Job Description

Supervises the operation and personnel in Casino Beverage and EVS on assigned shift. Provides support, assistance and excellent guest service to all patrons.

KEY JOB FUNCTIONS

Ensures departmental compliance with all regulatory, internal controls, policies, and procedures.

Supervises staff performance as pertains to department procedures, customer service, and compliance with Indiana Gaming regulations.

Administers coaching and provides staff development. Leads staff in proper performance of duties.

Reviews and resolves employee grievance as provided in the collective bargaining agreement.

Assist patrons, investigates complaints and provides resolution.

Assists and provides support daily to ensure an efficient operation.

Ensures service equipment is handled safely and with reasonable care.

Communicates with team members regularly to facilitate the effective flow of communication throughout the company.

Oversees safe and proper sanitation of all casino services areas.

Responsible for keeping current on staff and supervisory trainings to include: quality guest service, responsible gaming, safety and sanitation, and alcohol awareness.

Ensures service surprises and delights the guests.

Solicits and responds to guest feedback by direct interaction.

Serves as a role model and leads by creating a positive, supportive work environment.

Help and participate in Entertainment duties as assigned.

Visible on the floor and proactive in recognizing areas of improvement.

Possesses good decision-making skills & has excellent time management.

All other job duties as assigned.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent required.
• A minimum of three-year previous supervisory experience is required with previous knowledge of casino rules, regulations and procedures pertinent to Casino Beverage & EVS highly preferred.

QUALIFICATIONS:

• Excellent interpersonal, problem-solving, critical thinking and decision-making skills required.
• Must have great communication skills both oral and written.
• Must be proficient with computers and Microsoft Office applications.
• Must be a team player and have a professional appearance & able to lead a team effectively.

WORK ENVIRONMENT

Must be able to work independently.

Must be able to respond to calmly and make rational decisions, when handling guest and employee conflicts.

Must be able to issue documentation, facilitate tough conversations in accordance with the CBA

Must be able to stand and walk for prolonged periods of time, 6 – 8 hours.

Responds to visual and aural cues.

Must be able to stoop, bend, kneel, crouch, twist and turn, as well as maneuver through all areas of the casino.

Must be able to lift and carry upwards of 40 pounds.

Must have the manual dexterity to grab, grip, type, pull, hold, pour, tear, sort, and reach.

Must be able to tolerate areas containing secondhand smoke, dust, loud noises and bright lights.

Must be able to work a varied schedule including holidays, nights and weekends as needed.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).