CORE SCOPE OF POSITION

Coordinates, assigns, and supervises cage and Slot Operations team in their respective areas. Participates in workforce planning efforts. Actively engages in recruitment, selection, and retention of staff. Works directly with the Slot Operations Shift Manager to identify training needs. Oversees and provides on-the-job training of new and existing team members to ensure optimum performance. Collects team member performance data; prepares and issues disciplinary warnings in accordance with company department policies; and coaches them on guest service and technical performance. Maintains high visibility on the gaming floor, and proactively greets, interacts, and assists guests and team members. Visually inspects the gaming areas to ensure gaming environment is inviting to guests. Obtains the authorization or denial of credit limits from a designated casino credit authority for all credit requests. Extends in-house credit and check cash approvals within set limits. Works directly with guests, Player Development, Casino Management, Senior Management, and other gaming departments to ensure a high level of guest service during all credit-related transactions. Manages the Ticket Redemption Kiosk functions by monitoring the status and cash inventory levels of the machines; and analyzes cash requirements. Ensures all coin/currency counters and kiosk machines are operating properly; calls for service as needed. Evaluates and monitors cash and casino floor service to ensure optimum performance and continual improvement in five key areas: guest service, management/team development, sales/marketing, property and staff appearance, and expense/financial control. Responsible for meeting departmental goals related to player’s club membership outreach and service. Ensures that staff the meet sales and service goals. Proactively seeks opportunities to cross-sell Viejas’ businesses. Timely and accurately process tax and jackpot paperwork in accordance with company policies and procedures. Assists in developing and implementing plans for player’s club membership cross selling. Performs guest accounts reviews and provides food and Free Play Cash comps to enhance the guest’s experience. Maintains knowledge of all cage and vault processes, systems, and applications. Keeps current on marketing strategies and changes in the gaming industry. 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. Attends and supports all guest service training courses. May assist with special events as needed. Performs all duties as necessary to ensure success of the department. Performs credit functions including review of applications and credit required documents, setting up credit accounts, and managing the Casino Marker processes. Performs all duties of a Slot Operations Shift Manager, Slot Operations Area Manager, and Cage Supervisor in absence of staff. Communicates departmental procedures. Provides suggestions to modify existing policies and procedures to improve efficiency and performance. Manages, organizes, and completes assigned projects with attention to detail within the established deadline. Protects company assets, reports fraudulent activity, and demonstrates a thorough understanding of fraud prevention. Ensures that a clean, safe, hazard-free work environment is maintained. Keeps the Shift Manager informed on all pertinent information related to the department, and reports irregularities and problems as they occur, along with recommendations for solutions.

 

FOUR STAR AND FOUR DIAMOND SERVICE COMMITTMENT

All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

 

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. Interacts daily with subordinates and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

 

SUPERVISION

Supervises non-exempt and/or lower level exempt individual contributor. Responsible for training, planning, assigning, and directing work, appraising performance, rewarding and disciplining team members