VLT Supervisor

About the role

The VLT Supervisor is responsible for monitoring and leading VLT floor operations, ensuring exceptional customer service, and maintaining the cleanliness of the VLT operations area. This position reports directly to the Manager of VLTs.

Responsibilities

• Creates and leads continuous customer service and team member workplace improvements and initiatives.
• Maintains an upbeat and positive attitude throughout the assigned shift.
• Upholds integrity of VLT Department Compliance and OSHA regulations.
• Ensures safety rules are enforced and assists in training team members to do the same.
• Speaks positively about the company and fellow team members, especially in the presence of our front-line team.
• Supports VLT Managers in any assigned administrative responsibilities.
• Rewards and recognizes team members for observed positive behavior.
• Meets with the outgoing VLT Service Leader in assigned area and ensures a thorough pass down of information between the shifts.
• Reviews daily break schedule(s) to ensure adequate floor and booth coverage for the entire shift.
• Communicates with the VLT Service Leaders on different floors and creates break strings that maximize floor and booth coverage.
• Conducts a thorough walkthrough of assigned area, making specific notes of down machines, cleanliness, missing or extra VLT chairs, supplies, employee interactions, and equipment operation.
• Helps develop plans, actions, and standard operating procedures for the operation and administration of assigned departments.
• Establishes and maintains scheduling procedures, considering time and use of facilities and related public specialty areas and events.
• Touches base with each team member in assigned area at least once during the day to inquire about their satisfaction, ensure they have all the tools necessary to do their job, and ask about any concerns, issues, or suggestions they may have. Seeks to resolve any of these issues at some point during the shift or at a minimum makes the leader aware and sees if they can assist.
• Proactively comps players after actively evaluating their play.
• Seeks out service breakdowns (long wait times) and proactively issues comps to regain satisfaction.
• Must be able to comprehend compliance guidelines and uphold Internal Controls, MCC Regulations, and department policies and procedures.
• Handles all player and/or team member issues that arise throughout the shift (utilizing all available tools such as CMS, past behaviors and play, etc.). Contacts a VLT shift manager for any issue that cannot be resolved and provides suggestions and justifications for the problem at hand before contacting him/her.
• Affirms team members follow established safety regulations in the use of equipment and supplies at all times.
• Makes certain VLT Dispatch is operating effectively for their area and that calls are being reported and answered in a timely and professional manner.
• Serves as a dynamic and energetic leader, fostering teamwork, team member morale, motivation, and open communication.
• Establishes self as a highly credible leader with the highest levels of integrity and always acts in the best interests of the property and the company.
• Acts as a role model and coach while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
• Ensures that team members clearly understand and are held accountable for their performance expectations.
• Provides appropriate recognition and rewards to individuals and groups when consistent superior performance is attained.
• Works as a change agent and challenges the departmental processes to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes, and program effectiveness and value.
• Demonstrates excellent facilitator skills in determining a vision, aligning, and inspiring the team to achieve the vision.
• Promotes and coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated team members.
• Recommends and implements change to improve overall team member and guest satisfaction.

Qualifications

• High school diploma or general education degree (GED).
• Knowledge of various internal written and verbal codes/abbreviations.
• Strong supervisory and leadership skills.
• Excellent verbal and written communication skills.
• Ability to get along with co-workers and work as a team.
• Professional appearance.

Skills

• Supervisory and leadership skills.
• Knowledge of internal codes/abbreviations.
• Strong communication skills.
• Teamwork and interpersonal skills.
• Professional appearance.

Benefits

As a company, we are JACK Entertainment, a recognized leader in the gaming and hospitality industry and a champion for good in the community. We believe in making the company a great place to work and play!

Pay

Details on pay will be provided upon interview.

Schedule

Details on schedule will be provided upon interview.