Slot Operations Supervisor

JACK Main; Cleveland (OH); On-site; USD 25,000 - 39,000; Full time

Job summary

JACK Entertainment in Cleveland seeks a dynamic Slot Service Leader to guide customer service and team initiatives on the casino floor. You will play a key role in maintaining OSHA safety standards, optimizing shift coverage, and coaching staff for outstanding service.

The ideal candidate has supervisory experience, a high school diploma, and the ability to obtain an Ohio gaming license. You will foster a positive work environment, manage communications across floors, and drive process

Qualifications

• 12 months slot attendant experience required.
• Strong supervisory and leadership skills expected.
• No active final written warnings.
• Must present a well-groomed appearance.
• Must be 21 years of age.
• Ability to obtain Ohio Gaming Occupational License (fees covered by JACK Entertainment).

Responsibilities

• Creates and leads continuous customer service and team member improvements and initiatives.
• Maintains an upbeat and positive attitude throughout the shift.
• Upholds Slot Department compliance and OSHA regulations; enforces safety rules and trains team members.
• Supports Slot Managers in administrative responsibilities.
• Rewards and recognizes team members for positive behavior.
• Ensures thorough pass-downs between shifts.
• Reviews and optimizes break coverage for the floor.
• Communicates with Slot Service Leaders to maximize floor and booth coverage.
• Conducts area walkthroughs noting equipment, cleanliness, supplies, and interactions.
• Implements and participates in Buzz Sessions for the slot team.
• Develops plans and SOPs for department operations and administration.
• Establishes scheduling procedures considering facility use and events.
• Checks in with team members to assess satisfaction and provide necessary tools.
• Acts as a role model for integrity, performance, and customer service.
• Addresses issues with leadership to restore operations and guest satisfaction.

Skills

Independent work

Mobility across property

Calm decision making

Physical strength

Computer skills

Observation skills

Team communication

Flexibility

Multitasking

English proficiency

Radio etiquette

Professional appearance

Education

High school diploma

Job description

Essential Functions:

• Creates and leads continuous customer service and team member workplace improvements and initiatives.
• Maintains an upbeat and positive attitude everyday throughout the course of the entire assigned shift.
• Upholds integrity of Slot Department Compliance and OSHA regulations. Insures safety rules are enforced and assists in training team members to do the same.
• Always speaks positively about the company and fellow team members, especially in the presence of our front-line team
• Supports Slot Managers in any assigned administrative responsibilities.
• Rewards and recognizes team members for observed positive behavior.
• Meets with the outgoing Slot Service Leader in assigned area and ensure that a thorough pass down of information between the shifts takes place.
• Reviews daily break schedule(s) to ensure adequate floor and booth coverage for the entire shift.
• Communicates with the Slot Service Leaders on different floors and creates break string that maximizes floor and booth coverage.
• Conducts a thorough walkthrough of assigned area, making specific notes of the following: down machines and reason, cleanliness of the area, missing or extra slot chairs, supplies (i.e. comp printer paper, JP tickets, etc.), employee interactions (i.e. staying in assigned area, actively, patrolling their zone(s) etc.), and equipment operation (i.e. NRTs, computers, and printers)
• Performs upbeat and energetic Buzz Sessions for slot team whenever assigned or requested to do so.
• Help to develop plans, actions and standard operating procedures for the operation and administration of assigned departments.
• Establish and maintain scheduling procedures, taking into consideration time and use of facilities and relate public specialty areas and events.
• Touches base with each team member in assigned area at least once during the day to inquire about their satisfaction; ensures they have all of the tools necessary to do their job; and asks about any concerns, issues, or suggestions they may have. Seeks to resolve any of these issues at some point during the shift or at a minimum makes leader aware and see if they are able to assist.
• Is a model for Spotlight on Success and observes team members in their interactions specifically looking for the behaviors. Addresses any behaviors that are not present.
• Proactively comps players after actively evaluating their play.
• Seeks out service breakdowns (long wait times) and proactively issues comps to regain satisfaction.
• Must be able to comprehend compliance guidelines and uphold Internal Controls, OCCC Regulations and department policies and procedures.
• Handles all player and/or team member issues that arise throughout the shift (utilizing all available tools such as CMS, past behaviors and play, etc.). Contacts a slot shift manager for any issue that cannot be resolved and have suggestions and justifications for the problem at hand before contacting him/her.
• Assure team members follow established safety regulations in the use of equipment and supplies at all times.
• Makes certain Slot Dispatch is operating effectively for their area and that calls are being reported and answered in a timely and professional manner.
• Ensures that all team members are using proper radio etiquette and being respectful to each other on the radio at all times.
• Serves as a dynamic and energetic leader, while fostering teamwork, team member morale, motivation and open communication.
• Establishes self as highly credible leader with highest levels of integrity and always acts in the best interests of the property and the company.
• Acts as a role model and coach while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
• Ensures that team members clearly understand and are held accountable for their performance expectations.
• Provides appropriate recognition and rewards to individuals and groups when consistent superior performance is attained.
• Works as a change agent and challenges the departmental processes to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.
• Demonstrates excellent facilitator skills in determining a vision, aligns and inspires the team to achieve the vision.
• Partners and coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated team members.
• Recommends and implements change to improve overall team member and guest satisfaction.

Knowledge, Skills & Abilities:

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (4 hours).
• Must be able to respond calmly and make rational decisions when handling employee conflicts.
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English

Education and Experience:

• At least 12 months slot attendant experience
• At least "Strong Performer" rating on most recent PAR
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• No active final written warnings
• High school diploma required.
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• Must possess strong supervisory and leadership skills.
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• Must have strong knowledge of the various internal written and verbal codes/abbreviations.
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• Must project professionalism and possess excellent verbal and written communication skills.
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• Must be able to get along with co-workers and work as a team.
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• Must present a well-groomed appearance.
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• Must be 21 years of age.

Required Certification/License:

• Ability to obtain a Gaming Occupational License within the State of Ohio.
• JACK Entertainment covers all fees associated with obtaining your license (i.e. application cost, background fees, and fingerprinting costs)