Director - Player Services

Description

The primary responsibility of the Director – Player Services and Credit is to oversee day to day operations of the casino cage, including any satellite cage(s), the Sportsbook cage, casino count rooms and casino credit safeguarding the company’s assets. The position also oversees all hotel, food & beverage and retail cashiering needs. All duties are to be performed in accordance with departmental and the Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.

• Bachelor’s Degree in related field AND seven (7) years’ experience in a relevant management position;
• OR ten (10) years’ relevant management experience.  
• Five (5) years’ cage experience with complete knowledge of front window, main bank, markers and count rooms.  
• Must have a thorough understanding of slot cashiering operations, including redemption process, jackpots, validators, cash kiosks, ATM’s and casino count room operations and procedures.
• Five (5) years’ experiencewith non gaming cash control is required.   
• Experience in supporting and assisting casino promotions, special events and motor coach operations
•  operations
• Must have skills in tracking systems, preferably CMP, primarily dealing with campaign/code development, promotional and reporting set-up, and evaluating customer play for reward consideration.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives
• Ability to develop a working knowledge of all PGCB rules, regulations and SOP’s pertaining to Sportsbook.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.
• NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.

POSITION RESPONSIBILITIES

• Maintains a positive guest service environment. 
• Safeguards company assets within cage, count room and sportsbook. 
• Institutes and enforces rules and regulations of cage, count room, sportsbook, and casino credit.    
• Institutes and enforces all internal controls and audits of any hotel, food & beverage and retail outlets. 
• Maintains records and prepares reports relating to overages, shortages, volume of cashing, check exchanges, etc.   
• Adheres and complies with all internal accounting controls for compliance with Wind Creek policies and Pennsylvania Gaming Control Board regulations. 
• Hires, trains, supervises, disciplines, and terminates all cage area personnel.  
• Schedules cage and credit area personnel. 
• Maintains impress bankroll and controls credit within prescribed limits; responsible for collections and return checks.

• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 

• Interview and make recommendation of candidates for new hire.

• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open-door policy and addresses all team member issues and/or concerns in a timely manner.
• Conducts skip level meetings with departmental management and line level staff.
• Conducts divisional/departmental staff meetings at least once per month.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Create promotions and implements procedures.
• Manages bus center strategy and operations.
• Identifies inefficiencies with current processes and propose recommendations that help transform the Player Services to a service environment from a transactional environment.
• Completes all paperwork in accordance with Pennsylvania Gaming Control Board and approved Wind Creek standards.
• Provides superior customer service to all internal and external customers in compliance with Wind Creek’s customer service standards.
• Authority to approve temporary or permanent credit limit increases. 
• Authority to issue a complimentary in accordance with Wind Creek Comp Matrix.