VLT Supervisor (Grave Shift 11pm-7am)

JACK Entertainment•N Randall, OH

5d•Onsite

About The Position

The VLT Supervisor, reporting directly to the Manager of VLTs, is responsible for monitoring and leading daily VLT floor operations, including associated facilities within the assigned area, during a specific shift. The role ensures exceptional customer service from all employees and maintains the cleanliness of the VLT operations area. The supervisor is expected to foster continuous improvements in customer service and team member workplace initiatives, maintain a positive attitude, and uphold the integrity of VLT Department Compliance and OSHA regulations. Safety rules must be enforced, and team members trained accordingly. The supervisor should always speak positively about the company and colleagues, support VLT Managers with administrative tasks, and recognize team members for positive behavior. A thorough pass-down of information between shifts is crucial, as is reviewing daily break schedules to ensure adequate coverage. Communication with VLT Service Leaders on different floors is necessary to create break schedules that maximize coverage. Regular walkthroughs of the assigned area are required to note machine status, cleanliness, supplies, employee interactions, and equipment operation. The supervisor may conduct 'Buzz Huddle' sessions and assist in developing operational plans and standard operating procedures. They must establish and maintain scheduling procedures, touch base with each team member to ensure satisfaction and address concerns, and proactively resolve issues or escalate them. Evaluating player activity to issue comps and seeking out service breakdowns to address them are key responsibilities. The role requires comprehension and upholding of compliance guidelines, Internal Controls, MCC Regulations, and department policies. Handling player and team member issues, contacting a VLT shift manager with suggestions for unresolved problems, and ensuring team members follow safety regulations are essential. The supervisor must ensure VLT Dispatch operates effectively and that radio etiquette is maintained. They are expected to be a dynamic and energetic leader, fostering teamwork, morale, motivation, and open communication, acting with integrity and in the best interests of the company. The supervisor serves as a role model and coach, developing team members, holding them accountable for performance expectations, and providing recognition. They act as a change agent, challenging departmental processes for improvement and streamlining operations. Partnering with other departments to ensure guest satisfaction and efficient operations in a safe, friendly environment is also a key function. Recommending and implementing changes to improve team member and guest satisfaction is expected.

Requirements

Must possess strong supervisory and leadership skills.
Must have strong knowledge of the various internal written and verbal codes/abbreviations.
Must project professionalism and possess excellent verbal and written communication skills.
Must be able to get along with co-workers and work as a team.
Must present a well-groomed appearance.
High school diploma or general education degree (GED) Required.
Must be able to obtain an Ohio Lottery Commission Gaming License.

Responsibilities

Monitoring and leading daily VLT floor operations on a specific shift.
Ensuring exceptional customer service from all employees.
Maintaining the cleanliness of the VLT operations area.
Creating and leading continuous customer service and team member workplace improvements and initiatives.
Upholding integrity of VLT Department Compliance and OSHA regulations.
Enforcing safety rules and assisting in training team members.
Supporting VLT Managers in assigned administrative responsibilities.
Rewarding and recognizing team members for observed positive behavior.
Ensuring thorough pass-down of information between shifts.
Reviewing daily break schedules to ensure adequate floor and booth coverage.
Communicating with VLT Service Leaders to create break schedules that maximize coverage.
Conducting thorough walkthroughs of assigned areas, noting machine status, cleanliness, supplies, employee interactions, and equipment operation.
Performing 'Buzz Huddle' sessions for the VLT team.
Developing plans, actions, and standard operating procedures for assigned departments.
Establishing and maintaining scheduling procedures.
Touching base with each team member to inquire about satisfaction, ensure they have necessary tools, and address concerns.
Seeking to resolve issues or escalating them to leadership.
Proactively issuing comps to players after evaluating their play.
Seeking out service breakdowns and proactively issuing comps to regain satisfaction.
Handling all player and/or team member issues that arise.
Contacting a VLT shift manager for issues that cannot be resolved, providing suggestions and justifications.
Assuring team members follow established safety regulations.
Making certain VLT Dispatch is operating effectively and calls are reported and answered professionally.
Ensuring team members use proper radio etiquette and are respectful on the radio.
Fostering teamwork, team member morale, motivation, and open communication.
Acting as a role model and coach while developing team members.
Ensuring team members understand and are held accountable for performance expectations.
Providing appropriate recognition and rewards for superior performance.
Challenging departmental processes to improve and streamline operations.
Facilitating a vision and aligning the team to achieve it.
Partnering and coordinating with other departments to ensure guest satisfaction and efficient operations.
Recommending and implementing change to improve overall team member and guest satisfaction.