Casino Operations Assistant Shift Manager

Hollywood Casino Joliet•Joliet, IL

7h•$73,000 - $79,000•Onsite

About The Position

This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members. The role involves coaching, motivating, measuring, and following up on all casino team members to deliver superior customer service and excellent guest interaction while ensuring compliance with departmental policies and procedures. The Assistant Shift Manager will review daily staffing levels for proper coverage, compile work schedules for personnel in Slot areas and Table Games on the assigned shift, and approve jackpots up to the established level, ensuring all necessary forms are completed accurately. This role also includes opening and closing wallet banks, training new Team members, updating all Team members on new policies and procedures, and completing various documentation and reports indicating overages, shortages, attendance, or variances. Additionally, the position requires investigating and helping resolve guest complaints or concerns, ensuring slot and table games personnel comply with internal controls and the Illinois Gaming Board, and safeguarding company assets. The Assistant Shift Manager will observe Slot play, recognize and promote Player Development, and effectively respond to team members’ and supervisor’s requests in all areas of guest interaction and concerns. Communication is key, keeping direct reports well informed about issues and subjects pertinent to their jobs and/or operations of the property. The role demands projecting a positive image and attitude at all times, demonstrating professionalism and leadership, while maintaining excellent guest and team member relations. A primary goal is to promote a positive environment for all guests and team members to encourage guest return visits and achieve job satisfaction for all team members. The position requires compliance with company policies, all state and federal regulations, and internal controls as it relates to this position. The Assistant Shift Manager will provide direct supervision of all table games and slot operations during an assigned shift and supervise the preparation and deliverance of periodical reviews and appraisals in an accurate and timely manner. Other duties as assigned.

Requirements

Knowledge of games and dealing techniques, or knowledge of slot operations.
Must be a current Slot or Games Supervisor for at least 3 years at the Hollywood Casino.
Must be at least 21 years of age.
This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests.
High school diploma or equivalent is required.
Must understand the English language.

Responsibilities

Coach, motivate, measure and follow up on all casino team members to deliver superior customer service and excellent guest interaction while ensuring compliance to departmental policies and procedures.
Review daily staffing levels for proper coverage, according to guest counts.
Compiles the work schedules for personnel for all Slot areas and Table Games on assigned shift.
Approve jackpots up to the established level and ensure all necessary forms are completed accurately.
Open and close wallet banks.
Train new Team members and update all Team members on new policies and procedures.
Complete various documentation and reports indicating overages, shortages, attendance or variances.
Investigate and help resolve guest complaints or concerns in accordance with standard procedures.
Ensure slot and table games personnel are in compliance with internal controls and the Illinois Gaming Board.
Safeguard assets of the company.
Observe Slot play, recognize and promote Player Development.
Effectively responds to team members’ and supervisor’s requests in all areas of guest interaction and concerns.
Communicates effectively to all team members. Keeps direct reports well informed about issues and subjects pertinent to their jobs and/or operations of the property.
Projects a positive image and attitude at all times, demonstrating professionalism and leadership, while maintaining excellent guest and team member relations.
Promote a positive environment for all guests and team members to promote a return visit of guests and achieve job satisfaction for all team members.
Comply with company policies; all state and federal regulations; and internal controls as it relates to this position.
Provide direct supervision of all table games and slot operations during an assigned shift.
Supervise the preparation and deliverance of periodical reviews and appraisals in an accurate and timely manner.
Other duties as assigned.