Floor Supervisor, Slots

San Manuel Band of Mission Indians • Highland, CA

8d

About The Position

Under the direction of the Manager Relief Floor Slots, the Floor Supervisor, Slots supervises and coordinates floor resources to provide high-quality service to guests. The role promotes guest satisfaction during an assigned shift by ensuring excellent service in its area, coordinating department resources, partnering with other departments, resolving guest complaints, and observing and evaluating staff service standards.

The supervisor oversees assigned gaming-machine zones with staffing levels of up to 50 employees, monitors team activities, and supports compliance with applicable gaming regulations and company policies. The role maintains knowledge of slot operations, systems, and service standards to support machine availability and revenue. It also handles floor-level customer claims and gaming disputes, documents issues, and communicates with staff through meetings, coaching, counseling, and training.

The position includes supervisory duties such as interviewing, hiring, training, assigning and reviewing work, evaluating performance, administering rewards and discipline, resolving complaints, making hiring decisions, and developing succession plans. The primary work environment is a climate-controlled gaming facility. Travel to meetings, trade shows, conferences, and San Manuel properties may be required. Evening, weekend, and holiday shifts may be required.

Requirements

• Bachelor’s degree in business or a related field, or related, relevant, and/or direct experience may be considered in lieu of the stated minimum educational requirements.
• At least one year of casino industry experience.
• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Understanding of slot operations and their relationship to the organization as a whole.
• Ability to deal with customers courteously and professionally and achieve positive results.
• Ability to communicate clearly in English, verbally and in writing.
• May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
• Ability to work in a fast-paced, high-demand environment and meet the stated physical requirements, including moving objects up to 40 pounds occasionally.

Nice To Haves

• Slot experience.
• Previous supervisory experience.
• Bilingual ability.

Responsibilities

• Oversee assigned zones of gaming machines and staffing levels of up to 50 employees at a time.
• Monitor and coordinate Slot Department team members and respond to and follow up on guest requests and concerns in a timely, professional manner.
• Promote compliance with applicable Gaming Commission regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title 31 Bank Secrecy Act, and the company handbook.
• Maintain knowledge of slot processes, systems, policies, procedures, and service standards, and help maintain an optimal level of operating slot machines to maximize revenue.
• Use knowledge of electronic gaming machines, slot accounting, slot ticketing, and servicing dispatch systems to support slot revenue and service excellence; report system concerns to upper management.
• Communicate with staff through advisory meetings, coaching and counseling, training, and reports of system issues.
• Resolve employee and customer conflicts professionally, document issues for upper management, and investigate slot-machine claims and gaming disputes using resources such as surveillance, slot recall data, and slot systems.
• Interview, hire, train, assign, review, and direct work; evaluate and appraise performance; reward and discipline employees; address complaints; resolve problems; and create individual development plans with succession planning in mind.
• Perform other duties as assigned to support efficient department operations.

What This Job Offers

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