Cage Supervisor

Summary: The Cage Supervisor is responsible for providing effective leadership and maintaining operational procedures to ensure exceptional guest service and efficient financial transactions within the casino cage. This role involves managing cage personnel, overseeing cash flow and security, resolving guest and team member issues, and ensuring compliance with all company and regulatory standards. The Supervisor also plays a key role in training, performance management, and maintaining a secure and professional environment.

Essential Duties and Responsibilities:

• Provide effective leadership to ensure guests and Team Members receive friendly, efficient, and accurate services and information, while maintaining operational procedures for quality standards to maximize guest service and cost-effectiveness.
• Remain professional in stressful situations and develop proactive plans for issues such as computer/kiosk failures or callouts.
• Promptly and accurately resolve guest concerns and complaints, seeking clarification when needed.
• Verify valid and acceptable photo identification in accordance with Rivers Casino/PGCB standards for all transactions.
• Manage complimentary privileges within prescribed limits according to the approved Comp Matrix and be able to answer related questions.
• Maintain and safeguard the confidentiality of guest/player information, discussing it only with appropriate department and division heads.
• Ensure tight security in all areas, locking unattended cash drawers and cabinets and keeping them out of reach of unauthorized personnel.
• Effectively manage department personnel through planning, directing, and assigning work; address team member complaints and resolve conflicts; provide coaching, counseling, and disciplinary action as needed.
• Interview and hire new team members in compliance with Company Standards.
• Prepare and administer regular one-on-one meetings and provide performance feedback through Team Member reviews based on Company format.
• Be thoroughly trained and possess a full understanding of various computer systems and their software.
• Assist in training/retraining all team members in Cage operations, computer systems, and their software, conducting initial orientation sessions for new team members on company and departmental policies and procedures.
• Closely maintain financial areas, supervising all cash flow and accompanying transactions (e.g., checks cashed, ticket redemption).
• Maintain accurate personnel and departmental files (Team Member, Vendor, Product).
• Handle all safekeeping transactions, monitor key control systems, and monitor the flow of all currency/chips between all areas.
• Assist in scheduling to provide the most efficient guest service possible.
• When guest volume exceeds staffing levels, Supervisors are required to work in all areas or at a computer when not resolving guest or team member issues. Assist in all operational functions such as special events, promotional needs, and audit procedures.
• Spend the majority of the shift observing team members and providing necessary feedback to improve performance.
• Maintain open communications to keep the management team informed of all pertinent information and/or irregularities.
• Review the operations of each shift and make recommendations to improve operational efficiency, uphold regulatory compliance, and enhance guest service.
• Process reports and summaries for all areas as requested.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• One to three years of supervisory experience in customer relations or finance is essential.
• Outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Ability to remain professional and tolerate stress related to servicing public guests in a high-pressure and fast-paced environment on the Casino gaming floor.
• Strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Ability to be constantly exposed to casino-related environmental factors, including, but not limited to second-hand smoke and excessive noise.
• Ability to traverse through the Casino to arrive at assigned locations.
• Ability to learn and retain knowledge of computer systems, software, procedures, and regulatory requirements.
• Ability to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information, and check for guest satisfaction or Team Member understanding.
• Ability to use a point-of-sale system, handle cash, and perform other financial transactions quickly and accurately.
• Ability to work flexible shifts and days of the week, including holidays.

Certifications:

• Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license.

Physical Requirements:

• Prolonged periods of standing, walking, and sitting
• Regular bending, stretching, twisting, and reaching
• Ability to push/pull objects weighing up to 100 pounds frequently

The above duties and responsibilities are representative. Full job descriptions are available upon hire.