Gaming Floor Lead: Guest Experience & Operations

Churchill Downs Incorporated; Kentucky; On-site; USD 65,000 - 95,000; Full time

Job summary

Churchill Downs Incorporated is seeking a Gaming Supervisor for Marshall Yards Racing & Gaming in Calvert City, KY. This role combines hands-on floor leadership with strategy, SOPs, budgeting, and compliance oversight to ensure exceptional guest service and asset protection.

The position requires experience in gaming operations, strong leadership, and knowledge of state laws and internal controls, with the ability to coordinate across departments and schedules.

Qualifications

• Demonstrated ability to lead gaming operations both strategically and hands-on.
• Strong customer service skills with the ability to resolve guest concerns quickly and effectively.
• Knowledge of state gaming laws, regulations, and internal controls.
• Effective oral and written communication skills.
• Must be proficient in Microsoft 365 applications.

Responsibilities

• Lead all gaming floor operations with a strong hands-on presence, ensuring guest satisfaction and operational efficiency.
• Provide direct leadership, coaching, and evaluation for gaming floor staff, including lead technicians and technicians.
• Maintain a safe, clean, and well-presented gaming floor and property at all times.
• Monitor gaming activity to ensure compliance with state laws, regulations, and company policies, promptly addressing violations or suspicious activity.
• Maintain up-to-date knowledge of marketing promotions and events, ensuring the team is informed and engaged.
• Administer and oversee the gaming system (Ainsworth) and gaming data system (Oasis).
• Maintain accurate documentation of game moves, maintenance logs, repair records, purchase orders, and requisitions for machine parts and supplies.
• Review and analyze gaming data and performance reports, recommending and implementing operational or technical changes to improve results.
• Troubleshoot gaming terminal malfunctions and coordinate repairs as needed.
• Oversee the scheduling, PTO, timekeeping, and recordkeeping of all gaming floor staff.
• Participate in recruiting, interviewing, hiring, and onboarding of gaming team members.
• Conduct staff development, training, and performance evaluations.
• Ensure gaming assets are safeguarded, and all transactions adhere to internal controls.
• Meet regularly with department leadership to review operational performance, financial data, and project updates.
• Submit all required shift and operational reports in a timely manner.
• Serve as the on-duty managerial representative, coordinating with other departments as necessary.
• Be comfortable working in smoking areas for extended periods of time.

Skills

Leadership

Customer service

Regulatory knowledge

Communication

Microsoft 365 proficient

Education

Bachelor's degree or equivalent

Tools

Ainsworth system

Oasis data system

Job description

Churchill Downs Incorporated is seeking a Gaming Supervisor for Marshall Yards Racing & Gaming in Calvert City, KY. This role combines hands-on floor leadership with strategy, SOPs, budgeting, and compliance oversight to ensure exceptional guest service and asset protection.

The position requires experience in gaming operations, strong leadership, and knowledge of state laws and internal controls, with the ability to coordinate across departments and schedules.