Casino Operations Shift Manager

Hollywood Casino Bangor • Bangor, ME

4h • $62,000

About The Position

Provides direct supervision of all table games and slot operations, and staff, during assigned shift. Enforces all games procedures and policies as outlined in department and company manuals and in accordance with Internal Controls. Monitors for compliance.
Responsible for controlling labor costs through proper forecasting and scheduling of staff. Adjusts daily work force based upon business needs.
Reports shift activity on a daily basis and coordinates with other shifts; including customer activity and play; game drop; and any unusual activity.
Assists in monitoring table and slot payouts to ensure proper amount are being paid to customers.
Verifies table inventories.
Recommends changes to game spread / mix and staffing.
Maintains game security and protects company assets at all times.
Supervises the Slot Attendants, including ongoing training, coaching, counseling and rewarding performance, conducting timely performance appraisals, and completing related paperwork and maintaining employee files and documents in a secure office.
Monitor the flow of the Slot Attendants on the floor, ensure that there is proper coverage in all areas; redirect staff when needed to ensure proper floor coverage.
Assists in staff selection; training; recognition; separation of employment and other human resources related issues.
Complete understanding and adherence to disciplinary policies including but not limited to coaching and counseling staff and the use of the progressive discipline to modify performance.
Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
Effectively handles customer concerns and requests.
Addresses and manages complaints, grievances or concerns from employees.
Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
Ensures that staff behavior and appearance are in compliance with established standards.
Maintains a professional work environment with management and staff. Maintains harmony among staff and resolves grievances.
Maintains complete confidentiality of all company information at all times.
Participates in meetings and training as required.
Performs all job duties in a safe and responsible manner.
Performs other duties as may be assigned by department and/or company management.
This position directly supervises Table Games Supervisors, Slot Attendants, and Coat Check personnel.

Requirements

• Bachelor’s degree from a four-year college or university; and a minimum of 5 years experience in a comparable table games/slot operations management position; or equivalent combination of education and experience.
• Excellent communication skills both written and oral.
• Ability to: read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers and the general public.
• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret a variety of technical and mathematical formulas.
• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form,
• Must obtain licensing with the Maine Gambling Control Board (MGCB) every year of employment.
• Must be a minimum of 21 years of age.
• Management experience in table games operations and thorough knowledge of all casino games and casino operations to include slots.
• Knowledge of database software.
• Results oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues.
• Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.
• Must demonstrate leadership and fairness in dealing with customers and employees; and, possess the ability to instill a sense of pride and personal responsibility in staff.
• Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces

Nice To Haves

• Previous customer service experience preferred.

Responsibilities

• Provides direct supervision of all table games and slot operations, and staff, during assigned shift.
• Enforces all games procedures and policies as outlined in department and company manuals and in accordance with Internal Controls.
• Monitors for compliance.
• Responsible for controlling labor costs through proper forecasting and scheduling of staff.
• Adjusts daily work force based upon business needs.
• Reports shift activity on a daily basis and coordinates with other shifts; including customer activity and play; game drop; and any unusual activity.
• Assists in monitoring table and slot payouts to ensure proper amount are being paid to customers.
• Verifies table inventories.
• Recommends changes to game spread / mix and staffing.
• Maintains game security and protects company assets at all times.
• Supervises the Slot Attendants, including ongoing training, coaching, counseling and rewarding performance, conducting timely performance appraisals, and completing related paperwork and maintaining employee files and documents in a secure office.
• Monitor the flow of the Slot Attendants on the floor, ensure that there is proper coverage in all areas; redirect staff when needed to ensure proper floor coverage.
• Assists in staff selection; training; recognition; separation of employment and other human resources related issues.
• Complete understanding and adherence to disciplinary policies including but not limited to coaching and counseling staff and the use of the progressive discipline to modify performance.
• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
• Effectively handles customer concerns and requests.
• Addresses and manages complaints, grievances or concerns from employees.
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
• Ensures that staff behavior and appearance are in compliance with established standards.
• Maintains a professional work environment with management and staff. Maintains harmony among staff and resolves grievances.
• Maintains complete confidentiality of all company information at all times.
• Participates in meetings and training as required.
• Performs all job duties in a safe and responsible manner.
• Performs other duties as may be assigned by department and/or company management.

Benefits

• wellness programs designed to support our team members' financial, physical, and mental well-being
• day-one medical coverage
• 401(k) matching
• annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager