Shift Manager Slots

4 weeks ago

Monticello, United States Resorts World Catskills Full time

Essential Functions:

  • Supervises Slot Attendants while developing and implementing effective strategy for managing customer service for the Slot Operations Department.
  • Reviews and evaluates the Operations Team performance. Takes corrective action with team members as required to maintain performance standards.
  • Creates weekly and daily schedules.
  • Ensures effective recruitment, hiring, training, recognition, coaching and counseling and other personnel related matters are being handled appropriately throughout assigned departments.
  • Ensures application of federal currency reporting standards.
  • Provides courteous and helpful information to guests. Responds to guest complaints in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
  • Maintains meticulous security of keys, radios and any other devices issued to them and complies with company safety standards.
  • Administers supervisory responsibilities in accordance with the Companies and Departments policies and procedures.
  • Attends all required training meetings.
  • Performs other tasks as assigned.
Core Competencies:
  • Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive
  • Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company's success
  • Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations
  • Demonstrates the courage and initiative to present new ideas and perspective to create positive results
  • Exhibits respectful consideration of viewpoints, situations and others
  • Puts the guest at the forefront of every decision
Essential Requirements:
  • Strong people skills need in order to interact well with guests and team members.
  • Must have the ability to deal effectively and interact well with diverse group of guests and employees.
  • Must be able to analyze situations and make decisions is a fast paced environment.
  • Must be able to maintain composure and positive approach when dealing with all guests.
  • Must be able to interact with mobile devices, touch screens and computers.
  • Previous experience using Smart Phones and/or Tablets is preferred.
  • Strong computer skills and ability to learn new programs quickly. Experience using Excel and Word is a plus.
  • Have a complete understanding of Departmental, company and New York State Gaming Commission rules and regulations that apply to the position.
Knowledge/Work Experience:
  • Must be 21 years or older
  • BA/BS in hospitality or a related field and/or a combination of education and related experience
  • Five (5) years of experience in a guest service or customer service driven industry with a minimum of three (3) years in a supervisor/manager role in a high volume, complex resort casino environment
  • Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
  • Must have complete technical understanding of broad range of slot machines and systems and ability to train others.

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