Essential Functions:

• Supervises Slot Attendants while developing and implementing effective strategy for managing customer service for the Slot Operations Department.
• Reviews and evaluates the Operations Team performance. Takes corrective action with team members as required to maintain performance standards.
• Creates weekly and daily schedules.
• Ensures effective recruitment, hiring, training, recognition, coaching and counseling and other personnel related matters are being handled appropriately throughout assigned departments.
• Ensures application of federal currency reporting standards.
• Provides courteous and helpful information to guests. Responds to guest complaints in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
• Maintains meticulous security of keys, radios and any other devices issued to them and complies with company safety standards.
• Administers supervisory responsibilities in accordance with the Companies and Departments policies and procedures.
• Attends all required training meetings.
• Performs other tasks as assigned.

Core Competencies: 

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success
• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations
• Demonstrates the courage and initiative to present new ideas and perspective to create positive results
• Exhibits respectful consideration of viewpoints, situations and others
• Puts the guest at the forefront of every decision

Essential Requirements:

• Strong people skills need in order to interact well with guests and team members.
• Must have the ability to deal effectively and interact well with diverse group of guests and employees.
• Must be able to analyze situations and make decisions is a fast paced environment.
• Must be able to maintain composure and positive approach when dealing with all guests.
• Must be able to interact with mobile devices, touch screens and computers.
• Previous experience using Smart Phones and/or Tablets is preferred.
• Strong computer skills and ability to learn new programs quickly. Experience using Excel and Word is a plus.
• Have a complete understanding of Departmental, company and New York State Gaming Commission rules and regulations that apply to the position.

Knowledge/Work Experience:  

• Must be 21 years or older
• BA/BS in hospitality or a related field and/or a combination of education and related experience
• Five (5) years of experience in a guest service or customer service driven industry with a minimum of three (3) years in a supervisor/manager role in a high volume, complex resort casino environment
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
• Must have complete technical understanding of broad range of slot machines and systems and ability to train others.