Shift Manager - Slots FT

Bally's Chicago•Atlantic City, NJ

6d•Onsite

About The Position

The Shift Manager - Slots FT is responsible for overseeing slot operations, ensuring compliance with regulations, managing staff, and providing excellent customer service. This role involves both supervisory duties, such as handling escalated customer concerns and countersigning jackpots, and operational tasks like training employees and monitoring departmental efficiency. The position requires a strong commitment to guest satisfaction, employee development, and adherence to company policies and industry regulations.

Requirements

Must be able to lift and/or carry objects weighing up to 40 lbs.

Responsibilities

Develop and maintain rapport with slot players and handle escalated customer concerns when functioning as a supervisor.
Observe, supervise, and countersign hand-paid jackpots when required.
Access NJ Family Services Taxpayer database to scan for any delinquent JP winners.
Coordinate with Security and other related departments to ensure appropriate guest service.
Assist in the development of training programs.
Train all new employees, retrain existing employees, and evaluate training programs to determine competence levels of employees.
Oversee compliance with all state regulations and accompanying internal controls as applied to the slot operations function, including safeguarding funds, reviewing documents for completion and accuracy, and monitoring employees’ activities.
Assist in hiring, scheduling, performance evaluations, and all other employee support/related functions.
Recommend proper staffing levels and approve scheduling when not functioning as the Supervisor.
Monitor activities that could affect the efficiencies and effectiveness of the department, including the internal control environment.
Ensure maximum productivity and a smoothly run operation.
Ensure facilities and equipment are available and functioning.
Inspire others with a clear direction by understanding and demonstrating a high level of commitment and energy in all endeavors.
Consistently demonstrate superior customer service skills and act as a positive role model for all employees.
Convey positive energy and enthusiasm, focusing on the guest interaction.
Continuously improve service by evaluating service breakdowns using guest feedback, data, and behavior.
Communicate service breakdowns and team plans in buzz sessions and facilitate opportunity-seeking meetings to consistently involve all team members in service improvements.
Immediately address service breakdowns and follow up to ensure guest satisfaction.
Keep the team well informed of property promotions and events.
Develop highly skilled, successful employees, set realistic and measurable service standards, and hold employees accountable for meeting them.
Clearly communicate and enforce company expectations, including Code of Commitment, policies, procedures, department goals, and business strategy.
Address employee performance issues, coach for improvement, and provide ongoing feedback.
Use EOS data to improve the workplace, listen and respond to employees, and recognize and reward individual and team performance.
Consistently follow company policies, procedures, and industry regulations.
Maintain accurate and up-to-date employee records, and complete performance reviews timely.
Take personal responsibility for creating an atmosphere of luck.
Perform other duties as assigned.