Keno Supervisor

Little Creek Casino Resort•Shelton, WA

7d•Onsite

About The Position

The Keno Supervisor oversees and ensures all games are called on time; provides guidance and instruction to Writers/Runners; and performs as Keno Manager in his/her absence. This role is responsible for opening Keno daily, running reports for shift and closing paperwork, and completing all associated paperwork for payouts. The supervisor handles customer service problems, creates break schedules for Writers, and is responsible for gaming keys issued to team members. They also make recommendations for hiring, suspension, evaluation, promotion, assignment, reward, and/or discipline of employees. Additionally, they inform staff of changes to promotions, policies, and schedules, and are involved in coaching and training team members. Additional duties include assisting with ball verification, game calling, payouts, minor system malfunctions, receiving and recording cash wagers, starting gaming equipment, scanning winning tickets, calculating winnings, and paying customers. The role also involves promoting positive customer relations, maintaining communication with Keno Management, and addressing guest and team member disputes. The Keno Supervisor must maintain confidentiality, be accountable, display sensitivity to Native American Culture, and operate within organizational policies and regulations. They must practice and support the mission, vision, and values of Little Creek Casino Resort (LCCR), perform other assigned duties, learn and implement LCCR’s “7 Waterways” of best guest practices, and demonstrate emotional intelligence in all interpersonal interactions.

Requirements

High School Diploma or GED required
One year related experience and/or training OR equivalent combination of education and experience
Class III Gaming License issued from the Squaxin Island Gaming Commission
Must be 18 years of age or older.
Ability to read, Analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and interpret procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Leadership & Decision Making: The ability to guide, lead, and influence team members towards the successful completion of tasks. This includes making quick and effective decisions especially when faced with unexpected challenges.
Customer Service Excellence: Demonstrates a proactive approach to anticipate, understand, and meet the needs of the guests, ensuring their satisfaction and fostering repeat business.
Detail-Oriented & Analytical Skills: Displays precision in handling day-to-day operations, from managing payouts to resolving any system malfunctions. Analyzes situations to identify underlying issues and finds effective solutions.
Adaptability & Problem-Solving: Capable of handling the dynamic nature of the gaming environment, quickly adapting to changes, and efficiently resolving issues to ensure smooth operations.
Cultural Awareness: Given the emphasis on sensitivity to Native American Culture, it's imperative for the Keno Supervisor to show respect, understanding, and appreciation for the Squaxin Island Tribe’s traditions and values.

Responsibilities

Opening Keno daily
Run reports for shift and closing paperwork.
Responsible for completing all associated paperwork for payouts.
Responsible for handling all customer service problems.
Create a break schedule for Writers on shift.
Responsible for gaming keys issued to the team members during shifts.
Make recommendations and suggestions to hire, suspend, evaluate, promote, assign, reward and/or discipline employees in his/her span of supervision.
Inform staff of any changes to promotions, policies, schedules, etc.
Coaching and training team members.
Assist with ball verification, game calling and payouts.
Assist in minor system malfunctions including printer/reader jams and replaces and resets terminals.
Receive, verify, and record cash wagers of customers.
Start gaming equipment.
Scan winning tickets presented by customers, calculate the amount of winnings, and pay customers.
Promote and encourage positive customer relations.
Maintain an open line of communication with Keno Management.
Address and resolve guest and team member disputes or concerns or refer them to the Keno Manager.
Report all guest complaints or compliments to the Keno Manager.
Responsible for Internal Control and Compact compliance regarding Casino Operations and ensure compliance with regulations of the Tribal Gaming Commission.
Directly supervises employees in the absence of Keno Manager. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems.