Floor Supervisor, Slots

sanmanuel; Highland (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

San Manuel is seeking a Supervisor Floor Slot to oversee the floor area, coordinate resources, and ensure the highest level of guest service during assigned shifts.

You will monitor slot operations, coach staff, resolve guest concerns, and ensure compliance with Gaming Commission regulations and SOPs.

Candidates should have a Bachelor's degree in business or related field and at least one year of casino experience; slot experience is preferred.

Qualifications

• Bachelor’s degree in business or related field is required.
• Minimum one year casino industry experience; slot experience preferred.
• Knowledge of slot operations and related systems.
• Strong customer service and communication skills.

Responsibilities

• Supervise slot floor area with up to 50 staff on shift.
• Coordinate guest requests and resolve complaints promptly.
• Adhere to Gaming Commission regulations and SOPs.
• Provide coaching and evaluations to staff; observe service standards.

Skills

Staff supervision

Slot operations

Customer service

English proficiency

Education

Business degree

Tools

MS Word

MS Excel

MS Outlook

Job description

Under the direction of the Manager Relief Floor Slots, the Supervisor Floor Slot is responsible for supervising and coordinating resources on the floor to ensure the highest quality service is provided to guests. The Supervisor Floor Slot promotes internal and external guest satisfaction during an assigned shift, by ensuring excellent service in their area of responsibility, coordinating department resources and partnering with other departments. The Supervisor Floor Slot provides timely and effective resolution to guest complaints and routinely observes and evaluates staff service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Oversees assigned zone(s) of gaming machines with staffing levels of up to 50 employees at a time. Monitors and coordinates activities of Slot Department team members and responds to and follows-up on guest requests and concerns in a timely and professional manner. Promotes compliance toward(s) all applicable rules and regulations including, but not limited to, Gaming Commission Regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title 31 Bank Secrecy Act, and company handbook.
2. Maintains working knowledge of slot processes, systems, policies and procedures, and department service standards, with the responsibility of helping to maintain an optimal level of slot machines in operation for maximizing revenue within their specific area.
3. Maintains working knowledge of electronic gaming machines, slot accounting system, slot ticketing system, and servicing dispatching system, and applies respective knowledge in order to maximize slot revenue and promote enterprise strategy of service excellence. Reports any related systems concerns to upper management.
4. Communicates regularly in the form of advisory meetings, coaching and counseling meetings with staff, trainings, and reporting of system issues.
5. Resolves conflicts involving employees or customers while maintaining a professional environment and promoting department and enterprise goals. Properly documents any related issues for upper management. Investigates customer claims and gaming disputes related to slot machines at the floor level. Utilizes various resources such as surveillance, slot recall data and slot systems to make proper determinations when resolving claims and disputes.
6. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION , EXPERIENCE AND QUALIFICATIONS

Bachelors in business or related field degree required.

Minimum one (1) year casino industry experience required, slot experience preferred.

Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

Intermediate proficiency in Microsoft Word, Excel, and Outlook is essential.

Previous supervisory experience preferred.

Must possess an understanding of slot operations and its relation to the organization as a whole.

Must be able to deal effectively with customers in a courteous and professional manner, commanding positive results.

Must be able to clearly communicate both verbally and in writing in English; bi-lingual preferred.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

No Driving Responsibilities: Role does not require a driver's license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

Primary work environment is in a climate-controlled gaming facility.

Work requires travel to attend meetings, trade shows, and conferences.

Incumbents may be required to work evening, weekend and holiday shifts.

Must be able to work in a fast-paced, high-demand environment.

Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Physical activities that apply to the esse