Responsible for the overall effective and efficient management of the Cage/Player’s Club Department operations at the property level. Highly visible position with the responsibilities of Club Osage, if the property has their Club Osage operation combined with Cage operations. Motivating the team for purpose of meeting, greeting and welcoming guests. Providing excellence in guest service with a positive attitude daily.

Provides leadership to assigned staff, ensuring effective internal and external communications, exercising appropriate judgment and decision-making skills, and ensuring all departmental operations are monitored and conducted efficiently and effectively.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

All Property Cage & Club Osage Personnel, positions and titles which may vary by property.

MINIMUM QUALIFICATIONS:

• Must be at least 21 years of age
• Bachelor’s degree in business administration or substantially related area from a four-year college or university preferred.
• Or at least five (5) years of supervisory experience within the casino gaming industry in cage and / or credit operations or in an equivalent area of responsibility where responsibilities include direct management of fifteen or more employees with an emphasis on policy and procedure compliance, cash control and protection of assets and credit operations is required.
• Experience with multiple gaming and non-gaming systems, such as, Konami Synkros, Casino Cash Trac, Info Genesis or other POS systems, V-1, NRT & other kiosk systems, Title 31 / AML / BSA systems, etc. or similar systems strongly preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Oversees check cashing privileges/credit privileges within authorized levels.
• Oversees and maintains confidentiality of all company data and records.
• Works closely with other internal departments to ensure all gaming guests are addressed.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts meetings with direct reports, soliciting input from employees on a routine basis.

• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvements are effectively relayed to management.
• Facilitates the flow of information throughout the department by presiding over scheduled meetings with the members of the departmental team as required.
• Effectively relates ideas for improvements, as well as soliciting employee input, both inside and outside the department.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the department, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by department personnel.
• Maintains excellent working relationships with other company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies, and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, Title 31, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understands and complies with regulatory requirements and enforces regulatory standards through discipline when necessary.
• Establishes and recommends procedure changes that ensure proper accountability for guests.
• Protects company assets while dealing with the public in an efficient and courteous manner.

JOB REQUIREMENTS – Cage:

• Broad variety of tasks and deadlines may require an irregular work schedule.
• Ability to work weekends, nights, holidays, and extended hours as needed.
• Ensures all company funds are accounted, reconciled, and reported accurately on a daily basis.
• Ensures minimum bankroll is maintained and meets regulatory guidelines.
• Maintain optimum level of cash on hand and operating funds.
• Ability to collaborate withotherdepartments and systems to accurately record and report daily revenues and cash balances.
• Ability to analyze and interpret departmental needs and results.
• Ability to problem solve and resolve issues including guest service matters.
• Thorough knowledge of applicable laws and regulations including Title 31, BSA, AML and all applicable gaming laws.
• Ability to perform assigned duties within a potentially high volume, fast paced environment.
• Possess the previous experience and necessary skill set to train, develop, and create opportunities for advancement their staff members.

JOB REQUIREMENTS - Club Osage:

• Club Osage coverage includes guest service providing specific information on casino, resort property as well as general information on the Club Osage program, answering questions, handing issues with increased escalation, and informing management.
• Promote Club Osage membership and opening of club accounts as needed.
• Steady and pro-active business demeanor
• Handles and resolves player issues, problems, and concerns.
• Maintain goodwill with all guests and ensure quests are aware of events and supports execution through attendance and follow-up.
• Interact with guests on a daily basis within the casino in a positive and professional manner.
• Resolves inquiries and complaints from all players.
• Maintains security and confidentiality of all player accounts and information, files, records, and lists.
• Provide property-wide leadership role for superior external guest service in conjunction with other management.
• Knowledge of and promote casino promotions, special events, and amenities to casino guests.
• Produce operational reports for marketing & management as needed.
• Develop and coordinate standard and/or custom reports as required.
• Recommend improvements of facilities or services to ensure the success of guest programs.
• Computer usage, proficient typing, spelling, and intermediate level math
• Able to read and input guest information in casino patron system including driver’s license, state ID, passport, or military ID
• Flexibility and adaptability within a fast-paced working environment with concurrent multiple responsibilities, promotions, and special events.

