Slots Shift Manager

AGE REQUIREMENTS:  21 years or older

Position Summary:

Responsible for the directing, coordinating, and overseeing the day-to-day Slot operations, functions, profitability, and personnel on a designated shift while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees & guests. 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 Management:

• 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.
• Develops and implements creative strategies to increases revenue.
• Enforces department standards, objectives, and policy that are in accordance with the Isleta Resort and Casino’s organizational mission.
• Maintains and ensures compliance with NIGC, Tribal Ordinances, State Compact, Tribal Gaming Regulations, and System of Internal Controls (MICs/TICs).
• Responsible for safeguarding assets located within the department including but is not limited to, monies, keys and all other properties.
• Ensures company and department records, documents, and electronic data are stored securely and confidentially and in accordance with current policy Assists in the development of promotional and marketing plans and ideas to enhance slot revenue.
• Provides departmental leadership during an assigned shift to include customer response, employee oversight, asset protection, promotions, etc.

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.
• Increases the Slot Department’s effectiveness by recruiting, interviewing, selecting, promoting, training, coaching, counseling, assigns and delegates work, disciplining, reassigning, and terminating employees as needed.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Maintains a skilled, trained, and motivated staff through continuous communication, feedback, and effective customer service training.
• 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.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction on all promotions and special events.
• Occasionally performs duties of subordinates and other duties as need.

Accountability and Supervision:

Directly supervises Slot Supervisors, Floor Attendants (FAs), and occasionally the Technicians.

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 GED required.
• Associates Degree in Business, Gaming, preferred.
• Bachelor’s Degree in Business, Electronics Gaming or related field, preferred.
• Three (3) to five (5) years of progressive responsible experience in Slot department, required.
• Three (3) to five (5) years Slot Management experience, 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.

Knowledge, Skills, and Abilities

• Must be well versed in slot operations and regulations within the gaming industry.
• Must possess knowledge and experience of the gaming industry.
• Must be able to understand, generate, and interpret regulatory reporting requirements.
• Must be well versed in Bally’s SDS player tracking system.
• Must be able to develop new programs and training courses to comply with changes in regulatory requirements within the Slot Department.
• Must be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• Must possess strong critical and analytical thinking skills.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must possess thorough knowledge and expertise in Tribal, Federal, State, and regulatory requirements and authoritative published material as related to department.

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.