Gaming Technician Supervisor - Shared Services

ABOUT COLONIAL DOWNS GROUP

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia: Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, and Virginia Horseplay. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our Team Members and propels us toward the achievement of our vision.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists with hiring, motivation, training, coaching, mentoring, and directing staff to ensure that Team Members receive leadership, guidance and resources to accomplish established objectives.
• Positively affects interactions with guests and co-workers 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 Team Members.
• Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.
• Has knowledge of all HHR machines on the gaming floor and can determine proper payouts.
• Protects company assets by adhering to company policies and all state and regulatory compliance including Internal Controls Policies and Procedures, The Responsible Gaming Plan and Title 31.
• Assists with establishing department standards, guidelines, and objectives, and maintaining other administrative processes such as budget and staffing to ensure proper planning and efficient operation of assigned areas.
• Responsible for ensuring that all department paperwork is completed correctly. These include jackpot slips, appropriate tax documents, guest claim forms. Team Member must ensure that all forms have the required signatures.
• Reports activity daily and coordinates with HHR operations on location; including customer activity and proactive repairs and maintenance, HHR moves, diagnostics and any unusual activity.
• Inspects, maintains, and repairs HHR machines as well as bill exchangers.
• Responsible for periodic maintenance, equipment testing, and service calls for HHR machines.
• Assists in monitoring the HHR system.
• Performs or assists subordinates in performing duties; adjusts errors and complaints.
• Assists in training of HHR technicians and HHR attendants at all locations and assists in troubleshooting various HHR machine malfunctions. Delegates authority and assigns responsibilities.
• Maintains security and always protects company assets.
• Communicates effectively to ensure that consistent, accurate and timely information is provided to all HHR operations on location and to the HHR Technical Manager.
• Effectively handles customer concerns and requests, ensure that all HHR machines are functioning properly and are available for play of guests.
• Addresses and manages complaints or concerns from Team Members.
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
• Ensures that staff behavior and appearance follow established standards. Issues written and oral instructions; assigns duties and examines work for exactness, neatness, and conformance to HHR operation policies and procedures.
• Monitor HHR Technician and HHR Operation reports from all locations to provide support, On-call support when needed.
• Daily and overnight travel required between locations, using a company vehicle, to provide support, perform projects and to provide training to the HHR Technicians and HHR Operations Team.
• Knowledgeable of all Virginia Racing Commission rules and regulations.
• Takes appropriate action based on observations, as directed, or established by the company policy, procedures, or Virginia Racing Commission regulations.
• Ensures that all HHR machines are functioning properly and are available for play of guests.
• Maintains knowledge of gaming laws/racing regulations, and company policies to ensure adherence to all safety protocols and procedures.
• Performs other related duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Excellent verbal and written communication skills.
• Conflict resolution and mediation skills.
• Knowledge of gaming operations, rules, and regulations.

EDUCATION AND EXPERIENCE

• Associate degree in electronics or related field strongly preferred.
• Two years or more in an HHR Technician/Bench Technician with A Certification preferred. A supervisory position is required in a high volume, complex environment.
• Other combinations of education and experience may be considered.
• Must obtain and maintain a valid racing license.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• The Team Member will be required to stand the duration of the shift.
• While performing the duties of this job, the Team Member is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; bend, stoop, kneel, crouch, or crawl; and talk or hear.
• The Team Member may be required to lift up to 50 pounds.
• The Team Member may be required to work long hours, including nights, weekends, and holidays.
• The noise level in the work environment is usually moderate to loud.
• The work environment may vary in levels of crowds, noise, flashing lights, and secondhand smoke, depending on the assigned station and guest volume.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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