Shift Manager Slots

Resorts World NYC•Monticello, NY

2d•Onsite

About The Position

This position involves supervising Slot Attendants and developing and implementing effective strategies for managing customer service within the Slot Operations Department. The role includes reviewing and evaluating the Operations Team's performance, taking corrective action as required to maintain performance standards, and creating weekly and daily schedules. The Shift Manager is responsible for ensuring effective recruitment, hiring, training, recognition, coaching, counseling, and other personnel-related matters are handled appropriately throughout assigned departments. The role also ensures the application of federal currency reporting standards, provides courteous and helpful information to guests, and responds to guest complaints in a considerate, professional, and positive manner, showing genuine concern and empathy, actively listening, and following through to a resolution. Maintaining meticulous security of keys, radios, and other issued devices, and complying with company safety standards are also key. The manager administers supervisory responsibilities in accordance with company and department policies and procedures, and attends all required training meetings. Core competencies include demonstrating consistent regard and dedication to guests, vendors, colleagues, and the Company by being engaged, interested, and productive; demonstrating a working knowledge of the marketplace and assisting in building best practices; understanding the impact of actions and decisions on the Company financially and on guest relations; demonstrating courage and initiative to present new ideas; exhibiting respectful consideration of viewpoints; and prioritizing the guest experience.

Requirements

Strong people skills needed to interact well with guests and team members.
Ability to deal effectively and interact well with diverse group of guests and employees.
Ability to analyze situations and make decisions in a fast paced environment.
Ability to maintain composure and positive approach when dealing with all guests.
Ability to interact with mobile devices, touch screens and computers.
Strong computer skills and ability to learn new programs quickly.
Have a complete understanding of Departmental, company and New York State Gaming Commission rules and regulations that apply to the position.
Must be 21 years or older.
BA/BS in hospitality or a related field and/or a combination of education and related experience.
Five (5) years of experience in a guest service or customer service driven industry.
Minimum of three (3) years in a supervisor/manager role in a high volume, complex resort casino environment.
Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
Must have complete technical understanding of broad range of slot machines and systems and ability to train others.

Nice To Haves

Previous experience using Smart Phones and/or Tablets is preferred.
Experience using Excel and Word is a plus.

Responsibilities

Supervises Slot Attendants while developing and implementing effective strategy for managing customer service for the Slot Operations Department.
Reviews and evaluates the Operations Team performance.
Takes corrective action with team members as required to maintain performance standards.
Creates weekly and daily schedules.
Ensures effective recruitment, hiring, training, recognition, coaching and counseling and other personnel related matters are being handled appropriately throughout assigned departments.
Ensures application of federal currency reporting standards.
Provides courteous and helpful information to guests.
Responds to guest complaints in a considerate, professional and positive manner.
Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
Maintains meticulous security of keys, radios and any other devices issued to them and complies with company safety standards.
Administers supervisory responsibilities in accordance with the Companies and Departments policies and procedures.
Attends all required training meetings.
Performs other tasks as assigned.