VLT Supervisor

VLT Supervisor 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. Essential Functions Creates and leads continuous customer service and team member workplace improvements and initiatives. Maintains an upbeat and positive attitude every day throughout the entire assigned shift. Upholds the integrity of VLT Department Compliance and OSHA regulations, ensures 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 the assigned area to ensure a thorough hand‑off of information between shifts. Reviews daily break schedules to ensure adequate floor and booth coverage for the entire shift. Communicates with VLT Service Leaders on different floors and creates a break string that maximizes floor and booth coverage. Conducts a thorough walkthrough of the assigned area, noting: down machines and reason, cleanliness of the area, missing or extra VLT chairs, supplies (e.g., comp printer paper, JP tickets, etc.), employee interactions (e.g., staying in assigned area, actively patrolling their zone(s)), and equipment operation (e.g., NRTs, computers, and printers). Performs a lively Buzz Huddle for the VLT team whenever assigned or requested. Helps develop plans, actions, and standard operating procedures for the operation and administration of assigned departments. Establishes and maintains scheduling procedures, considering time and use of facilities and related public specialty areas and events. Touches base with each team member in the assigned area at least once during the day to inquire about their satisfaction; ensures they have all the tools necessary to do their job; and asks about any concerns, issues, or suggestions they may have, seeking to resolve them during the shift or at least alert the leader. Proactively comps players after actively evaluating their play. Seeks out service breakdowns (long wait times) and proactively issues comps to regain satisfaction. Comprehends compliance guidelines and upholds Internal Controls, MCC Regulations, and department policies and procedures. Handles all player and/or team member issues that arise during the shift using available tools such as CMS, past behaviors, and play; contacts the VLT shift manager for unresolved issues and provides suggestions and justifications before doing so. Ensures team members follow established safety regulations in the use of equipment and supplies at all times. Ensures that VLT Dispatch operates effectively for their area and that calls are answered promptly and professionally. Ensures all team members use proper radio etiquette and are respectful to each other on the radio. Serves as a dynamic and energetic leader, fostering teamwork, morale, motivation, and open communication. Establishes themselves as a highly credible leader with the highest levels of integrity and always acts in the best interests of the property and the company. Acts as a role model and coach, developing team members with a consistent, approachable demeanor and clearly articulating expectations. Ensures 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 departmental processes to improve and streamline operations, through continuous assessment of policies, procedures, work processes, and program effectiveness. Demonstrates excellent facilitation skills in setting a vision, aligning, and inspiring the team to achieve it. Partners and coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment with well‑trained, motivated staff. Recommends and implements changes to improve overall team member and guest satisfaction. Who We Are JACK Entertainment is a recognized leader in the gaming and hospitality industry and a champion for community good. We make it easy to join the fun, strive to amaze, frequently challenge the status quo, and regularly let team members know they make a difference. The Small Details The following are key criteria for being the right candidate: Knowledge, Skills & Abilities Strong supervisory and leadership skills. Strong knowledge of internal written and verbal codes/abbreviations. Professionalism and excellent verbal and written communication skills. Ability to work well with coworkers and as part of a team. Well‑groomed appearance. Education and Experience High school diploma or General Education Degree (GED). Required Certification/License Must obtain an Ohio Lottery Commission Gaming License. #J-18808-Ljbffr JACK Entertainment