Floor Supervisor, Slots

San Manuel Band of Mission Indians; Highland (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

San Manuel Band of Mission Indians in Highland, CA, seeks a Supervisor Floor Slot to oversee gaming floor operations, coordinate slot staff, and ensure exceptional guest service during assigned shifts. The role requires knowledge of slot processes, strong communication, and the ability to resolve guest disputes while upholding regulatory and company standards.

You will lead a team, monitor machine performance, and collaborate with other departments to maximize revenue and guest satisfaction.

Qualifications

• Bachelor's degree in business or related field required.
• Minimum one 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.

Responsibilities

• Oversees assigned zone(s) of gaming machines with staffing levels of up to 50 employees at a time; promotes compliance with rules and regulations.
• Maintains knowledge of slot processes, systems, and department service standards to optimize revenue.
• Maintains knowledge of electronic gaming machines, slot accounting system, slot ticketing system, and servicing dispatching system; reports concerns to management.
• Communicates through advisory meetings, coaching, trainings, and reporting of system issues.
• Resolves conflicts involving employees or customers; investigates claims and disputes related to slot machines; documents issues for upper management.
• Performs other duties as assigned to support department operations.

Skills

Staff supervision

Customer service

Communication

English proficiency

Conflict resolution

Education

Bachelor's degree in business or related field

Casino industry experience (1 year)

Slot experience preferred

Tools

Microsoft Word

Excel

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 isessential.
• Previous supervisory experience preferred.
• Must possess an understanding of slot operations anditsrelation to theorganization 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 essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!