VLT Assistant Shift Manager

Hollywood Gaming at Mahoning Valley Race Course • Youngstown, OH

6d • Onsite

About The Position

Responsible for providing guidance and daily supervision to staff in the department. Supports and administers operational goals and monitors achievements of performance and profit objectives. Assists in hiring and training, and responsible for motivating, evaluating, and supervising staff on assigned shift to ensure employees receive adequate guidance and resources to accomplish established objectives. Promoting a fun and exciting environment with a positive and upbeat attitude. Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction. Directly supervise VLT Attendant team members on assigned shift. Responsible for team member adherence to departmental policies, operating procedures, training programs, directives, work schedules, and regulations. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. Supervises the operation of all VLT machines and related gaming equipment during assigned shift. Provide witnessing/authorizing signature for VLT jackpot payments as described by department policies. Counseling, guiding and instructing assigned team members in proper performance of duties. Perform the service functions of dispatching and aiding VLT floor attendants with service light calls, conducting pre-shifts as needed due to business demands and volume. Coordinating guest satisfaction resolutions. Notifies management if any technical or service issues arise. Be knowledgeable about player events, marketing promotions and services/amenities throughout the property. Provide positive communication and use Marquee Service Training skills with every patron and team member. Assist guests with questions and complaints regarding VLT machines. Supervise employee development, review training needs for team members. Manages work procedures and expedites workflow. Ensures all assignments are completed during each shift. Aid VLT Management in all aspects of performance management of department personnel. Responsible for being a gracious host to all guests and co-workers. Responsible for promoting a positive influence in the community and participating in company-sponsored events. Stay abreast of changes in the gaming environment to best serve the objectives of the department. Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews. Maintain an open-door policy and address all team member issues and/or concerns in a timely manner. Maintains strict confidentiality in all departmental and company matters. Accountability for all team members for day to day and long term operations to include hiring, training and developing employees which includes coaching, mentoring and appropriate performance management up to and including separation. Perform duties in a safe manner; report any potential safety hazards. Perform any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service. This job description is not intended to be all-inclusive and team members may also be asked to perform other reasonable related duties as assigned. Hollywood Gaming at Mahoning Valley Race Course reserves the right to revise or change job duties and responsibilities as the need arises with appropriate notification to Team Members.

Requirements

• Must enjoy hosting others.
• Must be comfortable initiating conversations and creating a fun environment with our guests.
• Promote a fun and exciting environment with a positive and upbeat attitude.
• Provide positive communication using Customer Service skills with every guest and team member.
• Manages difficult or emotional guest situations; Responds promptly to guest needs.
• Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Must be proficient in Microsoft applications (Excel, Access, Word, Outlook).
• Must possess excellent employee relations skills.
• Other duties, as needed.
• This job has supervisory responsibilities.
• Aids in staff development and training programs.
• Helps with rewards and recognition programs to maximize employee engagement.
• Helps evaluate team members within department and deliver constructive feedback to employees in regard to performance.
• Makes recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Aid with employee performance (disciplining, coaching, counseling).
• High School diploma or equivalent preferred.
• Minimum six (6) months to one (1) year VLT Attendant (or equivalent customer service experience and education) or VLT Technician experience preferred, or one (1) year of gaming experience with previous experience as a VLT Floor Supervisor in a high-volume gaming environment.
• Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to read and communicate verbally in English.
• Written communication skills in English may also be required.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to perform these operations using units of America money and weight measurement, volume and distance.
• Possess ability to operate an adding machine and have basic computer skills.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
• Must possess a valid driver’s license and have acceptable driving history as determined by Penn National Gaming’s auto insurance carrier.
• Regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
• Frequently required to reach with hands and arms and talk or hear.
• Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
• Physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 100 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
• Team Members must be drug free.

Nice To Haves

• Previous experience as a VLT Floor Supervisor in a high-volume gaming environment.

Responsibilities

• Provide guidance and daily supervision to staff in the department.
• Support and administer operational goals and monitor achievements of performance and profit objectives.
• Assist in hiring and training staff.
• Motivate, evaluate, and supervise staff on assigned shift.
• Promote a fun and exciting environment with a positive and upbeat attitude.
• Adhere to scheduling and coordinate with manager any scheduling concerns.
• Directly supervise VLT Attendant team members on assigned shift.
• Ensure team member adherence to departmental policies, operating procedures, training programs, directives, work schedules, and regulations.
• Ensure compliance with all regulatory compliance within area of responsibility and report potential issues to management.
• Supervise the operation of all VLT machines and related gaming equipment during assigned shift.
• Provide witnessing/authorizing signature for VLT jackpot payments.
• Counsel, guide, and instruct assigned team members in proper performance of duties.
• Perform service functions such as dispatching and aiding VLT floor attendants with service light calls, and conducting pre-shifts as needed.
• Coordinate guest satisfaction resolutions.
• Notify management of any technical or service issues.
• Be knowledgeable about player events, marketing promotions and services/amenities.
• Provide positive communication and use Marquee Service Training skills with every patron and team member.
• Assist guests with questions and complaints regarding VLT machines.
• Supervise employee development and review training needs for team members.
• Manage work procedures and expedite workflow.
• Ensure all assignments are completed during each shift.
• Aid VLT Management in all aspects of performance management of department personnel.
• Be a gracious host to all guests and co-workers.
• Promote a positive influence in the community and participate in company-sponsored events.
• Stay abreast of changes in the gaming environment.
• Perform timely evaluation of all direct reports and conduct introductory period and annual performance reviews.
• Maintain an open-door policy and address all team member issues and/or concerns in a timely manner.
• Maintain strict confidentiality in all departmental and company matters.
• Accountability for all team members for day-to-day and long-term operations, including hiring, training, and developing employees.
• Perform duties in a safe manner and report any potential safety hazards.
• Perform any reasonable, temporarily assigned job duties outside the position’s job description as necessary.

Benefits

• Wellness programs designed to support our team members' financial, physical, and mental well-being.
• Day-one medical coverage.
• 401(k) matching.
• Annual performance bonus.
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED