Lead Slot Attendant

Summary

This position is responsible for assisting with the day-to-day operations of the Slot Department to ensure all customers receive proper customer service, leading the shift in the absence of the Slot Supervisor, and ensuring all slot machines and equipment comply with established standards. In addition, we strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Lead by example and carry out our Five Star Experience to Guests and all Team Members by fulfilling our Mission Statement, Service Promise and following department service standards. This entails consistently performing our service expectations of: Welcoming, Proactive, Seamless, Personalized, and Valued.
• Perform headcounts.
• Prepare jackpot and daily reports along with corresponding emails.
• Read and record progressive meters accurately. (MICS (k) in-house progressive gaming machine standards).
• Oversee and ensure Slot Attendants adhere to all Casino and department policies.
• Perform overrides through the system when needed. (MICS (d) jackpot payout standards and (n) cash out tickets).
• Plan, organize, and execute daily functions to maintain each individual shift based on business demands.
• Exercise urgency and ability to multitask and prioritize tasks.
• Hold oneself to a high standard of ensuring the success of the department/organization and the safety of  Team Members and guests.
• Acting on behalf of the organization with integrity and professionalism.
• Must adhere to and enforce Title 31/ Anti Money Laundering violations.
• Support the team through industry, policy and procedural changes.
• Conduct informative pre-shift meetings, ensuring team members remain informed of all relevant information.
• Observe and identify equal workload distribution amongst front-line team members.
• Meet and adhere to department expectations set by Management.
• Remain supportive of the team during heavy business volume.
• Communicate problems and concerns to other Casino employees by chain of command.
• Communicate directly with the Slot Supervisor on internal matters, performance issues, and any unresolved matters while overseeing a shift.
• Proactively bring awareness to Slot Attendants needing to refocus and realign with department expectations.
• Monitor and ensure that all employees are using the radios properly.
• Assume administrative responsibilities as assigned by the Slot Supervisor.
• Must have knowledge of Casino Marketing concepts and procedures to ensure the highest level of service.
• Must understand and be able to apply and explain the Gaming Rules of Spotlight 29 Casino.
• Excellent communication skills coupled with a high degree of stress tolerance during normal and peak periods.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Ability to make sound business decisions in a fair and honest manner.
• Strong verbal and written communication skills.

Lead Slot Attendant Responsibilities

Lead Slot Attendant oversees the daily operations of the Slot Department and its personnel in the absence of the Slot Supervisor, ensuring adherence to all Tribal organizational policies, procedures, and applicable laws. Serves as the primary escalation point for slot machine disputes, guest concerns, and workflow challenges. Executes override and manual transactions/authorizations as required, and performs thorough, well-documented investigations into slot machine and guest disputes. Exercises strong open lines of communication with the Slot Supervisor and the Department Manager.

Demonstrate strong independent decision-making abilities, using sound judgment to resolve issues promptly and effectively. Consistently apply proactive problem-solving skills to prevent operational delays and support a smooth, efficient guest and team member experience.

Qualifications

Education And Experience (Must Be Documented)

• High School Degree (or GED)
• Two (2) years (or equivalent) supervisory experience.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens. 
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employees may be occasionally required to work in low-light conditions and may be exposed to loud noise for extended periods. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7. 
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

                                         1. Tribal Members

                                         2.  Other Native Americans

                                         3. All other ethnic groups