VLT Assistant Shift Manager

Hollywood Gaming Mahoning Valley Race Course; Youngstown (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Hollywood Gaming at Mahoning Valley Race Course in Youngstown, OH seeks a Supervisory role in the VLT department to guide staff, oversee operations, and ensure guest satisfaction.

You will manage scheduling, training, compliance, and assist with performance reviews while maintaining a fun, welcoming atmosphere for guests and teammates.

Qualifications

• Must enjoy hosting others and creating a fun environment.
• Comfortable initiating conversations with guests.
• Proficient in Microsoft Office applications.
• Strong customer service and communication skills.
• Ability to engage guests and manage guest satisfaction.

Responsibilities

• Provide guidance and daily supervision to staff.
• Assist in hiring, training and motivating staff.
• Promote a fun, positive environment and guest satisfaction.
• Schedule coordination and adherence to policies.
• Supervise VLT Attendant team and gaming equipment.
• Ensure regulatory compliance within area of responsibility.
• Witness/authorize VLT jackpot payments.
• Coordinate guest satisfaction resolutions.
• Manage training needs and staff development.
• Maintain open communication and confidentiality.

Skills

Hosting guests

Guest engagement

Communication skills

Teamwork

Tools

Microsoft Office (Excel/Access/Word/Outlook)

Job description

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

WE LOVE OUR WORK.

Key Objectives

• Help employees reach company goals and maintain company standards and policies.

Essential Responsibilities

• Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives
• Assists in hiring and training, and responsible for motivating, evaluating, and supervising staff on assigned shift to ensure employees receive adequate guidance and resources to accomplish established objectives
• Promoting a fun and exciting environment with a positive and upbeat attitude
• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction
• Directly supervise VLT Attendant team members on assigned shift
• Responsible for team member adherence to departmental policies, operating procedures, training programs, directives, work schedules, and regulations
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management
• Supervises the operation of all VLT machines and related gaming equipment during assigned shift.
• Provide witnessing/authorizing signature for VLT jackpot payments as described by department policies
• Counseling, guiding and instructing assigned team members in proper performance of duties.
• Perform the service functions of dispatching and aiding VLT floor attendants with service light calls, conducting pre-shifts as needed due to business demands and volume
• Coordinating guest satisfaction resolutions
• Notifies management if any technical or service issues arise
• Be knowledgeable about player events, marketing promotions and services/amenities throughout the property
• Provide positive communication and use Marquee Service Training skills with every patron and team member
• Assist guests with questions and complaints regarding VLT machines
• Supervise employee development, review training needs for team members
• Manages work procedures and expedites workflow.
• Ensures all assignments are completed during each shift
• Aid VLT Management in all aspects of performance management of department personnel
• Responsible for being a gracious host to all guests and co-workers
• Responsible for promoting a positive influence in the community and participating in company-sponsored events
• Stay abreast of changes in the gaming environment to best serve the objectives of the department
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews
• Maintain an open-door policy and address all team member issues and/or concerns in a timely manner
• Maintains strict confidentiality in all departmental and company matters.
• Accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation
• Perform duties in a safe manner; report any potential safety hazards
• Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service
• This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members.

BRING US YOUR BEST

Qualifications

• Must enjoy hosting others
• Must be comfortable initiating conversations and creating a fun environment with our guests
• Promoting a fun and exciting environment with a positive and upbeat attitude
• Provide positive communication using Customer Service skills with every guest and team member.
• Manages difficult or emotional guest situations; Responds promptly to guest needs
• Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others
• Must be proficient in Microsoft applications (Excel, Access, Word, Outlook)
• Must possess excellent employee relations skills
• Other duties, as needed

Supervisory Responsibilities

• Aids in staff development and training programs
• Helps with rewards and recognition programs to maximize employee engagement