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, process and procedure development, and acquisition and installation of products, equipment, and supplies. The manager oversees Slot Performance Supervisors and the Slot Performance Administrator, assigns and monitors shift responsibilities, and ensures work complies with company policies, procedures, internal controls, and Maryland Lottery and Gaming Control Agency rules and regulations. The role develops and reviews slot products and processes, analyzes and reports on slot products to maximize revenue and protect company assets, maintains accurate daily reports, and supports repairs and preventative maintenance. It establishes departmental budgets, ensures staffing is aligned with business volumes, maintains slot-floor security, and partners with ESS Slots leadership on product-mix strategies. The manager also develops employees, provides coaching and career planning, improves the employee experience, applies Lean methods to improve quality and service, and builds strong working relationships across departments. The position requires independent work and the ability to respond to employee conflicts calmly and make rational decisions. It involves navigating the property, lifting and carrying up to 25 pounds, operating a computer and other office equipment, and tolerating dust, loud noises, and bright lights. Work may include varied shifts, weekends, and holidays as needed.

Requirements

Associate degree or equivalent from a two-year college or technical school, or 3–5 years of equivalent training or experience.
At least three years of slot maintenance experience with progressive supervisory or management experience.
Project management experience.
Fluency and literacy in English.
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.
Ability to serve as a role model and lead by example.
Ability to adhere to regulatory, company, and department policies and procedures.
Professionalism, excellent verbal and written communication skills, professional appearance, and a team-oriented approach.
Ability to work independently.
Ability to sit, stand, or walk for long periods, including up to four hours.
Ability to respond calmly and make rational decisions when handling employee conflicts.
Ability to maneuver throughout the property and between floors via stairs of at least 20 steps or 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 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 and supervise Slot Performance Supervisors and the Slot Performance Administrator.
Assign responsibilities to 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 applicable gaming laws, regulations, company internal controls, and slot games to support 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 daily reports are completed accurately and notify appropriate leadership of pertinent issues.
Maintain slot-floor security by notifying department management of suspicious activity.
Establish a revenue and expense budget and operate within its guidelines.
Provide outstanding service when interacting with guests.
Create initiatives to improve the employee experience and employee opinion ratings.
Set performance expectations and provide coaching, career development planning, and operational support for direct reports.
Establish procedures that ensure adherence to state regulations and internal controls.
Partner with ESS Slots leadership to execute strategies for a competitive 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 support company business objectives, ethics, and values in accordance with the Code of Commitment and Service Profit Chain.