Supervisor, Slot Operations - Non Exempt - Slot Operations

Job Description

The incumbent in this position is responsible for ensuring maximum guest service and satisfaction of external as well as internal guests through the organization and supervision of assigned areas according to established Slot Department policies and procedures. This position is responsible for learning and enforcing the various policies and procedures required of the Slot Department.

Essential Functions

• Implements and ensures compliance with approved company policy and supervises the operation of slot machines and performance of slot personnel during assigned shift.
• Aids in the selection, support, and ensures adequate training, supervision, evaluation, and equitable treatment of slot personnel.
• Strives to meet revenue goals by ensuring maximum guest service; ensures adequate staffing levels to meet these goals and remain within established budget.
• Knowledge of all ERGC regulations as well as Hard Rock's internal controls, policies, and procedures.
• Responsible for any new programs implemented by the department and be held accountable to meet the criteria set forth by management.
• Oversees all aspects of slot guest service; works closely with all departments, including Security, Surveillance, Players Club, VIP Services, Beverage and Cashiers.
• Establishes and develops relationships with guests through positive, effective interaction focusing on loyalty and profitability of specific player segments.
• Maintains slot play, staff members and all associated operational areas to ensure compliance with applicable regulations, internal policies and procedures.
• May work in the capacity of a Slot Guest Service Representative.
• Attends and participates in meetings, completing follow-up as assigned.
• Performs work regularly and predictably.
• Delivers a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Presents an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• This position spends time on the slot floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
• Observes and directs actions of subordinates/trainees.
• Reviews and comprehends all necessary documentation.
• Writes routine reports and correspondence.
• Speaks effectively before groups of guests and team members of the organization.
• Applies commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Deals with problems involving several concrete variables in standardized situations.
• Works with computers.
• Works with large amounts of cash.

Qualifications

• A minimum of 1 year supervisory experience.
• Prior slot experience and Gaming industry experience strongly preferred.

Skills

• Strong leadership and interpersonal skills.
• Excellent interpersonal, oral and written communication skills.
• Meticulous, organized and accurate.
• Extreme confidentiality.
• Familiarity with a variety of computer systems and applications.
• Be flexible to work varying shifts and time schedules as needed.
• Communicate effectively with all levels of employees and guests.
• Manage multiple details and tasks concurrently in a changing environment.
• Able to work effectively in a team environment.
• Analyze and think about how possible solutions impact on the entire operation.