Casino Cage Manager/Guest Services Manager 122418

Title: Casino Cage Manager/Guest Services Manager 122418
Department: Carson - Guest Services/Cage
Location: NV - Gold Dust West - Carson City
Employment Duration: Full time
Available Shift:
Pay Range:


Operate player’s club system effectively, ensure compliance with Gaming (Title 31), and practice/instill excellent customer service skills through all Guest Services Department.  Guest Services Manager must have an in-depth understanding of accounting procedures, must coordinate all cage transactions, complete all cage paperwork, and assist in problem solving of discrepancies. Employee must have a complete understanding of all gaming rules and regulations.

Ideal Candidate Has:

* Prepared a Resume

* Direct Supervisory Experience: Five Years

* Direct Management Experience: Two Years

* Computer Skills: Proven High-Level Proficiency

* Leadership Skills: Proven ability to influence a successful team (interview, hire, train, discipline)


Essential Job Responsibilities and Duties

  • Maintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement

  • Coordinate all cage transactions, complete all cage paperwork and assist in problem solving

  • Complete understanding of all gaming rules and regulations (Title 31)

  • Maintain cash bank inventory

  • Routinely cash checks

  • Lead and ensure a smooth flow of business and a spirit of cooperation and teamwork with cage employees and Guest Services Supervisors.

  • Perform customer service in a pleasant acceptable manner

  • Follow all guidelines and procedures as established by management

  • Thorough knowledge of applicable Company and departmental policies and procedures

  • Ability to problem solve transaction errors (over & short), willingness to learn, follow, and suggest any policy or procedure that may help company mission

  • Adhere to all appearance and uniform standards

  • Maintain an open line of communication with Management

  • Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors

  • Ability to accept performance feedback in a professional manner

  • Regular attendance and arriving on time to all scheduled shifts and mandatory meetings

  • Other duties as assigned

    General Job Responsibilities and Duties

    To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:


  • Offer a warm greeting to everyone you encounter with a smile and eye contact.

  • Practice mutual respect by dealing honestly in all interactions.

  • Use genuine listening skills and offer sincere responses.

  • Promote positive interactions with both external and internal guests through sincere greeting and communications.

  • Be approachable, listen and lead by example.


  • Be proactive and positive.

  • If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.

  • Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.

  • Acquire knowledge, training and education. Communicate it to all employees.

    Service Excellence

  • Anticipate our guests’ needs before they ask.

  • Contribute ideas and solutions to improve customer service.

  • Escort our guests rather than point.

  • Take personal pride in the quality of your work.

  • Actively seek feedback from our guests concerning our service and atmosphere.

    Team Work

  • Share and explain information.

  • Great teams consist of great performers.

  • Create a culture of two-way communication with employees and guests.

  • Be courteous, kind and patient with each other.

    Skills, Education and Other Requirements

  • Must have an understanding of accounting procedures

  • Two years direct experience in a management capacity

  • Five years direct experience in a supervisory capacity

  • High-level proficiency with computers (basics include: use of shared drive, email, reporting, profit & loss, disciplinary actions

  • Other Requirements include full accountability:

    • profit and loss for department (must prepare monthly substantiation and update accounting software with comments)

    • hiring/staffing (must have experience screening, interviewing, and onboarding new hires to Guest Services)

    • training & disciplinary (must prepare documented training)


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