Reports to:

EGD Slot Operations Manager

Supervises:

Shift Supervisors

Floor Attendants

EGD Beverage Servers

Job Summary:

Manage the activities of Shift Supervisors, Floor Attendants and Beverage Servers during scheduled shift. Also performs MOD duties as needed.

Essential Functions:

• Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Communicate identified concerns to executive or senior management groups or to individual directors.
• Serve as KLEC's point of contact during the absence of executive and senior management.
• Prepare incident reports involving guests or personnel injuries by gathering facts and requesting video footage if necessary.
• Ensure all incident report facts are gathered, prepared and forwarded to the appropriate department prior to being relieved from duty.
• Monitor supervisors, floor attendants and beverage servers to ensure smooth and efficient guest service is being provided on a continual basis.
• Supervise day to day activities of team members to include performance reviews, rewards, corrective action, time and attendance, scheduling, shift selection, training, planning work, assigning work, directing work, addressing complaints, and resolving issues.
• Ensure beverage outlets are sanitary, in presentable condition, and that equipment is functioning properly.
• Assist with conducting investigations to ensure compliance with KLEC policies and to maintain team member integrity levels.
• Schedule floor attendants and beverage servers to ensure staffing levels are in accordance with volume of business and business needs.
• Provide input, submit work orders, and help resolve operational issues in order to maintain the highest level of operational efficiency.
• Investigate and resolve team member and guest complaints.
• Ensure floor attendants and beverage servers are adhering to all departmental SOPs and KLEC policies and procedures.
• Oversee the protection of company assets and help assess the integrity of all electronic games.
• Verify and ensure payouts for large jackpots and other awards are properly executed.
• Verify malfunction, short pay or questionable voucher ticket amounts by utilizing the accounting system or vendor's player terminal.
• Ensure daily voucher inventory is conducted and accurate.
• Conduct team member meetings to review and discuss changes to policies and procedures, announce promotions and upcoming events, address issues and concerns with staff and promote teamwork.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have High School Diploma or GED.
• Minimum two (2) years of casino gaming experience in EGD with one (1) year of supervisory experience required or two years comparable manager experience in a high guest volume venue.
• Must possess knowledge of casino gaming and gaming devices.
• Must have good working knowledge of Microsoft Office Programs with experience or knowledge of property specific software or computer applications.
• Must possess knowledge of server based gaming and basic IT infrastructure.
• Must possess ability to use EGD player tracking and accounting software.
• Experience as a slot technician, preferred.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers, vendors and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 50 lbs.

Work Environment:

• Casino floor and normal office setting.
• Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.