Shift Manager Casino Operations
About The Position
The Shift Manager of Casino Operations oversees the day-to-day operations of the Casino Operations department and works with the Director to develop and implement departmental policies, procedures, and technical standards. The role trains department team members in technical and customer-service methods to maintain high standards and ensures all work complies with company policies and procedures and New York State Lottery regulations. The position includes personnel management, staffing, training, performance reviews, guest service, and oversight of departmental projects and assets. The manager also researches and recommends software, systems, processes, and equipment to improve performance and meet business goals. The role requires knowledge of applicable company, departmental, and New York State Lottery rules, including responsible-gambling requirements.
Requirements
- Must be at least 18 years old.
- BA/BS in management, hospitality, or a related field, or a combination of education and related experience.
- Five years of experience in a guest-service or customer-service-driven industry.
- At least three years of experience in a supervisor or manager role in a casino environment.
- Must be able to obtain and maintain the appropriate license through the New York State Lottery.
- Excellent supervisory and communication skills.
- Working knowledge of Microsoft Office and related software.
- Advanced, quantifiable experience with Slot Performance Systems.
- Complete understanding of applicable departmental, company, and New York State Lottery rules and regulations.
- Ability to interact with mobile devices and touchscreen technology.
- Ability to read, analyze, and interpret policy and procedure manuals, maintenance instructions, and related documents.
- Ability to respond to common inquiries from employees or guests, write detailed instructions and correspondence, and present information effectively in one-on-one and group settings.
- Fluency in English.
- Ability to perform basic arithmetic using whole numbers, fractions, and decimals; work with probability and inference; create, read, and analyze statistical spreadsheets; and interpret and maintain reports.
- Ability to meet the stated physical demands, including regularly talking, hearing, standing, walking, sitting, and using hands to handle objects, tools, or controls; occasional reaching, climbing, balancing, stooping, stretching, bending, kneeling, crouching, or crawling; specified vision abilities; and lifting or maneuvering at least 25 pounds.
Nice To Haves
- Previous experience using smartphone and/or tablet applications.
- A second language.
Responsibilities
- Develop and implement strategies for managing projects and assets for Slot Operations.
- Oversee recruitment, hiring, training, recognition, coaching, counseling, and other personnel matters in assigned departments.
- Ensure annual performance reviews for department employees are completed.
- Maintain appropriate staffing levels to support efficiency and productivity.
- Participate in talent acquisition and retention, and provide courteous, helpful information to guests.
- Respond to guest concerns professionally and positively, listen actively, take ownership, and follow through to resolution.
- Maintain meticulous inventory of issued keys, radios, and other devices, and comply with company safety standards.
- Administer supervisory responsibilities in accordance with company and department policies and procedures.
- Adhere to regulatory, departmental, and company policies and procedures.
- Research and recommend software, systems, processes, and equipment to improve performance and meet business goals.
- Assist with new-hire and ongoing team-member training.
- Apply the Company Compulsive and Problem Gambling Plan, including rules prohibiting service to minors and intoxicated persons.
- Perform other tasks as assigned.
- Demonstrate dedication and engagement toward guests, vendors, colleagues, and the Company.
- Contribute marketplace knowledge and collaborate on best practices that support the Company's success.
- Consider the financial and guest-relations impact of actions and decisions.
- Present new ideas and perspectives to create positive results.
- Treat others' viewpoints, situations, and perspectives with respect.
- Put guests at the forefront of decisions.
- Interact effectively with guests and team members.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
