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The Lodge Casino - Guest Services Shift Manager

Company: Jacobs Entertainment, Inc.
Location: Aurora
Posted on: January 16, 2022

Job Description:

Essential Job Responsibilities and DutiesMaintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement.Knowledgeable of all Guest Services and club functions and must possess the ability to train staff with all facets of the Guest Service Department.Assists with scheduling, payroll, and tracking attendance.Assists with annual reviews and evaluations for staff.Assists with interviewing and hiring new staff members.Assists with proper training of staff, assist with coaching of staff as needed.Assists with completing & issuing disciplinary action warranted up to and including termination.Assists and oversees the tracking of variances and discrepancy notices for Guest Service staff.Serves as a liaison with other departments within the Casino.Assists with the responsibility to ensure Guest Services personnel follow and understand internal procedures, check cashing, Title 31, ICMP's and all gaming regulations and accounting practices.Proficient with all guest service databases.Provides support for issues and concerns that may occur during business hours.Ensures and models a positive and professional demeanor during all interactions with guests, fellow employees, staff, and external regulatory agencies.Assists with the inventory of bus passes and ordering of supplies.Regular, predictable attendance is an essential function of your jobThorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.Adhere to all appearance and uniform standards.Maintain an open line of communication with Management.Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.Ability to accept performance feedback in a professional manner.Regular attendance and arriving on time to all scheduled shifts and mandatory meetings.Other duties as assigned. Other Functions: Knowledgeable of Gaming Regulations, ICMP's, Title 31 and internal company expectations and procedures.Maintain compliance with all Gaming Regulations, ICMP's and internal company policies and procedures.Provide a positive work environment, encourage teamwork and cooperation within the department and with other departments.Work closely with department manager to develop policies, procedures, as well as service and training standards.Assist with developing and maintaining Guest Services procedures, address safety issues, resolve problems in Guest Service, assist Guest Service staff as needed and backup as Guest Services representative when needed.Assist with determining and maintaining cash flow, assist with creating and maintaining all Guest Services forms, check overrides when needed, resolve any customer disputes.Other projects and duties as required or assigned. Skills, Education and Other Requirements Previous cash handling and prior casino experience preferred.2 years supervisory experience required.Strong organizational and mathematical skills.Ability to follow written and oral instructions, to function as part of a team and to remain calm and professional when under pressure.Communication skills that always reflect a welcoming and friendly attitude towards all guests and co-workers .Basic computer skills, Word and Excel. Ability to 10-key.Must be knowledgeable of Colorado Gaming rules and regulations.Must possess a valid Colorado Gaming License.Pay will be based on experience. Employee Benefits we offer: $1,000 Hiring Bonus!$200 for vaccinated employees! Referral Bonus up to $200. 48 hours of Sick Time available immediately, and renews annually. 80 hours of Vacation after 1 year employment. 7 paid holidays.Paid Breaks. Health, Dental, and Vision Benefits after 60 days. Company paid Life Insurance and AD&D. 401K, and matching after 90 days.Wellness Program- Get paid to go to the Doctor's. Tuition reimbursement.Employee Recognition.Ongoing learning and development programs. Career Opportunities, we mean it! Majority of our supervisors and managers are promoted from within. Don't want to drive to Black Hawk?Take a look at the casino bus routes at and an employee you can ride the bus for only $5 round trip.

Keywords: Jacobs Entertainment, Inc., Aurora , The Lodge Casino - Guest Services Shift Manager, Hospitality & Tourism , Aurora, Colorado

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