Shift Lead, Slot Operations - Slot Operations

Hard Rock Hotel & Casino Ottawa•Cincinnati, OH

3d•Onsite

About The Position

At Hard Rock we are a diverse group of team members who possess a friendly disposition, attention to detail and an unwavering dedication to superior guest service. Hard Rock is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset.

Requirements

Must possess strong coaching and leadership skills.
Demonstrated ability to communicate effectively, both verbal and written.
Demonstrated ability to deal effectively with employees at all levels.
Strong organizational and analytical skills.
Computer literacy.
Ability to handle complex and emotional issues.
Act as a role model to other employees and always leads by example.
Adhere to all regulatory, company and department policies and procedures.
Must project professionalism and possess excellent verbal and written communication skills.
Professional appearance.
Team player.
Associates degree (or equivalent from a two-year college or technical school) or 2+ years equivalent training/experience preferred
Strong operational background, preferably in a high volume, fast-paced environment.
2 years of leadership in service or gaming environment preferred.
Casino or Gaming experience a plus; service experience required.
Ability to obtain Gaming Occupational License in the State of Ohio

Responsibilities

Serve as a supervisor and slot attendant, when needed.
Oversee Slot Operations as assigned.
Ensure world-class hospitality, building loyalty, and creating legendary experiences for both guests and employees.
Support Slot Operations Management in all departmental initiatives related to hiring, training, and process/procedure development.
Maintain working knowledge of all local jurisdictional gaming laws (federal, state, and local) and attendant regulations as well as company internal controls.
Implement strategies and lead initiatives to continuously improve guest service and guest service scores.
Ensure departmental procedures are enforced and effective in assuring proper protection of all gaming operations from loss due to mistake or theft.
Lead by example; learn and show proficiency in performing all duties required/performed by his/her work groups.
Proactively recognize, reward and celebrate outstanding examples of team member performance.
Counsel, guide, evaluate and instruct assigned personnel in the performance of their duties.
Provide mentoring and support the goals and aspirations of team members.
Coach direct reports in pertinent skills of operations and promote effective utilization of equipment and manpower.
Support loyalty program by creating accounts as well as performing general functions within the customer management system.
Authorize guest complimentary to recognize loyal players in accordance with company guidelines.
Ensure all guest problems are handled quickly to ensure guest satisfaction within the established guidelines.