VLT Supervisor

JACK Entertainment•Warrensville Heights, OH

27d•Onsite

About The Position

Directly reporting to the Manager of VLTs, the VLT Supervisor is responsible for monitoring and leading, on a specific shift, the daily VLT floor operations that include associated facilities within the area assigned. Ensures that the VLT customer receives exceptional customer service by all employees and the cleanliness of the VLT operations area is maintained.

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)
Must be able to obtain an Ohio Lottery Commission Gaming License

Responsibilities

Creates and leads continuous customer service and team member workplace improvements and initiatives.
Maintains an upbeat and positive attitude everyday throughout the course of the entire assigned shift.
Upholds integrity of VLT Department Compliance and OSHA regulations. Insures safety rules are enforced and assists in training team members to do the same.
Always speaks positively about the company and fellow team members, especially in the presence of our front-line team
Supports VLT Managers in any assigned administrative responsibilities.
Rewards and recognizes team members for observed positive behavior.
Meets with the outgoing VLT Service Leader in assigned area and ensure that a thorough pass down of information between the shifts takes place.
Reviews daily break schedule(s) to ensure adequate floor and booth coverage for the entire shift.
Communicates with the VLT Service Leaders on different floors and creates break string that maximizes floor and booth coverage.
Conducts a thorough walkthrough of assigned area, making specific notes of the following: down machines and reason, cleanliness of the area, missing or extra VLT chairs, supplies (i.e. comp printer paper, JP tickets, etc.), employee interactions (i.e. staying in assigned area, actively, patrolling their zone(s) etc.), and equipment operation (i.e. NRTs, computers, and printers)
Performs upbeat and energetic Buzz Huddle for VLT team whenever assigned or requested to do so.
Help to develop plans, actions and standard operating procedures for the operation and administration of assigned departments.
Establish and maintain scheduling procedures, taking into consideration time and use of facilities and relate public specialty areas and events.
Touches base with each team member in assigned area at least once during the day to inquire about their satisfaction; ensures they have all of the tools necessary to do their job; and asks about any concerns, issues, or suggestions they may have. Seeks to resolve any of these issues at some point during the shift or at a minimum makes leader aware and see if they are able to assist.
Proactively comps players after actively evaluating their play.
Seeks out service breakdowns (long wait times) and proactively issues comps to regain satisfaction.
Must be able to comprehend compliance guidelines and uphold Internal Controls, MCC Regulations and department policies and procedures.
Handles all player and/or team member issues that arise throughout the shift (utilizing all available tools such as CMS, past behaviors and play, etc.). Contacts a VLT shift manager for any issue that cannot be resolved and have suggestions and justifications for the problem at hand before contacting him/her.
Assure team members follow established safety regulations in the use of equipment and supplies at all times.
Makes certain VLT Dispatch is operating effectively for their area and that calls are being reported and answered in a timely and professional manner.
Ensures that all team members are using proper radio etiquette and being respectful to each other on the radio at all times.
Serves as a dynamic and energetic leader, while fostering teamwork, team member morale, motivation and open communication.
Establishes self as highly credible leader with highest levels of integrity and always acts in the best interests of the property and the company.
Acts as a role model and coach while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
Ensures that team members clearly understand and are held accountable for their performance expectations.
Provides appropriate recognition and rewards to individuals and groups when consistent superior performance is attained.
Works as a change agent and challenges the departmental processes to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.
Demonstrates excellent facilitator skills in determining a vision, aligns and inspires the team to achieve the vision.
Partners and coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated team members.
Recommends and implements change to improve overall team member and guest satisfaction.