SHIFT MANAGER - SLOT

Guest Service Requirement

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. 

Position Summary

Reporting to the Slot Operations Manager, the Slot Operations Assistant Manager will assist Slot Operations Manager and help lead the casino floor as the ongoing operation at Hard Rock. The position will oversee Slot Operations.

Essential Functions

• Responsible for supporting the Slot Operations Manager in all departmental initiatives related to the casino grand opening including 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.
• Effectively executes strategies in support of business objectives. Sets high personal standards for performance and encourages others to do the same.
• Implements strategies and leads initiatives to continuously improve guest service and customer service scores.
• Evaluates staffing and scheduling to meet business demands.
• Applies Lean principles/techniques (i.e. apply countermeasures for waste, conduct daily visual mgt. and participate in kaizen events) to ensure quality and customer service is continuously improved.
• Work with surveillance and other departments to aid in the protection of assets and maintain the efficiency and effectiveness of Slot operations.
• Ensures departmental procedures are enforced and effective in assuring proper protection of all gaming operations from loss due to mistake or theft.
• Proactively recognizes, rewards and celebrates outstanding examples of employee performance.
• Counsels, guides, evaluates and instructs assigned personnel in the performance of their duties.
• Coaches direct reports in pertinent skills of operations, administration and promotes effective utilization of equipment and manpower.
• Implements initiatives to improve the employee experience and employee opinion ratings.
• Authorizes guest complimentaries to recognize loyal players in accordance with company guidelines.
• Ensures all guests problems are handled quickly to ensure guest satisfaction within the established guidelines.
• Consistently demonstrate legendary leadership, influence, drive, innovation and commercial awareness.
•  Any and all other job duties as assigned

Knowledge, Skills & Abilities

• Demonstrates ability to communicate effectively, both verbal and written
• Demonstrates 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

• Bachelor’s degree (or equivalent from a two year college or technical school) or 3-5 years equivalent training experience required.
• Must possess strong managerial, coaching and leadership skills.
• Strong gaming, managerial and administrative skills.
• 2 to 4 years’ experience in Casino/Gaming Operations
• At least 2 years supervisory experience in a Casino Environment

Required Certification/License

Ability to obtain a Gaming Occupational License within the State of Ohio

Physical Demands and Work Environment