What are the responsibilities and job description for the Shift Manager - Slot Ops position at Wind Creek Hospitality?
The primary responsibility of the Shift Manager - Slot Ops (Shift Manager - Slot Operations) is to direct and coordinate the activities of slot operations team members to maximize slot handle and enhance the gaming experience of the guest. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.
Minimum Employment Requirements:
- 18 years of age, proof of authorization/eligibility to work in the United States.
- High School diploma or equivalent.
- Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
- Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
- Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
- Maintain consistent adherence to Wind Creek’s customer service standards.
- Must be able to work varied shifts, including weekends and holidays.
Specific Position Requirements:
- Three (3) years’ slot operations experience in a high volume Slot Department required.
- One (1) year supervisory experience in casino or relative environment required.
- Must demonstrate ability in counseling and developing subordinates.
- Must possess extensive training in all aspects of slot operations.
- Must be proficient with PC skills including MS Word and Excel.
- Demonstrate organizational skills and the ability to coordinate the completion of multiple projects and assignments simultaneously.
- Ability to handle a significant number of guests with outstanding guest service skills.
- Critical thinking and decision making skills.
- Physical ability to access all areas of the property.
- Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
- Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
- Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
- Ability to work with others, communicate well, receive direction; review your own work.
- Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
- Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
- Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
- Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.
NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.
POSITION RESPONSIBILITIES:
- Organize and coordinate the activities of slot operations team.
- Lead and manage Supervisors - Slots to ensure mentoring meets Wind Creek standards.
- Analyze performance of the slot floor versus property budget / historical benchmarks and recommends appropriate changes.
- Adhere to Wind Creek hospitality standards and insure team compliance.
- Administer department policies; evaluate performance relative to Wind Creek standards.
- Monitor compliance with all aspects of Wind Creek internal controls.
- Train, coach, counsel, evaluate and administer discipline to slot operations team.
- Make recommendations for the termination of any subordinate team member who, after coaching and discipline, performs at levels below Wind Creek standards.
- Interview prospective team members and measure against Wind Creek standards.
- Make recommendations for the employment of candidates who will perform at or above Wind Creek standards.
- Maintain complete knowledge of and complies with all departmental policies and procedures.
- Assist in the budgeting process.
- Evaluates operating procedures, recommend changes, and implement approved changes.
- Maintains confidentiality of pertinent casino data.
- Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
- Manage staff and organize department functions in accordance with company guidelines.
- Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
- Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
- Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
- Work on actual project or service to help achieve the objectives of the department.
- Evaluate information to render an opinion or take action based on that information that will impact the department or function.
- Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
- Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
- Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
- Interview and make recommendation of candidates for new hire.
- Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
- Completes all paperwork in accordance with Pennsylvania Gaming Control Board and approved Wind Creek standards
- Be knowledgeable of player events marketing promotions and overall property.
- Maintains clear and open communication with guests, managers and team members.
- Ensures divisional/departmental compliance with Wind Creek’s customer service standards.
- Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
- Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
- Conducts skip level meetings with departmental management and line level staff.
- Conducts divisional/departmental staff meetings at least once per month.
- Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
- Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
- Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
- Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.
