GENERAL SUMMARY

The Slot Operations Shift Manager is responsible for planning, directing, and coordinating the operations of the assigned shifts. The duties include developing and administering schedules, performance accountability, suggests improvements on processes and policies, responsible for team member recognition, creating and issuing corrective action, processing jackpots, greeting guests, manages productivity and ensures that our guest service standard is being met. Additionally, this position will be responsible for the supervision and performance of the Assistant Shift Managers, Slot Supervisors, Slot Attendants and (as needed) the Slot Technician Supervisors and Slot Technicians.

CORE SCOPE OF POSITION

• Maintains high visibility on the gaming floor, and proactively greets, interacts, and assists guests and team members.
• Implements and monitors consistent and direct performance measurements, feedback and staff training and development to ensure optimum performance. 
• Plans, directs, and coordinates the operations of the Slot Operations teams on the assigned shifts, ensuring that all guests receive timely, friendly, and courteous service.
• Maintains adequate scheduling of staff to meet and/or exceed departmental and company service requirements based on business levels.
• Processes jackpots and ensures compliance with all policies and procedures.
• Develops and administers schedules and performance requirements.
• Responsible for player’s club membership cross selling.
• Evaluates and monitors cash and casino floor service to ensure optimum performance and continual improvement in four key areas: guest service, management/team development, sales/marketing, property and staff appearance.
• Visually inspects the gaming areas to ensure gaming environment is inviting to guests.
• Ensures that staff meet performance and guest service goals.
• Proactively seeks opportunities to cross-sell Viejas’ businesses.
• Maintains knowledge of gaming trends and technology.
• Keeps current on marketing strategies and changes in the gaming industry.
• Protects company assets, reports fraudulent activity, and demonstrates a thorough understanding of fraud prevention.
• Complies with and ensures that staff follow all governmental laws and regulations, casino and departmental policies and procedures, Title 31 regulations, Minimum Control Standards and Tribal Gaming Commission Regulations.
• Keeps the Slot Operations Manager informed on all pertinent information related to the department, and reports irregularities and problems as they occur, along with recommendations for solutions.
• Prepares and distributes reports as directed by management to various departments.
• Manages, organizes, and completes assigned projects with attention to detail within the established deadline.
• Manages team members concerns and reports them to the Slot Operations Manager in a timely manner.
• Attends and supports all guest service and management training courses and attends Leadership meetings as scheduled.
• May assist with special events as needed.
• Performs all duties as necessary to ensure success of the department.
• Other duties as assigned

Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.
• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.
• Frequently interacts with supervisors, guests, and/ or functional peer managers, normally involving matters between functional areas, other divisions or units, or guests and the company. Often must lead a cooperative effort among members of a project team.

SUPERVISION

• Manages, perhaps through junior supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods, and staffing.

Required Skills

KNOWLEDGE AND SKILLS

• Must have excellent money handling skills, including previous cash handling experience.
• Excellent verbal, written, and interpersonal communication skills.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Knowledge of computer systems, including Microsoft Outlook, Word and Excel.
• Knowledge of sales techniques and best practices.
• Demonstrated knowledge and ability to operate iPods, iPads, and Android tablets, or other mobile devices.
• Ability to multitask and able to adjust to change.
• Ability to operate a 10-key adding machine.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to work in a fast-paced, deadline oriented environment.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays and rotate shifts.

Required Experience

EDUCATION/CERTIFICATION

• Associate’s degree in related field required.
• Bachelor's degree in related field preferred

EXPERIENCE

• 5 to 7 years of related experience and/ or training or the equivalent combination of education and experience.
• Management/ leadership experience required.