Is responsible for leading and managing Guest Service Center Shift Supervisors, Guest Service Attendants and Vault Cashiers in the effective and efficient operation of the Cage and Rewards Club operations.
Job Qualification Statement
The successful Shift Manager applicant must:
Be 21 years of age or older
Demonstrate math and leadership skills to meet the expectations of the position.
Possess a minimum of two (2) years of cash handling and customer service experience, and two (2) years in a supervisory or management position (preferred).
Casino Experience not required
Possess one (1) year as a Guest service Center Shift Supervisor or equivalent casino position (preferred).
Be able to work all shifts as needed (schedules may be on a rotating basis).
Be able to effectively communicate with other team members, supervisors, and managers.
Possess the ability to perform multiple tasks while maintaining organization of work processes.
Be able to operate a variety of office equipment to include copier, fax machine, telephones, calculator, computer, coin counting and currency counting machines.
Possess the ability to make sound decisions and problem solve.
Possess effective leadership skills, such as accepting responsibility for their own actions and those of their subordinate team members, stress management, conflict resolution and coaching and counseling.
Essential Job Functions:
Maintains the viability and integrity of the department by ensuring that all state, company and department policies and procedures are adhered to.
Schedules, evaluates, develops and monitors subordinate team members.
Keeps management informed of the activities and status of operations in the department with emphasis on uncommon or possible challenges by maintaining awareness of outside and internal conditions, trends and legal requirements which may impact the department.
Develops communication and cooperation within, and between, departments to promote an atmosphere of teamwork and resourcefulness.
Through a positive example, actively promotes an environment conducive to high quality guest service, including the handling of guest disputes, speaking clearly and persuasively when handling both positive and challenging situations.
Investigates, resolves, reports and takes appropriate corrective action on discrepancies and variances discovered in the operation of the department, including cash overages/shortages, team member conflict, attendance and other documented concerns.
Physical Demands and Work Environment:
The work environment involves everyday risk of discomforts associated with excessing standing, computer monitor use and cash handling. Use of safe work practices with office equipment, avoidance of trips and falls, and observance of fire regulations is needed. The work area is adequately lighted, heated and ventilated.
This position requires that the team member be able to stand and walk for long periods of time, up to five (5) hours without a break, to ensure adequate internal guest service standards are maintained. This position may also involve some bending or carrying of light items (not to exceed thirty (30) pounds).
Churchill Downs Inc.