Guest Services Center Manager

Description

Working at Truckee Gaming comes with more than just a paycheck. We offer perks designed to make your work experience rewarding and enjoyable:

• Paid Time Off (PTO), available after 90 days, with annual cash-out options
• Paid Lunch Breaks and a Complimentary Employee Meal during your shift
• Employee Events, a comfortable break area, and our Employee Loyalty Program
• Affordable medical, dental, and vision insurance

Guest Service Manager

Promote Club Fortune North Casino to increase customer awareness and business levels. Responsible for conducting guest transactions accurately and efficiently, including exchanging gaming instruments for cash and handling guest inquiries. Maintain cage cash summary, cage balance sheet, Title 31 MTL log, and all required paperwork. Perform kiosk and ATM cash fills as needed. Lead and manage a team of Guest Service Center Representatives to ensure exceptional service and compliance with company standards.

Requirements

• Support marketing promotions and community events, including assisting with the development and planning of incentive programs, special events, and promotional efforts
• Assist with event registrations, execution of marketing and special events, and act as a support emcee for drawings, giveaways, and special events as needed
• Maintain strict confidentiality of sensitive information
• Train, coach, and manage the performance of the Guest Services Center team
• Create staffing schedules aligned with the 24/7 business needs of the casino
• Assist with marketing collateral such as print, electronic, social media, and direct marketing outlets, including proofreading and printing
• Keep accurate records of all marketing, event, and promotional files in accordance with Nevada Gaming Control Board regulations
• Work closely with the Accounting department to ensure compliance with Nevada Gaming Control Board regulations and assist with correcting discrepancies
• Create and distribute informational emails for employees regarding promotional efforts and report on the effectiveness of ongoing marketing communications
• Respond to guest and employee inquiries, including phone calls and emails from the casino website and social media, while actively participating in positive problem-solving
• Create and monitor guest loyalty rewards in various programs, including Oasis, Everi, and other platforms as directed
• Promote and enroll guests in the rewards program
• Perform cash transactions of gaming and monetary instruments
• Maintain accuracy of both cash drawer and all related paperwork
• Maintain and supply property outlet banks
• Maintain cage shift cash summary and balance sheets
• Balance Main Bank within variance policy standards
• Maintain and review Title 31 MTL log
• Serve as control for issuing sensitive keys
• Perform other duties as assigned

Certification Required:

• Nevada Gaming Registration