VLT Area Supervisor

Delaware Park; Wilmington, Northern (DE, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Delaware Park in Wilmington, DE, seeks a Slot Operations Supervisor to oversee VLT personnel, ensure service excellence, and enforce Delaware Lottery policies. The role includes training staff, coordinating shifts, and reporting irregularities to management.

Candidate should have 6 months slot operations experience, strong Word/Excel skills, and the ability to work independently in a fast-paced casino environment with a flexible schedule.

Qualifications

• Six (6) months prior experience in Slot Operations is required, and One (1) year of similar experience is preferred.
• Must be able to successfully complete and maintain the background check and licensing process, required by the Delaware Lottery.
• Knowledge of computer software including Microsoft Word and Excel.
• Ability to work independently with minimal supervision.
• Act with discretion and maintain confidentiality in handling sensitive information.
• Must be able to wear and appear comfortable in the assigned uniform provided by Delaware Park.

Responsibilities

• Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Responsible for the direct supervision, evaluation and training of VLT personnel.
• Assists VLT Management in all phases of VLT operations.
• Responsible for understanding and enforcing Company, Departmental and Delaware Lottery Policies and Procedure
• Recommends and documents coaching and discipline of staff on appropriate paperwork.
• Assigns distribution of personnel as needed.
• Supervises delegated VLT areas & VLT attendants.
• Observe, recognize, and manage irregularities in personnel and guests.
• Responsible for understanding all available slot floor system reports, game information, and knowledge of the player tracking system to investigate and resolve guest complaints.
• Knowledgeable and actively promotes Marketing events by communicating necessary information to floor personnel including assisting marketing personnel when necessary.
• Reports all potential adverse situations such as safety hazards, intoxicated or disruptive guests, slot cheats or disputes beyond the scope of their position to a Shift Supervisor or Shift Manager immediately.
• Communicate (both written and verbal) with and promote positive team members and guest relations.
• Maintain professionalism at all times when working with other team members and/or guests.
• Performs all other duties as assigned.

Skills

Supervisory experience

Slot Operations knowledge

Customer service

Tools

Microsoft Word

Microsoft Excel

Job description

JOB RESPONSIBILITIES:

• Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Responsible for the direct supervision, evaluation and training of VLT personnel.
• Assists VLT Management in all phases of VLT operations.
• Responsible for understanding and enforcing Company, Departmental and Delaware Lottery Policies and Procedure
• Recommends and documents coaching and discipline of staff on appropriate paperwork.
• Assigns distribution of personnel as needed.
• Supervises delegated VLT areas & VLT attendants.
• Observe, recognize, and manage irregularities in personnel and guests.
• Responsible for understanding all available slot floor system reports, game information, and knowledge of the player tracking system to investigate and resolve guest complaints.
• Knowledgeable and actively promotes Marketing events by communicating necessary information to floor personnel including assisting marketing personnel when necessary.
• Reports all potential adverse situations such as safety hazards, intoxicated or disruptive guests, slot cheats or disputes beyond the scope of their position to a Shift Supervisor or Shift Manager immediately.
• Communicate (both written and verbal) with and promote positive team members and guest relations.
• Maintain professionalism at all times when working with other team members and/or guests.
• Performs all other duties as assigned.

JOB REQUIREMENTS:

• Six (6) months prior experience in Slot Operations is required, and One (1) year of similar experience is preferred.
• Must be able to successfully complete and maintain the background check and licensing process, required by the Delaware Lottery.
• Knowledge of computer software including Microsoft Word and Excel.
• Ability to work independently with minimal supervision.
• Act with discretion and maintain confidentiality in handling sensitive information.
• Maintain established company and departmental uniform, appearance, and hygiene standards at all times.
• Must be able to wear and appear comfortable in the assigned uniform provided by Delaware Park.
• Must be able to walk and stand for at least a full eight (8)-hour shift.
• Must be able to lift, push, and pull up to 50 lbs in weight throughout the shift
• Ability to bend, reach, pull, push, kneel, squat and grasp as needed
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
• Station assignments covering large areas with long walking distances, Work areas could have high volumes, diverse clientele, noise, music, minimal and/or bright lighting, and variation of climate control.
• The ability to work in a fast-paced environment and effectively communicate with guests, co-workers, and management is mandatory.
• Must be able to handle all types of guest-related situations; relay all guest compliments and complaints to department management.