H5020 GENERAL STORE SUPERTECH

Key Responsibilities

• Explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understand where to find information needed to complete tasks to standard.
• Explain or demonstrate technical skills used to complete tasks to standard.
• Take ownership of problems and solve them when solutions may not be available.
• Provide guests with directions or other venue information.
• Act upon all comments/complaints in a prompt, professional, and friendly manner.
• Has complete knowledge of IMGR&C products and services.
• Provide suggestions to improve performance.

Performance/Behaviors

• Responds to obstacles and finds new ways to reach desired end results.
• Acts and takes charge in absence of guidance to respond to guest or internal customer needs.
• Supports achievement of Quality Goals by acting to protect and preserve property.
• Maintains neat, clean, and in good repair all areas, equipment, and furnishings.
• Acts to protect and preserve property of IMGR&C.

Service

• Serves others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Takes ownership of guest problem(s) until it is solved.
• Provides service outside job responsibilities if needed to help resort succeed.

Professionalism

• Maintains IMGR&C Appearance standards.
• Supports IMGR&C reputation and image in all situations, on and off property.
• Attends to IMGR&C policy for attendance.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

Team Work

• Puts success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Contributes ideas that support progress and success at shift, team, and departmental meetings.

Essential Duties and Responsibilities

• Supervise slot floor operations and team members including attendants and technicians.
• Assign daily tasks and monitor performance to ensure operational efficiency.
• Respond to and resolve guest complaints and machine malfunctions promptly.
• Perform and oversee slot machine transactions, maintenance, and repairs.
• Operate electronic test equipment and handheld communication devices.
• Avoid obtaining and maintaining a gaming license.
• Maintain imprest bank and ensure proper handling of cash transactions.
• Process jackpot payouts accurately and in compliance with gaming regulations.
• Train team members on customer service, technical procedures, and safety standards.
• Maintain cleanliness and organization of slot areas and machines.
• Draft team member schedules and approve time-off requests.
• Ensure adherence to all regulatory, departmental, and casino policies.
• Perform other duties as assigned to support department and resort success.

Supervisory Responsibilities

• Interviews and trains team members.
• Plans, assigns, and directs work.
• Conducts performance reviews.
• Rewarding and disciplining team members.
• Addressing concerns and resolving conflicts.
• Ensuring team compliance with appearance, attendance, and service standards.
• Supporting team development and morale through coaching and feedback.

Education and/or Experience Requirements

• Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm.
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Treats others with respect in all situations.
• Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
• High school diploma or GED required.
• 1–2 years of experience in slot operations, technical maintenance, or supervisory roles preferred.
• Electrical/mechanical experience in troubleshooting slot machines is a plus.