Shift Lead- Cheyenne Pershing Location

Prismhr Hire; Cheyenne (WY); On-site; USD 52,000 - 70,000; Full time

Job summary

Prismhr Hire is seeking a Gaming Operations Supervisor at our OTB location to support the Property Operations Manager with daily operations, oversee shifts, and ensure guest experiences meet company standards. The role involves supervising staff, handling interviews, onboarding, and scheduling while promoting a positive guest atmosphere.

You will interact with guests around gaming terminals, explain operations and benefits, and address concerns.

Qualifications

• Supervisory experience with staff in a service setting.
• Strong customer service mindset and professionalism.
• Clear English communication, both written and verbal.
• Ability to handle cash handling and basic accounting tasks.

Responsibilities

• Assist the Property Operations Manager with interviewing, hiring decisions, onboarding, training, and scheduling staff.
• Interact with customers and employees with a positive, energetic demeanor.
• Explain terminal operations, Club benefits, and site amenities to guests.
• Address customer and employee concerns promptly and fairly.
• Oversee counts, deposits, and master safe sheets in manager's absence.
• Recommend service improvements to increase efficiency and revenue.
• Utilize Word, Excel, Outlook and player tracking systems effectively.
• Monitor compliance risks and address safety and regulatory issues.
• Maintain confidentiality of personnel files and documents.
• Ensure efficient operation of gaming terminals and related equipment.
• Schedule staff according to business needs and support staff development.
• Troubleshoot minor terminal and system issues as needed.
• Comply with gaming laws and internal controls; handle Title 31 and related regs.
• Perform Senior Host duties when required.
• Take on additional duties as assigned.

Skills

Supervisory experience

Customer service

English communication

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Player tracking system

Job description

Position Summary:

Responsible for assisting the Property Operations Manager with the day-to-day operation and direct supervision of activities within the off-track betting (OTB) location. Oversee shift(s) as assigned. Ensure daily operations and experiences meet company standards and guest expectations. Appropriately respond to and manage any departmental concerns and guest and/or employee challenges. Ensure compliance with all regulations.

Reports to:

Property Operations Manager

Essential Job Duties:

• Assist Property Operations Manager with interviewing, hiring decisions, onboarding, training, developing, overseeing staff, measuring performance, disciplining, and/or scheduling department staff, as assigned


• Walk the gaming area looking for opportunities to interact with customers and employees displaying an attentive, upbeat, and enthusiastic demeanor throughout each interaction


• Clearly communicate how terminals play and operate, Club benefits, internal promotions, and site aminities


• Calmly and fairly address customer and employee concerns, and location inefficiencies


• Oversee all counts, master safe sheets, and deposits in the absence of the Property Operations Manager


• Make recommendations to the Property Operations Manager to improve service and cost savings and revenue generating measures


• Proficiently use Microsoft applications(Word, Excel, Outlook) and player tracking system(s)


• Consistently monitor site to identify and report regulatory and safety compliance risks; resolves risks as appropriate


• Protects the confidentiality of company/personnel files and documents under immediate control


• Ensures efficient operation of HHR Terminals and related gaming equipment


• Schedule staff according to business demands


• Work with employees to develop and grow their skills for future promotional opportunities


• Troubleshoot minor repairs with wagering terminals and player tracking system as needed


• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position


• Efficiently perform duties in both calm and busy situations


• Perform Senior Host duties, as necessary


• Perform additional duties and responsibilities as assigned

Qualifications, Education and Experience

Required:

• Previous experience with pari-mutuel equipment, and rules and regulations


• Previous experience in a supervisory or leadership role that included employee direct reports


• Positive, proactive leadership skills with experience developing, motivating and encouraging staff


• Experience driving positive change via self-motivation and initiative


• Experience providing high level of customer service


• Able to work varied hours which include nights, weekends and holidays


• Critical analysis skills to effectively resolve issues, and/or concerns


• Comfortable initiating greetings and conversations


• Experience using basic tools


• Previous experience accurately counting, handling, and keeping track of money


• Basic understanding of, and experience using, computers and computer programs


• At least 21 years of age


• Ability to communicate effectively in English, including both written and verbal forms


• Professional appearance and personal hygiene conforming to company dress code and as deemed appropriate by supervisor


• Obtain and maintain all work cards as required by the company


• Verify right to work in the United States

Preferred

• Previous experience developing direct reports for promotional and/or professional growth opportunities


• Experience same or similar management job duties within a customer service environment


• High school diploma or equivalent

Licensing Status

• Obtain and maintain the required Gaming License.


• Successfully complete and past post-offer, pre-employment and random drug screenings.

Working Conditions

• Work is performed indoors


• More than 40 hours a week will be required at times. Work hours subject to change.


• Must be able to work long hours under busy conditions.


• Subject to hazards which may cause personal bodily harm; smoke, common colds, influenza, dust, odors, and elevated noise levels.


• Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.


• Duties may involve walking, standing for long periods of time, sitting and crouching.


• Specific required movements include the following:
  
  
  • Trunk - bend, twist, rotate, push, pull, and carry
  
  
  • Arms - reach, carry, push, pull, lift, twist, and rotate
  
  
  • Legs - left, push, pull, twist, and rotate
  
  
  • Hands - grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity
  
  
  • Must be able to lift 50 lbs