Responsible for overseeing day-to-day operations of the gaming department, under the direction of the Gaming Shift Manager.

Essential Duties and Responsibilities: A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

1. Provides next-level guest service to internal and external guests. Demonstrates #AddLife culture in all interactions with guests and co-workers.
2. Responsible for creating and fostering an environment of support and motivation for Team Members.
3. Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.
4. Positively affects interactions with guests and employees and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow employees.
5. Has knowledge of all HHR machines on the gaming floor and can determine proper payouts.
6. Survey sand evaluates the gaming floor in order to adjust staffing levels to better serve the guest.
7. Communicates with other department managers for situations that may arise and provides excellent customer service to guests and any needs they may have.
8. Responsible for handling customer complaints and disputes.
9. Completes the necessary paperwork associated with the daily functions of the HHR department including, but not limited to, shift reports, attendance logs, and corrective actions.
10. Ensures that all jackpot transactions are completed accurately, and that jackpot slips and payment procedures are compliant with departmental internal controls and are completed within a reasonable amount of time.
11. Assists on the gaming floor with patron calls and questions.
12. Knowledgeable of all Virginia Racing Commission rules and regulations.
13. Takes appropriate action based on observations, as directed or established by the company policy, procedures or Virginia Racing Commission regulations.
14. Performs, or assists subordinates in performing duties; adjusts errors and complaints.
15. Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the HHR Shift Manager.
16. Develops effective working relationships and positive customer service skills with all guests and fellow employees.
17. Other duties as assigned.

Regulatory and Compliance Responsibilities: In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gaming.
• Report any acts of wrongdoing of which the Team Member may have knowledge.

Position Qualifications: High School diploma or GED equivalent required plus a minimum one year supervisor experience is preferred. Other combinations of education and experience may be considered. Excellent verbal, written and interpersonal communication skills. Must be able to formulate and communicate ideas and to make independent decisions. Ability to work in an environment exposed to secondhand smoke, moderate to loud noise levels and varied light levels including flashing lights.

Certificates, Licenses, and Registrations: Virginia Racing Commission License

Work Environment: The noise level is loud when on the gaming floor. Candidate will be exposed to smoke when on the gaming floor. Confidentiality and gaming experience are a must. 

Supervisory Responsibilities: Responsible for direct supervision of subordinates.

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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