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:


The Casino Cage Manager/Guest Services Manager operates the 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)

* Is familiar with the local gaming market (Reno, Carson City, Lake Tahoe, surrounding areas) and able to interview in-person.  No travel expense provided.

* Will apply directly to the Gold Dust West, Carson City website at the link below:

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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