tier benefits, and the Caesars Rewards app.
Researches discrepancies related to cash activities and verifies AML/CTR/BSA/KYC related paperwork and entries for accuracy.
Monitors ticket redemption kiosks to ensure terminals are operational and reports non-repairable issues.
Assists credit guests in establishing credit, discussing rules and policies, updating information, and handling approvals within authorization limits.
Completes all shift checklist items accurately and on time.
Maintains professionalism, fairness, courtesy, and consistency in all team member interactions.
Supports deadlines for spotlight pace, documentation, performance evaluations, and audits/AML exceptions.
Communicates information about Caesars Rewards programs, promotions, events, and policy changes to direct reports in a timely manner.
Ensures new hires complete training, review policies, and sign in; returns new hire checklists to HR in a reasonable time frame.
Ensures printed information available to team members is accurate and up to date, including promotions and self-exclusion logs.
Assists in interviews for onboarding new team members.
Maintains accountability of the Casino Services department in accordance with Harrah’s Gulf Coast internal controls, MS State Gaming Commission regulations, and internal policies.
Reviews cash levels and prepares for efficient operations; manages staffing and breaks based on volume and business needs, monitoring hours to avoid unnecessary overtime.
Adjusts posted schedules fairly and consistently; keeps accurate UKG records for PTO and adjustments.
Creates an exciting atmosphere for guests and team members by role modeling service behaviors and celebrating guest wins and team member successes.
Identifies opportunities to improve service through observation and feedback and involves team members in service improvement discussions.
Implements positive changes within the department and contributes ideas for guest service, communication, and process efficiency to Senior Leadership.
Assists in preparation and completion of daily reports as requested.
Maintains confidentiality and integrity in all matters and documents regarding guests, team members, and operations.
Ensures compliance with Title 31 and Responsible Gaming programs.
Sets measurable goals for direct reports and holds them accountable for achieving them.
Performs cash handling tasks in accordance with cash handling procedures.
Responsible for maintaining cleanliness of guest and work areas, including front line, supervisor office, credit area and back counters.
Ensures team members have the tools and supplies needed to perform their jobs daily and maintains adequate supply levels.
Adheres to attendance guidelines and company policies; enforces Project 21 policy to monitor underage gambling.
Suggests players in Caesars Rewards programs and promotes products and experiences to guests.
Other duties as assigned.
Qualifications
Previous supervisory experience in a guest service related field or industry required.
Previous customer service experience required.
Experience handling large amounts of cash.
Knowledge of Title 31 of the BSA preferred.
Excellent organizational skills, attention to detail, and ability to multi-task in a fast-paced environment.
Excellent attendance record in previous positions.
Drug test required; ability to obtain and maintain required work permit.
Excellent customer service and interpersonal skills; strong mathematical skills.
Professional and friendly communication; able to work independently or in a team.
Must be at least 21 years of age and willing to participate in ongoing training.
Knowledge of current property events, promotions, and attractions.
Outgoing personality, able to promote Caesars Rewards products and inspire others to do the same.
Must present a well-groomed appearance and adhere to uniform/appearance requirements.
Computer skills including operating hardware, software, and other equipment.
Ability to work with diverse team members and maintain professionalism.
Able to work in a fast-paced, dynamic environment and work independently without supervision.
Physical, Mental & Environmental Demands
Able to read, write and speak English sufficiently to perform the job.
Available to work any shift, holidays, and weekends.
Ability to tolerate smoke and electronic cigarette vapor.
Ability to handle upset or difficult guests and team members; respond to visual and aural cues.
Manual dexterity to operate office and gaming equipment.
Ability to handle high-stress situations and tolerate a loud environment.
Stand and walk for extended periods; able to sit, stoop, reach and bend; able to lift up to 30 pounds.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other | Industries: Hospitality
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