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POSITION SUMMARY It is the primary responsibility of the Supervisor Cage Shift Operations to direct and supervise all persons and activities within the casino cage on their assigned shift. It also includes being responsible for responses to all inquiries made of the cage from internal and external guests. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.

POSITION RESPONSIBILITIES/DUTIES:

• Assists Cage Manager as needed.
• Reviews and verifies money exchanges as required by best practices.
• Supervises and participates in Cage and Satellite Bank activities, ensuring count integrity and gaming compliance.
• Works with outside departments to achieve excellent guest service.
• Monitors quality standards within the department, delegation of daily work, running shift reports for the department, and verifies and approves appropriate transactions in accordance with internal control standards.
• Submits reports and paperwork to Accounting Shared Services in a timely manner.
• Collaborates with workforce management on work schedules, vacation requests, attendance records, and evaluations for Cage Cashiers.
• Maintains a thorough knowledge of fraud prevention, gaming regulations, title 31 and fraudulent credit.
• Maintains a working knowledge of all cage and marker operations.
• Troubleshoots and resolves problems in all areas of the Cage operations including but not limited to equipment, employee and guest service issues.
• Delivers training on all areas of cage operations.
• Supervises the delivery and measurement of guest service within assigned department(s) consistent with companyore service standards and brand attributes.
• Reviews and understands department operation and recommends enhancements to improve effectiveness.
• Attends mandatory meetings and completes mandatory training.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

• Monitors and minimizes overtime according to labor and departmental standards.
• Ensures staff motivation through recognition and engagement.
• Schedules and staffs for appropriate business levels.
• Monitors training of new employees to help them achieve higher goals.
• Effectively performs coaching and disciplinary counseling as needed.

EDUCATION and/or EXPERIENCE:

Required:

• High School diploma or equivalent.
• At least two (2) years of cage experience

Preferred:

• One (1) year of supervisory experience.
• Bilingual abilities, English as the primary or secondary language.

CERTIFICATES, LICENSES, REGISTRATIONS:

• MA Gaming License
• Proof of eligibility to work in the United States

KNOWLEDGE/SKILLS/ABILITIES:

• Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.
• Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking and writing. This includes targeting the amount, style, and content of the information to the needs of the receiver.
• English Language Proficiency: The ability to speak and understand spoken English when giving and receiving instructions, and talking with management, coworkers, and guests. This includes using correct grammar when speaking and not using slang terms.
• Presentation: The ability and willingness to present oneself in a professional manner with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free.
• Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address othersestions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others.
• Problem Solving: The ability to define, diagnose, and resolve problems. This includes seeking, logically examining, and interpreting information from different sources to determine a problemause and developing a course of action to resolve the problem and to prevent its reoccurrence.
• Coaching and Developing: The ability to train, coach, and develop employees. This includes recognizing and fostering talent, enhancing employeesb skills and performance through instruction, training, personal guidance and example; providing appropriate developmental experiences for skill and job growth; and helping employees learn from their mistakes through positive reinforcement.
• Planning and Organizing: The ability to set priorities, plan and coordinate work activities, and obtain and manage resources so that work objectives are accomplished efficiently.
• Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.
• Stress Tolerance: The ability to work productively and effectively when faced with stressful work situations and time pressures. This includes maintaining stamina, patience, and effective interactions with others under stressful working conditions, and maintaining a calm, controlled, professional manner when facing high pressure and demanding situations.
• Arithmetic Computation: The ability to perform arithmetic computations such as addition, subtraction, multiplication, and division correctly using whole numbers, fractions, decimals, and percentages.
• Agility: The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks including constant standing, walking, frequent bending, reaching, kneeling, and squatting.
• Work Conditions: The ability to perform job activities in an environment where pipe, cigar, and cigarette smoking is permitted.
• Dependability: The ability and willingness to take ownership of work activities and ensure that they are completed accurately, efficiently, and in a timely manner. This includes being conscientious, committed, reliable, trustworthy, and accountable for completing work activities.
• Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.

WORK SCHEDULE/HOURS:

• Regular scheduled hours : Work Days: Varies Hours: Varies
• Other st be flexible if needed for occasional work outside of normal business hours.