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About the Role
The Shift Manager of Casino Operations is responsible for overseeing the day-to-day operations of the Casino Operations department, developing and implementing policies, and training team members in technical and customer service methods to maintain superior standards, all in adherence to company policies and New York State Lottery regulations.
Responsibilities
- Develops and implements an effective strategy for managing projects and assets for the Slot Operations Department.
- Ensures effective recruitment, hiring, training, recognition, coaching, counseling, and other personnel-related matters are handled appropriately.
- Facilitates and ensures yearly performance reviews for all employees within the department.
- Maintains appropriate staffing levels within the department to ensure efficiency and productivity.
- Participates in talent acquisition and retention, providing courteous and helpful information to guests.
- Responds to guest concerns in a considerate, professional, and positive manner, showing genuine concern and empathy, actively listening, and taking ownership to a resolution.
- Maintains meticulous inventory of keys, radios, and other issued devices, and complies with company safety standards.
- Administers supervisory responsibilities in accordance with Company and Department policies and procedures.
- Adheres to regulatory, departmental, and company policies and procedures.
- Researches and makes recommendations on related software, systems, processes, and equipment to improve overall performance and meet business goals.
- Assists in new hire and ongoing team member training.
- 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 and actively and collaboratively assists in building best practices 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 initiative to present new ideas and perspectives to create positive results.
- Exhibits respectful consideration of viewpoints, situations, and others.
- Puts the guest at the forefront of every decision.
- Performs other tasks as assigned.
Requirements
- Must be 18 years or older.
- Must be able to obtain and maintain the appropriate license through the New York State Lottery.
- Ability to interact well with guests and team members.
- Ability to interact with mobile devices and touch screen technology.
- Ability to read, analyze, and interpret documents, such as policy and procedure manuals and maintenance instructions.
- Ability to respond to common inquiries from employees or guests.
- Ability to write detailed instructions and correspondence.
- Ability to effectively present information in one-on-one and group situations.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to work with mathematical concepts such as probability and inference.
- Ability to create, read, and analyze spreadsheets of statistical data.
- Ability to decipher various reports and maintain reports upon request.
- Must be able to work varying schedules to reflect the business needs of the property.
- Ability to lift or maneuver at least twenty-five (25) pounds.
- Varied instances of standing/walking.
Skills
- Superior customer service methods
- Talent acquisition and retention
- Guest relations
- Mobile device interaction
- Touch screen technology interaction
- Smart Phones and/or Tablets applications
- Supervisory skills
- Communication skills
- Microsoft Office and related software
- Slot Performance Systems
- Understanding of Company Compulsive and Problem Gambling Plan
- Fluency in English
- Second language a plus
Location
- TBD
Work Type
- Full-time
Experience Level
- Minimum of three (3) years in a supervisor/manager role in a casino environment
- Five (5) years of experience in a guest service or customer service driven industry
Education Level
- BA/BS in management/hospitality or a related field and/or a combination of education and related experience.
Salary/Compensations
- TBD
About the Company
- The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.
Equal Opportunity
- The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.