Overview

The incumbent in this position is responsible for ensuring maximum guest service and satisfaction of external as well as internal guests through the organization and supervision of assigned areas according to established Slot Department policies and procedures.  This position is responsible for learning and enforcing the various policies and procedures required of the Slot Department.

Responsibilities

• Creates an atmosphere that induces guests to make Hard Rock their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Implements and ensures compliance with approved company policy and supervises the operation of slot machines and performance of slot personnel during assigned shift.
• Assists in the selection, supports and ensures adequate training, supervision, evaluation, and equitable treatment of slot personnel.
• Strives to meet revenue goals by ensuring maximum guest service; ensures adequate staffing levels to meet these goals and remain within established budget.
• Knowledge of all ERGC regulations as well as Hard Rock‘s internal controls, policies, and procedures.
• Responsible for any new programs implemented by the department and be held accountable to meet the criteria set forth by management.
• Oversees all aspects of slot guest service; works closely with all departments, including Security, Surveillance, Players Club, VIP Services, Beverage and Cashiers
• Establishes and develops relationships with guests through positive, effective interaction focusing on loyalty and profitability of specific player segments.
• Monitors slot play, staff members and all associated operational areas to ensure compliance with applicable regulations, internal policies and procedures.
• May work in the capacity of a Slot Guest Service Representative.
• Attend and participate in meetings, completing follow-up as assigned.
• Perform work regularly and predictably.
• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• This position spends time on the slot floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
• Observe and direct actions of subordinates/trainees.
• Review and comprehend all necessary documentation.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Write routine reports and correspondence.
• Speak effectively before groups of guests and team members of the organization.
• Apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Deal with problems involving several concrete variables in standardized situations.
• Work with computers.
• Work with large amounts of cash
• Other duties as assigned.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

This knowledge and these abilities are typically acquired through a through a minimum of 1 year supervisory experience. Prior slot experience and Gaming industry experience strongly preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations
• Must successfully pass background check.
• Must successfully pass drug screening.

Additional Details

KNOWLEDGE OF:

• Pertinent federal, state, and local laws, codes, and regulations.
• Hard Rock operations and slot related machinery.
• Policies and procedures as well as knowledge of and ability to identify various cheating techniques.
• Games manuals, policies, procedures, and a demonstrated ability to coordinate or supervise the work of others.