Slots Manager

AGE REQUIREMENT:  21 years or older

Position Summary:

Responsible for the directing, coordinating, and overseeing the day-to-day Slot operations to include, but  not limited to, customer service, operations, fiscal management, and personnel while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees & guests. Actively exercises managerial responsibility for all department internal controls and regulatory requirements. Ensures departments are properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Departmental Responsibilities:

• Responsible for the day-to-day analysis and floor layout.
• Achieves financial objectives by developing and monitoring the performance of financial operational plans and budgets, sales, and marketing plans to support the overall objectives of the Isleta Resort and Casino. Controls labor and expenses in all areas of operations. Analyzes variances and initiates corrective actions.
• Analyzes department revenues and expenses in order to implement processes which will increase customer service, set expense controls, and cash management in a manner which will produce maximum profit.
• Analyzes and prepares reports for the Slot Director on machine performance.
• Oversees Key Management personnel in Slot department and ensures their duties are performed to maximize profits and maintain compliance.
• Maintains designated Slot payoff percentages as approved and expected.
• Investigates new Slot and game concepts with vendors.
• Remains abreast of current trends and practices within area of responsibility and communicates pertinent information to management, peers, direct reports, and team members as appropriate.
• Sets and enforces sufficient internal department controls to prevent fraud, loss, theft, and employee and customer injury.
• Resolves, both, internal and external guest issues and problems in a timely and professional manner
• Interacts productively with Executive Management, Directors, and Managers in order to work as a management team through constant feedback and exchange of ideas to further the organizational mission, vision, goals, and objectives.
• Ensures company and department records, documents, and electronic data are stored securely and confidentially and in accordance with current policy.
• Achieves and maintains overall guest service goals. Oversees the guest service model, ensures guest complaints are resolved appropriately, and that appropriate service recovery gestures are made to ensure complete guest satisfaction.
• Proactively builds guest relations by establishing rapport with current and future guests to understand service requirements.
• Maintains equipment standards for best performance.
• Analyzes methods and technologies employed by competitors
• Maintains a diversified knowledge in the field of gaming as it relates to Slot operations.
• Provides direction in the development of promotional and marketing plans and ideas to enhance Slot revenue.

Personnel & Administrative Duties:

• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and directs disciplinary action as warranted.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Enforces department standards, objectives, and policy that are in accordance with the Isleta Resort and Casino’s organizational mission.
• Manages direct reports to accomplish performance goals. Provides developmental coaching and guidance for long-term career growth opportunities to all direct reports. Trains, conducts planning sessions and performance reviews with direct reports and disciplines when necessary.
• Maintains updated SOPs and ensures compliance with tribal, state, and federal regulatory requirements.
• Produces and manages department operating, capital, and project budgets (as assigned) in order to meet or favorably exceed approved budgeted expectations.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Gives basic instruction on all Slots, promotions, and special events.
• Occasionally performs duties of subordinates and other duties as need.

Accountability and Supervision:

Directly supervises Technician Manager, Slot Shift Manager, Slot Supervisors, Technician Supervisor, Lab Technicians, Floor Technicians, Slot Floor Attendants, Slot Administrator, and Administrative Assistant.

Initiates and administers tangible supervisory employment actions and responsibilities in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include initiating interviewing, hiring, and training employees; initiating planning, assigning, and directing work; initiating appraising performance; initiating rewarding and disciplining of employees; initiating promoting, demoting, and reassigning employees; and addressing complaints and resolving problems.

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required.

• Bachelor’s Degree in Business, Electronics, or related field, preferred.
• Five (5) years of progressive and responsible slot/gaming experience in Slot management, required.
• Or an equivalent combination of education, experience, and training.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Must be 21 years or older.

Knowledge, Skills, and Abilities

• Must possess strong critical and analytical thinking skills.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity Must possess thorough knowledge and expertise in Tribal, Federal, State and regulatory requirements and authoritative published material as related to department.
• Must possess internal control knowledge as it relates to the department and respect for individuals.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
• Must possess a strong commitment to the organizational goals and objectives while showing the utmost discretion and loyalty to the organization when dealing with confidential information and data.

Physical Demands and Work Environment

• Must be able to lift, move, and place 25 pounds.
• Must be able to sit, stand, and/or walk for extended periods of time

Working Conditions:

Smoke filled environment, exposure to various lights and sounds. Occasionally may deal with angry or hostile individuals. Must be on call at all times. May work holidays, weekends, and different shifts.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

The Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.