Title:  Gaming Shift Supervisor

JOB SUMMARY

The Gaming Operations Supervisor is responsible for ensuring that our team members are friendly, helpful, and timely in order to deliver a memorable guest experience. Assists with the day-to-day supervision of the Gaming Team and may act as managerial representative in the absence of the Gaming Operations Shift Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for supervising gaming attendants on assigned shift within assigned section.
• Maintain proper staffing levels throughout shift and make adjustments as needed.
• Assist in training, counseling, and scheduling gaming attendants.
• Responsible for handling team member and guest complaints and disputes.
• Escalates guest and team member concerns and inquiries as needed.
• Ensure that gaming attendants offer appropriate support and performance in regard to daily gaming floor operational demands. Assist with guest service calls and questions as needed.
• Monitor currency transaction reporting requirements.
• Complete shift reports and necessary paperwork associated with the daily functions of the gaming department.
• Ensure procedures protect the integrity and security of the company, team members, and guests.
• Monitor, direct, supervise, and observe gaming action in the overall gaming facility operations for adherence to company policies and various regulatory requirements.
• Approve and verify historical racing machine payouts and fills and safeguard gaming assets.
• Perform jackpot payouts and fills.
• May act as Managerial Representative on Property.
• May conduct fund exchanges for guests during an emergency situation or as deemed necessary by management.
• Monitor video programming on TV’s and make adjustments as necessary to maintain sports / horse racing coverage. Monitor audio volume and make adjustments as necessary to maintain appropriate levels.
• May issue a complimentary/promotional expense in accordance with the approved comp matrix.
• Leads by setting a positive example to all team members.
• Maintains the highest degree of confidentiality.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations. This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration. It may be expanded to include other duties and responsibilities deemed necessary.

• Exhibit conduct in accordance with all Gaming Commission Regulations, Federal and State laws and regulations, Newport Racing & Gaming policies and procedures, and Departmental policies and procedures.
• Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow team members.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns or observations.
• Provide superior guest service to gaming guests on the gaming floor.
• Promote positive public/team member relations at all times by providing friendly service to guests and being available to meet their needs.
• Maintain excellent communication skills and interpersonal relations with guests, vendors, visitors, and Newport Racing & Gaming team members.
• Display professional conduct, sound judgment, the highest level of professional integrity and a strong work ethic
• Maintain a clean and safe area for guests and team members.
• Ensure prompt and discrete notification to senior management and/or the Ethics Hotline of any observation of illegal acts and/or internal ethics violations.
• Ensure compliance with the Bank Secrecy Act (BSA) and the property’s BSA policy & monitor for suspicious transactions as defined by the BSA.
• Perform other duties as assigned.

EDUCATION AND EXPERIENCE

• Minimum of 1-2 years of gaming industry experience preferred.
• Two-year degree in related fields or equivalent work experience preferred.
• Available to work when needed, including weekends, holidays, and nights.
• Demonstrated successful performance in a guest service role.
• Able to obtain and maintain a valid Kentucky gaming/racing license.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The team member may be required to lift, push, and pull up to 25 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The team member is subjected to circulate throughout the assigned areas, including the smoking area, actively observing guests, and functioning of machines.