Floor Supervisor, Slots

The San Manuel Casino Slots Department is committed to providing a customer focused team of technical experts to support the maintenance and repair of gaming machines throughout the casino.
Under the direction of the Slot Relief Floor Manager, the Slot Floor Supervisor is responsible for supervising and coordinating resources on the floor to ensure the highest quality of service is provided to our guests. The Slot Floor Supervisor promotes internal and external guest satisfaction during an assigned shift, by ensuring excellent service in their area of responsibility, coordinating department resources and cooperating with other departments. The Slot Floor Supervisor provides timely and effective resolution to guest complaints and routinely observes and evaluates staff service standards.
Essential Duties & Responsibilities
Maintains a working knowledge of slot processes, systems, policies and procedures, department service standards, with the responsibility of helping maintain an optimal level of slot machines in operation to maximize revenue in their specific area. Oversees their zone(s) of gaming machines with staffing levels of up to 25 employees at one time. Monitors and coordinates the activities of Slot department team members, responds to and follows-up on guest requests and concerns in a timely and professional manner.
Maintains a working knowledge of electronic gaming machines, slot accounting system, slot ticketing system, servicing dispatching system, and applies that knowledge to maximize slot revenue and promote the company strategy of the GUESTS model. Reports to upper management any concerns regarding these related systems.
Communicates regularly in advisor meetings, counseling staff, training, reporting system issues, relaying interdepartmental concerns. Emails are regularly required to update upper management of important relative issues related to the slot department.
Attempts to resolve conflicts involving employees or customers, maintaining a professional environment and promoting department and company goals. Properly documents any related issues for upper management.
Investigates customer claims and gaming disputes related to slot machines at the floor level. Utilizes various resources such as surveillance, slot recall data and slot systems to make proper determinations when resolving claims and disputes
Promotes compliance towards all applicable rules and regulations including, but not limited to, Gaming Commission Regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title 31 Bank Secrecy Act, and company handbook.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education/Experience/Qualifications
High School Diploma or GED required.
Bachelor's or Associate's degree preferred.
Minimum one (1) year casino industry experience required.
Intermediate proficiency in Microsoft Word, Excel, and Outlook is required.
Previous supervisory experience preferred.
Must possess an understanding of slot operations and its relation to the organization as a whole.
Must be able to deal effectively with customers in a courteous and professional manner commanding positive results.
Must be able to clearly communicate both verbally and in writing in English; bi-lingual preferred.
Certificates/Licenses/Registrations
At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
State of California Key Employee license required.



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