Shift Manager - Slots FT

Casino and • Atlantic City, NJ

6d • Onsite

About The Position

This role involves supervising slot operations, ensuring compliance with regulations, and providing excellent customer service. The Shift Manager is responsible for developing and maintaining positive relationships with slot players, handling escalated customer concerns, and overseeing hand-paid jackpots. They also play a key role in training new and existing employees, coordinating with other departments, and ensuring the smooth and efficient operation of the slot department. When not in a supervisory capacity, the individual assists the Manager with staffing, scheduling, and monitoring departmental activities to maximize productivity and maintain a positive internal control environment. The role requires a commitment to superior customer service, continuous improvement, and effective employee management.

Requirements

• Must be able to lift and/or carry objects weighing up to 40 lbs.
• Superior customer service skills.
• Ability to inspire others with a clear direction.
• Ability to demonstrate a high level of commitment and energy.
• Ability to convey positive energy and enthusiasm.
• Ability to focus on guest interaction.
• Ability to continuously improve service.
• Ability to immediately address service breakdowns and follow up.
• Ability to keep team well informed of property promotions and events.
• Ability to develop highly skilled employees.
• Ability to set realistic and measurable service standards.
• Ability to hold employees accountable for meeting standards.
• Ability to clearly communicate and enforce company expectations.
• Ability to address employee performance issues, coach for improvement, and provide ongoing feedback.
• Ability to listen and respond to employees.
• Ability to recognize and reward individual and team performance.
• Ability to consistently follow company policies, procedures, and industry regulations.
• Ability to maintain accurate and up-to-date employee records.
• Ability to complete performance reviews timely.
• Ability to take personal responsibility for creating an atmosphere of luck.

Responsibilities

• Develops and maintains a rapport with slot players and handles escalated customer concerns.
• Observes, supervises, and countersigns hand-paid jackpots when required.
• Accesses NJ Family Services Taxpayer database to scan for any delinquent JP winners.
• Coordinates with Security and other related departments to ensure appropriate guest service.
• Assists in the development of training programs, trains new employees, retrains existing employees, and evaluates training programs.
• Oversees compliance with all state regulations and internal controls related to slot operations, including safeguarding funds, reviewing documents, and monitoring employee activities.
• Assists in hiring, scheduling, performance evaluations, and other employee support functions.
• Recommends proper staffing levels and approves scheduling when not functioning as Supervisor.
• Monitors activities affecting department efficiency and effectiveness, including the internal control environment.
• Ensures maximum productivity and a smoothly run operation.
• Ensures facilities and equipment are available and functioning.
• Inspires others with a clear direction and demonstrates commitment and energy.
• Consistently demonstrates superior customer service skills and acts as a positive role model.
• Conveys positive energy and enthusiasm, focusing on guest interaction.
• Continuously improves service by evaluating service breakdowns using guest feedback, data, and behavior.
• Communicates service breakdowns and team plans, and facilitates meetings for service improvements.
• Immediately addresses service breakdowns and follows up to ensure guest satisfaction.
• Keeps team informed of property promotions and events.
• Develops highly skilled employees, sets and enforces service standards, and holds employees accountable.
• Communicates and enforces company expectations, policies, procedures, department goals, and business strategy.
• Addresses employee performance issues, coaches for improvement, and provides ongoing feedback.
• Uses EOS data to improve the workplace, listens to and responds to employees, and recognizes/rewards performance.
• Follows company policies, procedures, and industry regulations, maintains employee records, and completes performance reviews timely.
• Takes personal responsibility for creating an atmosphere of luck.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed