Slot Operations Service Manager

The Slot Operations Service Manager is responsible for managing and overseeing all aspects of the administration and daily operations of the Slot Services/Attendant Department and in addition, to the preparation and analysis of slot products’ performance, acquisition and technical support. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Responsible for directing and supervising Slot Shift Managers and the whole Slot Attendant and Slot Services Management team.

2. Works cohesively with the slot technical department management team and make recommendations to the VP of Operations regarding machine moves, configurations, game adjustments and new game availability in order to consistently maximize the profitability of the slot floor. Coordinate slot movements, modifications, upgrades and installations with vendors, regulatory agencies and support areas.

3. Monitor budget to ensure that the department runs efficiently in order to achieve established fiscal and performance goals.

4. Conduct regular Slot product performance analysis to determine efficient machine mix and maximize profitability. Assist in the development, implementation and review of the slot product and process, ensuring integrity and product reliability.

5. Assist in the approvals of game type, mix and floor layouts. Implement recommendations to maximize the profitability of the slot floor based upon performance and analysis. Use CAD software to create and maintain the slot floor layout. Recommend game product acquisitions and follow through with procurement process.

6. Assist in the development and implementation of Slot Operations Policies and Procedures. Develop departmental procedure manuals and ensure the proper documentation and storage of all relevant materials.

7. Responsible for the development and implementation of training programs for all areas of the Slot Department.

8. Oversee effective recruitment, hiring, training, recognition, coaching, termination and other personnel related issues.

9. Establish management objectives and evaluate employee performance and provide feedback in order to ensure that the objectives are met.

10. Communicate regularly with managers and staff to keep them informed on all casino and slot department activities and events. Communicate regularly with employees and keep them informed on all casino activities and events.

11. Partner with Marketing Department to develop promotions and events that will generate increased revenues and drive incremental business.

12. Ensure proper staffing levels and work schedules in order to provide a high level of service with minimum labor hours.

13. Perform payroll duties including submitting timecards/sheets in a timely manner and maintain accurate and up-to-date attendance records and personnel files.

14. Evaluate employee performance and provide feedback.

15. Be responsible for settling all disputes with customers, attendants, supervisors and management staff.

16. Offers suggestions and recommends to slot technical department’s management with matters in slot machine repairs, modifications and preventative maintenance on all associate slot equipment.

17. Assists for the procurement for all necessary slot supplies and equipment.

18. Cooperate with the Seneca Gaming Authority to ensure compliance with all rules and regulations of the Seneca Gaming Corporation.

19. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.

20. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.

21. Provides leadership to employees by guiding the department in overall improvement, inclusive of revenue generation, participation on promotions and special events, high emphasis on new player acquisition programs/rated play, labor/expense management, employee engagement, and customer service.

22. Attend all necessary meetings.

23. Oversees an operation that is 24/7 and requires hours that can extend up to sixty (60) hours per week or more, and be inclusive of work weeks that consist of six (6) or seven (7) days. This individual is on-call and requires accessibility 24/7.

24. Hours are determined by a 24-hour schedule.

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:

1. Must be 18 years of age or older upon employment.

2. Associate’s degree or Certificate in Gaming Management required, Bachelor’s degree preferred.

3. Eight (8) years’ experience in the hospitality and gaming industry with a minimum of six (6) years in slot management and at least three (3) years of experience combined in the DR/Slot Shift Manager and full Slot Attendant Shift Manager level or higher.

4. Knowledge of machine analysis is required.

5. Knowledge in slot moves, converting, and purchasing new machines to include regulatory submissions, floor layout, gear box and system configurations.

6. Knowledge in the development and maintenance of Slot Department Budget.

7. Demonstrated knowledge of slot marketing, tournaments, promotions, special events and new customer acquisition programs.

8. Possess and demonstrate knowledge of all reel and video machines electronic components and operation,

9. Knowledge and ability to effectively use word-processing and spreadsheet software.

10. Ability to plan, organize and schedule priorities efficiently and effectively is required.

11. Must present a professional appearance and demeanor in dealing with the general public.

Language Skills and Reasoning Ability:

1. Must possess excellent organizational, communication and leadership skills.

2. Ability to write routine correspondence and to speak effectively to the public, employees and customers.

3. Must have the ability to deal effectively and interact well with the customers and employees.

4. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.

1. Must be able to stand, walk and move through all areas of the casino.

2. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and members of the business community in all situations.

Salary Starting Rate: $78,511.06 Compensation is negotiable based on experience and education.

Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.