KNOWLEDGE, SKILLS, AND ABILITIES – Cage:

• Ensure cage and credit operations, as needed, are conducted in a secure, efficient, and accountable manner in compliance with all applicable procedural & legal requirements, while delivering exemplary levels of customer service.
• Provides training, support and leadership direction to individuals directly reporting to this position in accordance with the organizational chart.
• Analyze and interpret trends associated with Cage & Credit operations, to maximize favorable customer service scores and optimizing operating costs.
• Requires knowledge, skills, and experience to accurately handle various forms of cash and non-cash transactions.
• Ability and mathematical skills to balance a high daily volume of currency and paperwork. Knowledge of both Class II and Class III Slots, Table Gaming, Hotel, Retail, and Food & Beverage, strongly preferred. Must have through knowledge of Bank Secrecy Act, Title 31, and applications as they apply to federal reporting guidelines.
• Adapt operations to accommodate new regulatory and marketing program changes.
• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service required.
• Knowledge of fiscal programming and budgeting processes necessary to manage and to ensure that budget constraints and program timelines are met.
• Read, write, speak, and understand the English language. Read professional publications, industry magazines/ journals, newsletters, and documents.
• Protect the Company’s assets by keeping information confidential.
• Perform assigned tasks with limited and or no supervision.
• Establish and maintain positive relationships with executive, managerial and supervisory staff, employees, and the general public.
• Work well alone or within a team.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence to upper management as required.
• Utilize MS Office products at basic to intermediate skill level.
• Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
• Proactively be aware and resolve situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• May be required travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing/maintaining professional and personal networks.
• Ensures assigned staff accurately prepares detailed daily, weekly, and monthly operating reports as needed.
• Continuously analyzes operations and recommends improvement, and effectively relates ideas for improvements while soliciting employee input.
• Ensures appropriate number of qualified employees are recruited and retained to ensure services offered exceed the expectations of external and internal guests.
• Responsible for the selection, hiring, training, retention, and performance evaluation of all assigned staff. May recognize, reward, discipline, promote, and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority.
• Ensures departmental staff is aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Assist to develop and implement staff development plans for those employees who display the necessary skills, motivation, and attitude to grow within the company.
• Investigates, evaluates information, makes decisions as needed and provides guidance/opinions regarding departmental operational matters, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions compliant with applicable laws, rules, regulations, and established controls.
• Assists to develop and submits for approval of annual departmental operating budget and justification assessments.
• Monitors and ensures expenses remain within operational projections or approves variances as may be necessary to ensure departmental services are maintained or enhanced.
• Assist to provide timely and accurate analysis of departmental related statistics, analytical reports, and related operating expenses that will ensure the department functions in an effective, efficient, and profitable manner.
• Performs all other related and compatible duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES - Club Osage:

• Ability to be consistently mindful of successful reaching of department goals on casino floor / club with new member enrollment resulting in the acquisition of Club Osage members.
• Ability to be responsible and productive without immediate and direct supervision while spending quality time at the cage/Club Osage helping team reach and surpass goals
• Ability to be consistently friendly, courteous, and smiling with all guests and fellow company team members
• Ability to stay current on casino promotions, special events, and amenities with the ability to find and communicate information when necessary.
• When necessary, the ability to seek assistance and guidance from management team as it applies to the communication of information and providing excellent guest service.
• Ability to be a team player and recognize the importance of helping the team succeed for the benefit of the company as it relates to successful individual performance.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• Ability to sit, stoop, kneel, crouch, and crawl while performing duties.
• Ability to drag, push, or pull up to 50 pounds and lift upwards of 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

• Regularly uses personal computer systems and/or other devices to effectively perform job functions.
• May be exposed to second-hand smoke.
• Evening and weekend shifts as required. Extended hours and irregular shifts may be required.
• Noise level in the work environment is moderate to high.
• The employee will be required to provide guest service and initiate and resolve service recovery issues.
• The employee is occasionally exposed to risks associated with travel between properties as required due to business demands.