Lead Slot Attendant (7481)

About the role

This position is responsible for assisting with the day-to-day operations of the Slot Department to ensure all customers receive proper customer service, leading the shift in the absence of the Slot Supervisor, and ensuring all slot machines and equipment comply with established standards. The role strives to deliver the Five Star Experience to Guests and fellow Team Members, including a commitment to the Service Promise: "We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters."

Responsibilities

• Provide outstanding customer service to guests and all other employees by exceeding the mission statement.
• Lead by example and carry out the Five Star Experience by fulfilling the Mission Statement, Service Promise, and following department service standards, including consistently performing service expectations: Welcoming, Proactive, Seamless, Personalized, and Valued.
• Perform headcounts.
• Prepare jackpot and daily reports along with corresponding emails.
• Read and record progressive meters accurately (MICS (k) in-house progressive gaming machine standards).
• Oversee and ensure Slot Attendants adhere to all Casino and department policies.
• Perform overrides through the system when needed (MICS (d) jackpot payout standards and (n) cash out tickets).
• Plan, organize, and execute daily functions to maintain each individual shift based on business demands.
• Exercise urgency and ability to multitask and prioritize tasks.
• Hold oneself to a high standard of ensuring the success of the department/organization and the safety of Team Members and guests.
• Act on behalf of the organization with integrity and professionalism.
• Adhere to and enforce Title 31/Anti Money Laundering violations.
• Support the team through industry, policy, and procedural changes.
• Conduct informative pre-shift meetings, ensuring team members remain informed of all relevant information.
• Observe and identify equal workload distribution amongst front-line team members.
• Meet and adhere to department expectations set by Management.
• Remain supportive of the team during heavy business volume.
• Communicate problems and concerns to other Casino employees by chain of command.
• Communicate directly with the Slot Supervisor on internal matters, performance issues, and any unresolved matters while overseeing a shift.
• Proactively bring awareness to Slot Attendants needing to refocus and realign with department expectations.
• Monitor and ensure that all employees are using the radios properly.
• Assume administrative responsibilities as assigned by the Slot Supervisor.
• Demonstrate knowledge of Casino Marketing concepts and procedures to ensure the highest level of service.
• Understand and be able to apply and explain the Gaming Rules of Spotlight 29 Casino.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and assist them as required.
• Follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Make sound business decisions in a fair and honest manner.
• Serve as the primary escalation point for slot machine disputes, guest concerns, and workflow challenges in the absence of the Slot Supervisor.
• Execute override and manual transactions/authorizations as required.
• Perform thorough, well-documented investigations into slot machine and guest disputes.
• Maintain strong open lines of communication with the Slot Supervisor and the Department Manager.
• Demonstrate strong independent decision-making abilities, using sound judgment to resolve issues promptly and effectively.
• Apply proactive problem-solving skills to prevent operational delays and support a smooth, efficient guest and team member experience.

Requirements

• High School Degree (or GED).
• Two (2) years (or equivalent) supervisory experience.
• Must pass periodic random drug screens.
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear.
• Frequently required to stand, walk, and sit.
• Occasionally required to use upper extremities, including hands and fingers to handle or feel, reach with hands and arms.
• Occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl.
• Must occasionally lift up to 25 pounds and/or push/pull up to 50 pounds.
• Occasionally required to use repetitive movements to complete tasks.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• May be required to work in low-light conditions and exposed to loud noise for extended periods.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations, some open 24 hours per day, 7 days per week.
• Must be flexible to work any and all hours, including weekends and holidays.
• Must be available for emergency calls 24/7.
• Some enterprises are gaming facilities and may not be smoke-free environments.
• Surveillance cameras and audio equipment monitor the premises 24 hours per day, 7 days per week.