EGD Shift Supervisor

Job Description

Job Description

Reports to:

EGD Floor Shift Manager

Supervises:

EGD Floor Attendants

Job Summary:

Work with management to fulfill objectives and goals within the EGD Department. Oversee the activities of floor attendants during scheduled shifts.

Essential Functions:

• Ensure compliance with applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle Policies and Procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Assist with the operation of the EGD department during their scheduled shifts.
• Responsible for documentation of operational activities through a daily shift report and follow up, if necessary.
• Train, coach and oversee floor attendants in the performance of their duties.
• Assist with the scheduling of team member breaks and section assignments.
• Assist with team member meetings to review and discuss changes to policies and procedures, announce promotions and upcoming events, address issues and concerns with staff and promote teamwork.
• Supervise day to day activities of team members to include performance reviews, rewards, corrective action, time and attendance, scheduling, shift selection, training, planning work, assigning work, directing work, addressing complaints and resolving issues.
• Investigate and attempt to resolve guest complaints.
• Investigate and document all issues related to guest disputes, machine problems or malfunctions, forward issues, concerns or reports to EGD Management.
• Approve jackpots, cancelled credits, and/or malfunction hand pays.
• Ensure floor attendants are adhering to federal cash reporting requirements through review of all paperwork.
• Ensure floor attendants are adhering to all departmental SOPs and KLEC policies and procedures.
• Assign floor coverage to specific zones to ensure adequate guest service.
• Assist EGD technicians with the removal, installation and relocation of EGD machines when needed or as instructed.
• Provide EGD management information to assist in the development of team member evaluations, performance awards or corrective actions.
• Perform and update daily voucher ticket inventory.
• Verify malfunction or questionable voucher ticket amount by utilizing the accounting system or vendor's player terminal.
• Monitor and improve response and service times.
• Manage CIS system and dispatching for efficient operations.
• Review CIS reports for service and staffing levels.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have a High School Diploma or GED.
• Must have two (2) years of experience in a guest service role. This may be substituted with any of the following:
• One (1) year of previous supervisor experience.
• One (1) year of EGD experience.
• Equivalent of two (2) years of college level coursework.
• Must pass the EGD skills assessment.
• Strong communication skills in English both written and oral.

Other Criteria:

1. One (1) year of EGD experience is preferred.
2. One (1) year in a supervisory role or above preferred.
3. Associates degree or above preferred.
4. Knowledge of EGDs, game payout schedules and gaming floor operations preferred.
5. Spanish or other language skills a plus.
6. Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers, vendors and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 50 lbs.

Work Environment:

• Casino floor and normal office setting.
• Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.