Slot Operations Service Manager

Seneca Gaming Corporation•Niagara Falls, NY

21h•Onsite

About The Position

The Slot Operations Service Manager is responsible for managing and overseeing all aspects of the administration and daily operations of the Slot Services/Attendant Department, as well as the preparation and analysis of slot products’ performance, acquisition, and technical support. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

Requirements

Must be 18 years of age or older upon employment.
Associate’s degree or Certificate in Gaming Management required.
Eight (8) years’ experience in the hospitality and gaming industry.
A minimum of six (6) years in slot management.
At least three (3) years of experience combined in the DR/Slot Shift Manager and full Slot Attendant Shift Manager level or higher.
Knowledge of machine analysis is required.
Knowledge in slot moves, converting, and purchasing new machines to include regulatory submissions, floor layout, gear box and system configurations.
Knowledge in the development and maintenance of Slot Department Budget.
Demonstrated knowledge of slot marketing, tournaments, promotions, special events, and new customer acquisition programs.
Possess and demonstrate knowledge of all reel and video machines electronic components and operation.
Knowledge and ability to effectively use word-processing and spreadsheet software.
Ability to plan, organize, and schedule priorities efficiently and effectively is required.
Must present a professional appearance and demeanor in dealing with the general public.
Must possess excellent organizational, communication, and leadership skills.
Ability to write routine correspondence and to speak effectively to the public, employees, and customers.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be able to stand, walk and move through all areas of the casino.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Directing and supervising Slot Shift Managers and the whole Slot Attendant and Slot Services Management team.
Working cohesively with the slot technical department management team and making recommendations to the VP of Operations regarding machine moves, configurations, game adjustments, and new game availability to maximize slot floor profitability.
Coordinating slot movements, modifications, upgrades, and installations with vendors, regulatory agencies, and support areas.
Monitoring the budget to ensure efficient departmental operations and achievement of fiscal and performance goals.
Conducting regular Slot product performance analysis to determine efficient machine mix and maximize profitability.
Assisting in the development, implementation, and review of the slot product and process, ensuring integrity and product reliability.
Assisting in the approvals of game type, mix, and floor layouts.
Implementing recommendations to maximize slot floor profitability based on performance and analysis.
Using CAD software to create and maintain the slot floor layout.
Recommending game product acquisitions and following through with the procurement process.
Assisting in the development and implementation of Slot Operations Policies and Procedures.
Developing departmental procedure manuals and ensuring proper documentation and storage of all relevant materials.
Developing and implementing training programs for all areas of the Slot Department.
Overseeing effective recruitment, hiring, training, recognition, coaching, termination, and other personnel-related issues.
Establishing management objectives and evaluating employee performance and providing feedback to ensure objectives are met.
Communicating regularly with managers and staff to keep them informed on all casino and slot department activities and events.
Partnering with the Marketing Department to develop promotions and events that generate increased revenues and drive incremental business.
Ensuring proper staffing levels and work schedules to provide a high level of service with minimum labor hours.
Performing payroll duties including submitting timecards/sheets in a timely manner and maintaining accurate and up-to-date attendance records and personnel files.
Evaluating employee performance and providing feedback.
Being responsible for settling all disputes with customers, attendants, supervisors, and management staff.
Offering suggestions and recommending to slot technical department’s management matters in slot machine repairs, modifications, and preventative maintenance on all associate slot equipment.
Assisting with the procurement for all necessary slot supplies and equipment.
Cooperating with the Seneca Gaming Authority to ensure compliance with all rules and regulations of the Seneca Gaming Corporation.
Providing exceptional customer service to all patrons and communicating in a pleasant, friendly, and professional manner at all times.
Maintaining a professional work environment with supervisors, managers, and staff.
Meeting attendance guidelines of the job and adhering to regulatory, departmental, and company policies.
Providing leadership to employees by guiding the department in overall improvement, inclusive of revenue generation, participation in promotions and special events, high emphasis on new player acquisition programs/rated play, labor/expense management, employee engagement, and customer service.
Attending all necessary meetings.
Overseeing an operation that is 24/7 and requires hours that can extend up to sixty (60) hours per week or more, and be inclusive of work weeks that consist of six (6) or seven (7) days.
Being on-call and requiring accessibility 24/7.