Shift Manager Slots

Resorts World Catskills•Village of Monticello, NY

2d•Onsite

About The Position

The Shift Manager Slots is responsible for supervising Slot Attendants and implementing effective strategies for managing customer service within the Slot Operations Department. This role involves reviewing and evaluating team performance, creating schedules, and handling various personnel matters including recruitment, training, and coaching. The manager ensures compliance with federal currency reporting standards and maintains meticulous security of company assets. A key aspect of the role is providing exceptional guest service, responding to complaints professionally, and taking ownership of guest concerns to ensure resolution. The position requires a strong dedication to guests, vendors, and colleagues, an understanding of the marketplace, and the ability to make decisions that positively impact both financial outcomes and guest relations. The ideal candidate will exhibit initiative, respect diverse viewpoints, and prioritize guest satisfaction in every decision.

Requirements

Strong people skills need in order to interact well with guests and team members.
Must have the ability to deal effectively and interact well with diverse group of guests and employees.
Must be able to analyze situations and make decisions is a fast paced environment.
Must be able to maintain composure and positive approach when dealing with all guests.
Must be able 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 with a 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.