Manager, Slot Shift

San Manuel Band of Mission Indians•Highland, CA

2d•Onsite

About The Position

Under the direction of the Assistant Director of Slot Operations, the Manager, Slot Shift is responsible for making department decisions that influence gaming revenue, guest service and employee relations. They are the Manager-on-duty for the Slot department during their assigned shift, and therefore provide counseling, guidance and support to subordinate staff and their direct reports, while promoting compliance with all applicable rules and regulations. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Oversees large-scale slot gaming operation of up to 7,500 electronic gaming devices. Ensures the slot systems are operating effectively and efficiently; partners with Information Technology team members to diagnose system related outages or issues. Monitors and coordinates the activities of Slot Department team members, responding to and following up on guest requests and concerns in a timely and professional manner. 2. Responsible for regular communications including counseling staff, troubleshooting system issues, and relaying inter-department concerns. Routinely meets with customers, employees, management, and other departments to relay important information, identify issues of concern, and find solutions. Updates Slot Management, Assistant Slot Director, Slot Director and VP of important issues related to the Slot Department. 3. Resolves employees and customers conflict while maintaining a professional environment and promoting enterprise goals. Utilizes various resources such as surveillance, slot recall data and slot systems to make proper determinations when resolving customer claims and gaming disputes related to slot machines. Through negotiations, reasoning and sound judgment, determines the legitimacy of slot payout claims and relative compensation. Maintains "on call" availability as needed to provide support on investigations and other operational concerns. 4. Responsible for maintaining proper staffing levels that are sufficient to cover floor operations and maintain established quality service standards (in the absence of key employees for support to the Slot Operations Manager, Assistant Slot Director, Slot Director and VP). 5. Promotes regulatory compliance with all applicable laws, regulations and policies including, but not limited to, Gaming Commission Regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title 31 Bank Secrecy Act, and Employee Handbook. 6. Performs other duties as assigned to support the eﬃcient operation of the department. SUPERVISORY RESPONSIBILITIES Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles. EDUCATION, EXPERIENCE AND QUALIFICATIONS Bachelor’s Degree in related field required. Minimum of four (4) years of Slot Operations required. Minimum of three (3) years of supervisory experience required Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above. KNOWLEDGE, SKILLS AND ABILITIES (KSA) Experience with slot system applications, including ticketing and slot accounting. Intermediate proficiency in Microsoft Outlook, Word, Excel and Power Point essential. LICENSES, CERTIFICATIONS AND REGISTRATIONS At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. No Driving Responsibilities: Role does not require a driver’s license or insurance. PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled casino setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone. Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone. Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility. Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours. The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law. As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay-for-performance philosophy.

Requirements

Bachelor’s Degree in related field required.
Minimum of four (4) years of Slot Operations required.
Minimum of three (3) years of supervisory experience required
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Experience with slot system applications, including ticketing and slot accounting.
Intermediate proficiency in Microsoft Outlook, Word, Excel and Power Point essential.
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Responsibilities

Oversees large-scale slot gaming operation of up to 7,500 electronic gaming devices.
Ensures the slot systems are operating effectively and efficiently; partners with Information Technology team members to diagnose system related outages or issues.
Monitors and coordinates the activities of Slot Department team members, responding to and following up on guest requests and concerns in a timely and professional manner.
Responsible for regular communications including counseling staff, troubleshooting system issues, and relaying inter-department concerns.
Routinely meets with customers, employees, management, and other departments to relay important information, identify issues of concern, and find solutions.
Updates Slot Management, Assistant Slot Director, Slot Director and VP of important issues related to the Slot Department.
Resolves employees and customers conflict while maintaining a professional environment and promoting enterprise goals.
Utilizes various resources such as surveillance, slot recall data and slot systems to make proper determinations when resolving customer claims and gaming disputes related to slot machines.
Through negotiations, reasoning and sound judgment, determines the legitimacy of slot payout claims and relative compensation.
Maintains "on call" availability as needed to provide support on investigations and other operational concerns.
Responsible for maintaining proper staffing levels that are sufficient to cover floor operations and maintain established quality service standards (in the absence of key employees for support to the Slot Operations Manager, Assistant Slot Director, Slot Director and VP).
Promotes regulatory compliance with all applicable laws, regulations and policies including, but not limited to, Gaming Commission Regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title 31 Bank Secrecy Act, and Employee Handbook.
Performs other duties as assigned to support the eﬃcient operation of the department.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.