GENERAL SUMMARY
Assists the Cage Shift Manager in managing, coordinating, and monitoring all cage and vault activities during the assigned shift. Ensures guest service standards are met in all casino transactions.
CORE SCOPE OF POSITION
- Complies with and ensures that staff follows all governmental laws and regulations, casino and departmental policies and procedures, Title31 Regulations, Minimum Internal Control Standards, and Tribal Gaming Commission Regulations.
- Assists the Cage Shift Manager in managing, coordinating, and monitoring all functions in the Main Bank, Transaction Room, Kiosk Vault and the Casino Cages during the assigned shift. Ensures compliance to established cash and vault cash inventory standards.
- Supervises cage and vault cashiers in their respective areas, to include coordinating and assigning daily and weekly work schedules, appraising performance, rewarding and disciplining team members, addressing complaints, solving problems/issues.
- Works directly with the Cage Shift Manager to identify training needs, oversees and provides on-the-job training of new and existing cashiers and supervisors to ensure optimum performance.
- Collects team member performance data and timely prepares and issues disciplinary warnings in accordance with company and department policies.
- Performs credit functions by preparing applications for credit requests and manages the Casino Marker process to ensure guest satisfaction.
- Obtains the authorization or denial of credit limits from a designated casino credit authority for all credit requests.
- Works directly with guests, Player Development, Casino Management, senior management, and other gaming departments to ensure a high level of guest service during all credit-related transactions.
- Extends in-house credit and check cashing approvals within set limits.
- Timely responds and resolves guest inquiries and disputes/issues regarding check cashing, cash advance transactions, Automated Teller Machines (ATM), Ticket Redemption Kiosks Machines, while ensuring guest satisfaction. Responsible for contacting the check cashing, ATM, and kiosk machine service providers as needed.
- Manages the Ticket Redemption Kiosk functions by monitoring the status and cash inventory levels of the machines, and analyzes cash requirements. Provides direction to the Cage Supervisor delegated with kiosk duties.
- Protects company assets, reports fraudulent activity, and demonstrates a thorough understanding of fraud prevention.
- Maintains a working knowledge of all cage and vault processes, systems, and applications.
- Performs the duties of Cage Shift Manager or Cage Supervisor in the absence of staff.
- Performs all related and compatible duties as assigned.
STYLE SERVICE COMMITTMENT
All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!
LEADERSHIP
Is a role model of the Viejas’s service culture.
Leads by example and creates strong morale and engagement in his/her team.
Communicates company and departmental goals and fosters open communication across the department.
Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
Manages conflict effectively; listens and assesses situations; takes action to resolve.
INTERACTION
- Interacts with internal and external guests with a positive attitude and professionalism at all times.
SUPERVISION
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
Required Skills
EDUCATION/CERTIFICATION
- Associate’s degree.
- Bachelor’s degree in related field preferred.
KNOWLEDGE AND SKILLS
- Knowledge of computer systems, including Microsoft Outlook, Word, and Excel
- Excellent verbal, written, and interpersonal communication skills
- Excellent organizational skills
- Basic mathematical skills
- Must have excellent money handling skills, including previous cash and chip handling experience
- Must be a self-starter and able to adjust to change
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to operate a 10-key adding machine
- Ability to work in a fast paced, deadline oriented environment
Required Experience
EXPERIENCE
- 3 or more years of related experience and/ or training or the equivalent combination of education and experience required.
- Management/ leadership experience required.