Description

Essential Functions:

• Supervises Slot Attendants while developing and implementing effective strategy for managing customer service for the Slot Operations Department.

• Reviews and evaluates the Operations Team performance. Takes corrective action with team members as required to maintain performance standards.

• Creates weekly and daily schedules.

• Ensures effective recruitment, hiring, training, recognition, coaching and counseling and other personnel related matters are being handled appropriately throughout assigned departments.

• Ensures application of federal currency reporting standards.

• Provides courteous and helpful information to guests. Responds to guest complaints in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.

• Maintains meticulous security of keys, radios and any other devices issued to them and complies with company safety standards.

• Administers supervisory responsibilities in accordance with the Companies and Departments policies and procedures.

• Attends all required training meetings.

• Performs other tasks as assigned.

Core Competencies:

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive

• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success

• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations

• Demonstrates the courage and initiative to present new ideas and perspective to create positive results

• Exhibits respectful consideration of viewpoints, situations and others

• Puts the guest at the forefront of every decision

Essential Requirements:

• Strong people skills need in order to interact well with guests and team members.

• Must have the ability to deal effectively and interact well with diverse group of guests and employees.

• Must be able to analyze situations and make decisions is a fast paced environment.

• Must be able to maintain composure and positive approach when dealing with all guests.

• Must be able to interact with mobile devices, touch screens and computers.

• Previous experience using Smart Phones and/or Tablets is preferred.

• Strong computer skills and ability to learn new programs quickly. Experience using Excel and Word is a plus.

• Have a complete understanding of Departmental, company and New York State Gaming Commission rules and regulations that apply to the position.

Knowledge/Work Experience:

• Must be 21 years or older

• BA/BS in hospitality or a related field and/or a combination of education and related experience

• Five (5) years of experience in a guest service or customer service driven industry with a minimum of three (3) years in a supervisor/manager role in a high volume, complex resort casino environment

• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.

• Must have complete technical understanding of broad range of slot machines and systems and ability to train others.

Qualifications

Behaviors

Preferred

• Enthusiastic: Shows intense and eager enjoyment and interest

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization