GENERAL SUMMARY
The Casino Shift Manager will oversee Casino/Hotel Operations Enforce MICs and SOP’s approved by the PGC Mediate Guest and Team Member disputes Administer oversight of gaming activities Administer oversight of Casino payouts Oversee the entire property during assigned shift. Monitor the effective running of each Department during an assigned shift including authorizing any needed overtime. Handle Guest Disputes including deciding when to initiate the Gaming Resolution Dispute Form. Active Member of F.E.R.T. emergency response team. Oversee the Jackpot payouts of Slot Jackpots over 15k, Table Games Jackpots, and Poker Bad Beat Jackpots Monitor Gaming areas for any irregularities including identifying any possible Card Counters, Advantage Players, scam artists, panhandlers, etc. Ensure the compliance of all property wide SOP’S and MICS including Title 31 rules and regulations and ABC laws. Interface with Guests and provide proper follow up where needed.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
•Ensure accurate accountability of all large Slot Jackpots and Table payouts.
•Process player restrictions and determine duration.
•Observe and report any areas of vulnerabilities to Leadership Team through end of shift reports.
•Actively pursue credit collections, overpayment errors, or any other monetary irregularities, by directly interfacing with the guests in question.
•Evaluate Guest’s credit worthiness and authorize credit limits up to 25k.
•Support Departmental Managers by mentoring, training, coaching and providing support where needed.
•Oversee secure items such as keys, cards, and chips. Monitor proper flow to appropriate areas of such items.
•Authorize guest comps for rooms, food, transportation, or other items as needed. Guest service, guest service, guest service.
•Other duties as assigned


ACCOUNTABILITY: The Casino Shift Manager has supervisory responsibilities including team member corrective actions and team member relation issues.


EXPERIENCE/TRAINING/EDUCATION: Master's degree (M. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience is required to successfully perform this job.


COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. This position also requires the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Furthermore, this position also requires the ability to write speeches and articles for publication that conform to prescribed style and format. This position also requires the ability to effectively present information to top management, public groups, and/or boards of directors.


MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. This position also requires the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions. This position also requires the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


CERTIFICATES, LICENSES, REGISTRATIONS:
•Class A Gaming License
•Classes in ABC liquor laws, Title 31, and Responsible Gaming
•Attendance in Seminars for Card Counting, Advantage players, and scam artists
•Completion of company classes in sexual harassment, workplace documentation, etc…


SKILLS/ABILITIES:
•Proficiency in CMP usage
•Proficiency in Opera usage


OTHER QUALIFICATIONS:
•CSM should be able to walk into a problem, make an accurate decision quickly, thus helping to diffuse tense, delicate, and difficult situations.
•CSM should have an excellent understanding of Title 31 requirements, ABC liquor laws, and our MICS.
•CSM needs the ability to effectively multi task by prioritizing which situation demands the most attention first.
•CSM needs to be able to direct, lead, teach, and council Team Members effectively.
•CSM must be able to plan, lead, organize, coordinate, and evaluate all phases of the operation.