Slot Performance Manager

Caesars Entertainment•Baltimore, MD

About The Position

The Slot Performance Manager leads the Slot Performance operation and its departmental initiatives, including hiring, training, procedure development, and acquisition and installation of products, equipment, and supplies. The position oversees Slot Performance Supervisors and a Slot Performance Administrator, coordinates projects, and ensures staffing and shift responsibilities align with business needs and company policies, internal controls, and applicable gaming regulations. The manager develops and reviews slot products and processes, maintains working knowledge of games and gaming requirements, and analyzes and reports on slot products to maximize revenue and protect company assets. The role establishes and manages departmental revenue and expense budgets, maintains accurate daily reports, monitors floor security, and communicates pertinent issues to leadership. The position provides leadership, coaching, career development, and operational support to direct reports; works with ESS Slots leadership and department managers to improve the slot product mix and department performance; and applies Lean principles to continuously improve quality and customer service. It also supports a positive employee experience and provides outstanding service to guests.

Requirements

Associate degree or equivalent from a two-year college or technical school, or 3–5 years of equivalent training or experience.
Minimum of three years of slot maintenance experience with progressive supervisory or management experience.
Project management experience.
Literate and fluent in English.
Demonstrated ability to communicate effectively, verbally and in writing.
Ability to deal effectively with employees at all levels.
Strong organizational and analytical skills.
Computer literacy.
Ability to handle complex and emotional issues.
Acts as a role model and leads by example.
Adheres to regulatory, company, and department policies and procedures.
Professionalism and excellent verbal and written communication skills.
Professional appearance.
Team player.
Ability to work independently.
Ability to sit, stand, or walk for long periods of time (four hours).
Ability to respond calmly and make rational decisions when handling employee conflicts.
Ability to maneuver throughout the property and between floors using stairways (at least 20 steps) or an escalator.
Ability to lift and carry up to 25 pounds and to push, pull, reach, bend, twist, stoop, and kneel.
Ability to respond to visual and aural cues.
Manual dexterity to operate a computer and other necessary office equipment.
Ability to tolerate areas containing dust, loud noises, and bright lights.
Ability to work varied shifts, weekends, and holidays as needed.

Responsibilities

Lead departmental initiatives, including hiring, training, process and procedure development, and acquisition and installation of products, equipment, and supplies.
Lead the Slot Performance operation.
Develop and assign responsibilities to Slot Performance shift supervisors and ensure duties are completed in accordance with company policies, procedures, internal controls, and Maryland Lottery and Gaming Control Agency rules and regulations.
Plan and coordinate special slot performance projects.
Maintain working knowledge of local, state, and federal gaming laws and regulations, company internal controls, and games for repairs and preventative maintenance.
Develop, implement, and review slot products and processes.
Analyze and report on slot products to maximize revenue and protect company assets.
Ensure accurate completion of daily reports and notify appropriate leadership of pertinent issues as needed.
Maintain slot floor security by notifying department management of suspicious activity.
Establish revenue and expense budgets and operate within those guidelines.
Provide outstanding guest service and create initiatives to improve employee experience and employee opinion ratings.
Set performance expectations and provide coaching, career development planning, and operational support for direct reports.
Establish procedures that uphold state regulations and internal controls related to departmental processes.
Partner with ESS Slots leadership to execute strategies for a competitive casino slot product mix consistent with the Horseshoe brand.
Ensure staff are scheduled appropriately and aligned with business volumes.
Apply Lean principles and techniques, including waste countermeasures, daily visual management, and participation in kaizen events, to continuously improve quality and customer service.
Provide leadership to Slot Performance team members and develop strong working relationships with department managers.
Establish and endorse company business objectives, ethics, and values in accordance with the Code of Commitment and Service Profit Chain.