Assistant Slot Shift Manager

Spokane Tribe Resort & Casino•Airway Heights, WA

About The Position

Under the direction of the Director of Slots & Beverage, the Assistant Slot Shift Manager leads daily Slot Operations during an assigned shift, overseeing floor operations, game availability, team leadership and accountability, guest service issue resolution, and regulatory and departmental compliance. The role may serve as Manager on Duty (MOD) when assigned, creating an exciting environment for guests and team members, building relationships with players, and supporting the Slot Shift Manager on department projects and initiatives. The position directs slot floor coverage and service, monitors machines and related equipment, oversees jackpots and required documentation, and helps ensure compliance with gaming regulations, internal controls, Title 31 requirements, and departmental procedures. It supervises, trains, coaches, and mentors slot team members, and handles guest complaints and disputes within assigned authority. When serving as MOD, the Assistant Slot Shift Manager acts as the senior management authority for the property during the shift. This includes making operational decisions across departments, leading responses to emergencies, resolving escalated guest issues, conducting property walk-throughs, reviewing incident reports, and completing MOD records and shift summaries.

Requirements

High school diploma or GED.
Three years of progressively responsible casino gaming operations experience, including at least one year in a slot supervisory or lead role.
Working knowledge of slot operations, jackpot and fill procedures, ticket-in/ticket-out systems, and slot management systems.
Working knowledge of Title 31 and NIGC Minimum Internal Control Standards.
Availability to work varied schedules, including nights, weekends, holidays, and special events.
Ability to communicate effectively with guests, team members, and external contacts; fluency in spoken and written English.
High integrity, discretion, and commitment to confidentiality.
Ability to maintain a positive, professional, and productive demeanor.
Ability to move efficiently throughout the work area.
Proficiency in Microsoft Excel, Word, and Outlook.
Ability to make sound, timely decisions under pressure, including when senior leadership is not on site.
Demonstrated ability to supervise, train, and develop team members.
Ability to listen and respond to visual and aural cues.
Obtain and maintain a valid gaming license.

Nice To Haves

Associate or bachelor's degree in business, hospitality, or a related field.
Prior experience serving as Manager on Duty in a casino.

Responsibilities

Promote STRC values, deliver exceptional guest service, and uphold professionalism and ethical standards.
Ensure compliance with gaming regulations, internal controls, departmental policies, Title 31 requirements, and applicable Gaming Commission, state, and federal requirements.
Direct daily slot floor operations during the assigned shift, including floor coverage, game availability, guest service, and compliance.
Build and maintain positive relationships with players, with attention to loyalty and profitability of key player segments.
Conduct pre-shift meetings and assign team sections, breaks, and duties to maintain floor coverage and service levels.
Lead slot team members and hold them accountable for performance, attendance, and conduct; coach and recommend corrective action in partnership with the Slot Shift Manager.
Train and mentor team members using the department training program, developing guest service and player development skills.
Participate in interviewing and selecting slot team members and provide input on performance evaluations.
Monitor game availability, track out-of-service machines, coordinate repairs with Slot Technicians, and ensure ticket redemption kiosks, bill validators, and printers are serviced promptly.
Assist with floor moves, game conversions, installations, and removals; verify signage and progressive meter displays and report game performance and floor observations.
Verify and approve jackpots, hand pays, fills, and credits within assigned authority; ensure required tax documentation, including IRS Form W-2G, is completed accurately.
Complete and review slot paperwork, logs, and forms; document and report variances, voids, and errors.
Recognize irregularities and violations, take appropriate action, and support Gaming Commission investigations and audits.
Monitor floor coverage and manage shift labor according to business levels; handle call-outs and review timekeeping, reporting corrections to the Slot Shift Manager.
Investigate and resolve guest complaints and disputes involving jackpots, machine malfunctions, or Players Club concerns; issue complimentaries and adjustments within assigned authority.
Execute slot promotions, drawings, and tournaments during the shift.
Maintain slot key control and machine entry access logs; assist with progressive resets and meter readings as required.
Coordinate with Security, Surveillance, Players Club, Hosts, Beverage, and Cage to provide seamless guest service and secure, accurate operations.
Serve as Manager on Duty when assigned, making property-wide operational decisions and escalating matters to the Director of Slots & Beverage, General Manager, or Executive on Call as required.
As MOD, lead responses to emergencies, evacuations, medical events, and power or system outages in coordination with Security and Surveillance.
As MOD, resolve escalated guest complaints, make guest removal and trespass decisions with Security, and reallocate team members across departments to address staffing shortages.
As MOD, conduct property walk-throughs to monitor safety, cleanliness, and service; review incident reports; and complete the MOD log and shift summary for the executive team.
Complete a written slot shift report documenting key events, incidents, game issues, staffing, and follow-up items.
Support the Slot Shift Manager with department projects, system implementations, training, and audit corrective actions.
Provide the Slot Shift Manager and Director of Slots & Beverage with information and recommendations about guest service issues, game performance, and floor needs.
Maintain regular and punctual attendance and fulfill assigned shifts and responsibilities.
Help maintain a positive and safe work environment, promote healthy team member relations, and report concerns to appropriate personnel.
Perform other duties as assigned.