Casino Services Shift Supervisor - Full Time - Harrah's Gulf Coast

Essential Duties and Responsibilities include the following; other duties may be assigned, as necessary. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Roles and Responsibilities:

• Monitors and inquires on guests’ needs on a continual basis, ensuring all requests are promptly fulfilled. Handles and solves any concerns and questions guests may have, immediately addresses service issues and follows up to ensure guest satisfaction.
• Directly supervises and coaches all line level team members.
• Provides balanced feedback and recognition to team members on a daily basis.
• Promotes and maintains harmony among team members and resolves conflict.
• Monitors/supervises monetary transactions for all casino guests and team members.
• Work or assist with line level positions when volumes or staffing requires.
• Responds to all Caesars Rewards related requests for information, adjustments and investigation from but not limited to corporate Caesars Rewards, other properties’ Caesars Rewards centers, other departments at Harrah’s Gulf Coast and guests via phone, email or in person in a timely manner.
• Maintains accurate and consistent attendance, variance, policy/ procedure and communication records.
• Regularly performs random spotlight on service checks and provides feedback to ensure excellent and consistent guest service.
• Actively promotes, supports initiatives related to and ensures team members promote and suggest all Caesars related programs and products including but not limited to Caesars Rewards Visa, Caesars Rewards tier benefits and the Caesars Rewards app. 
• Researches discrepancies related to cash activities.
• Verify AML/CTR/BSA/KYC related paperwork and entries to ensure accuracy. 
• Monitors ticket redemption kiosks to ensure terminals are always in working order  and that any non-repairable issues have been reported to NRT.
• Responsible for assisting credit guests in establishing credit, discussing credit rules and policies with guests, updating credit information and paperwork, obtaining temporary increases to their line, approving credit within authorization limit and discussing/assisting with hold dates. 
• Responsible for accurate and timely completion of all shift checklist items.
• Displays fairness, professionalism, courtesy and consistency in all team member interactions.
• Assists in the meeting of all deadlines including but not limited to spotlight pace, documentation, performance evaluations, and return of audit and AML exceptions.
• Communicates all information provided via various channels on but not limited to Caesars Rewards programs and promotions, Special Events promotions, company events and changes to policy and procedure to direct reports in a timely manner.
• Ensures all new hires have completed training, review of policies and procedures and read in signs in a timely manner as well as returns the new hire checklist to HR in a reasonable time frame.
• Ensures all printed information available to team members is accurate and up to date including but not limited to property buzz planners and information, Caesars rewards programs, updates and promotions, Special Events rules and promotion information and self-exclusion logs.
• Assists in interviews of potential candidates to assist in the onboarding process.
• Maintains accountability of the Casino Services department in accordance with Harrah’s Gulf Coast internal controls, MS State Gaming Commission regulations and requirements and internal policies and procedures.
• Reviews and maintains sufficient cash, reel reward and coin levels to ensure efficiency in operations.
• Manages staffing and breaks based on volume and business needs and daily monitors team members accumulated hours to avoid unnecessary overtime.
• Manages changes to posted schedules fairly and consistently.
• Reviews and maintains accurate records in timeworks on a daily basis and ensures all requested and necessary adjustments for PTO and errors are made by end of the work week. 
• Creates an exciting atmosphere for guests and team members by role modeling spotlight on service behaviors and celebrating guest wins and team member successes with them.
• Continuously strives to improve service of guests and fellow team members by observing, using feedback or data and involving team members in discussions about service improvements.
• Implements and sustains positive changes within the department.
• Contributes to success and improvement of the b