Shift Lead, Slot Operations - Slot Operations

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: Job Description Overview At Hard Rock we are a diverse group of team members who possess a friendly disposition, attention to detail and an unwavering dedication to superior guest service. Hard Rock is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset. Responsibilities The Slot Operations Dual Rate Supervisor will serve as a supervisor and slot attendant, when needed. As a supervisor they will oversee Slot Operations as assigned and in both roles they will ensure world-class hospitality, building loyalty, and creating legendary experiences for both guests and employees. Both roles are fast-paced and require operational savvy, unwavering enthusiasm and resilience, and a passion for excellence. Supervisor Duties Responsible for supporting Slot Operations Management in all departmental initiatives related to hiring, training, and process/procedure development. Maintains working knowledge of all local jurisdictional gaming laws (federal, state, and local) and attendant regulations as well as company internal controls. Implements strategies and leads initiatives to continuously improve guest service and guest service scores. Ensures departmental procedures are enforced and effective in assuring proper protection of all gaming operations from loss due to mistake or theft. Leads by example; learns and shows proficiency in performing all duties required/performed by his/her work groups. Proactively recognizes, rewards and celebrates outstanding examples of team member performance. Counsels, guides, evaluates and instructs assigned personnel in the performance of their duties. Provides mentoring and supports the goals and aspirations of team members. Coaches direct reports in pertinent skills of operations and promotes effective utilization of equipment and manpower. Supports loyalty program by creating accounts as well as performing general functions within the customer management system. Authorizes guest complimentary to recognize loyal players in accordance with company guidelines. Ensures all guest problems are handled quickly to ensure guest satisfaction within the established guidelines. Slot Attendant Responsibilities: Respond to guest needs, including slot machine inquiries, slot payouts, making change, loyalty program duties, processing jackpots, promotional participation, and general slot machine maintenance and trouble-shooting. Builds relationships and loyalty with guests through sincere and meaningful interactions; learns guests’ names and preferences, connects with them individually and professionally. Acts with urgency at all times to minimize wait times; maintains a quick and purposeful pace. Meets and exceeds departmental wait time goals and service standards. Follows departmental procedures are and assists in protection of gaming operations from loss due to mistake or theft. Upholds all regulatory requirements. Ensures accuracy in all responsibilities, including cash handling, procedural requirements, logging, and processing paperwork. Knowledge, Skills & Abilities Must possess strong coaching and leadership skills. Demonstrated ability to communicate effectively, both verbal and written. Demonstrated ability to deal effectively with employees at all levels. Strong organizational and analytical skills. Computer literacy. Ability to handle complex and emotional issues. Act as a role model to other employees and always leads by example. Adhere to all regulatory, company and department policies and procedures. Must project professionalism and possess excellent verbal and written communication skills. Professional appearance. Team player. Education and Experience Associates degree (or equivalent from a two-year college or technical school) or 2+ years equivalent training/experience preferred Strong operational background, preferably in a high volume, fast-paced environment. 2 years of leadership in service or gaming environment preferred. Casino or Gaming experience a plus; service experience required. Required Certification/License Ability to obtain Gaming Occupational License in the State of Ohio #J-18808-Ljbffr Hard Rock Hotel & Casino Ottawa