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Essential Job Functions: Directly supervises all line level team members. Responsible for accurate and timely completion of all shift work. Maintains harmony among Team Members and resolves grievances. Maintains attendance and variance records; researches all discrepancies related to cash activities. Monitors NRT machines to ensure optimum uptime. Is fair and consistent in all employee related interactions. Assists in the meeting of all deadlines including but not limited to: evaluations, spotlight pace, documentation, and return of Revenue Audit exceptions. Is professional and calm in all aspects of business operations and sets tone and example for entire department. Applies excellent problem-solving, critical thinking and decision-making abilities in a fast paced environment is required. Strives to maintain consistency among shift. Partners with other departments to solve common issues where Total Reward, Cashiering or Credit experience may be applicable. Is detailed in monitoring that all policies and procedures are performed by personnel and documents accordingly. Maintains the accountability of the cage in accordance with Grand Biloxi internal controls, requirements of the State Gaming Commission, and internal policies and procedures. Creates exciting atmosphere for guests, following all Spotlight behaviors. Make suggestions to improve Customer Service within the department. Data entry into CMS ensuring accuracy on all accounts. Assist in preparation of reports as requested. Maintains confidentiality of all matters regarding guests, team members, and the business operation. Ensures compliance with all “Title 31” regulations. Stays up to date on all aspects of property promotions andInspires others by demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all employees. Conveys positive energy and enthusiasm focusing on the customer interaction. Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements. Communicates service problems and team plans in buzz sessions and facilitates problem-solving meetings with team. Immediately addresses service issues and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events. Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them. Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy. Addresses employee performance issues, coaches for improvement and provides ongoing feedback. Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance. Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely
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