Assistant Slot Shift Manager na Gun Lake Casino Resort

Position Summary:

The Assistant Slot Shift Manager must have a very outgoing and positive demeanor and be passionate about guest service. The position entails overseeing slot floor operations and supervising Guest Service Ambassadors, High Limit Ambassadors, and Lead GSAs to provide friendly, efficient Four Diamond Standard service to all guests. Responsibilities also include proper implementation of all Title 31 procedures and observing and safeguarding Company assets.  

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people.

Humility: Know that you are equal to everyone else, no better, no less.

In this role:

• Responsible for practicing, supporting, and promoting the Four Diamond Service standards, company-wide culture, and demonstrating these service standards at all times. 
• Interact with Team Members and Guests in a manner consistent with the interests of Gun Lake Casino Resort and the Match-E-Be-Nash-E-Wish band of Pottawatomi Indians.
• Administer Slot Department policies and procedures.
• Provide constructive feedback to all Guest Service Ambassadors/High Limit Ambassadors/Lead GSAs and communicate necessary changes and improvements to a Shift Manager.
• Communicate long-term direction and goals of the Slot Department to the Team Members they supervise.
• Supervise, coach, counsel, and discipline Guest Service Ambassadors/High Limit Ambassadors/Leads as necessary.
• Support job coaches in the orientation, training, and evaluation of new Team Members.
• Maintain high morale through the support and development of Team Members.
• Create a presence on the casino floor by continuously walking the work area and interacting with Guests and motivating Team Members.
• Express appreciation and recognize Team Members for strong performance; showing appreciation and building strong relationships are ways to guarantee our Team members stay focused and provide consistent Four Diamond Standards of service to our guests.
• Foster cooperation and teamwork; working with both Slots and other departments towards Four Diamond Service standards.
• Remain flexible and adapt to changes on the floor and within the department.
• Maintain service consistency; observe performance to help ensure all GSA’s follow the Sequence of Service steps.
• Maintain clear, friendly, and positive communication with internal and external Guests.
• Focus on guest service interactions.
• Know and understand the Seven Grandfather Teachings.
• Handle Guest opportunities in a positive and professional manner.
• Work closely with the shift manager in all aspects of slot operations.
• Be aware of all activities in the assigned area including Beverage service levels, environmental conditions, and area cleanliness, and anticipate business/service challenges.
• Assist Shift Managers in the appraisal process.
  • Step into the Shift Manager and Guest Service Ambassador positions as needed.
  • Must be passionate about delivering the best service environment to each Guest in order to cultivate and maintain meaningful and sustainable relationships with them.
  • Be alert to surroundings and monitor Guests’ needs.
  • Be knowledgeable regarding company promotions including food specials, giveaways, upcoming entertainment, and slot-specific promotions. The Assistant Slot Shift Manager must have complete knowledge of the gaming floor including locations of slot machines, restaurants, amenities, and restrooms.
  • Know and communicate the benefits of the Rewards Card program and how it excels compared to our competition rewards programs.
  • Comply with signatory controls, including verification of Jackpot tickets, check in/out sheets verification, transfer or buy sheets verification, Title 31 paperwork, paid in/out slips, and other forms associated with daily duties.
  • Capable of counting down, checking in/out, and maintaining accountability of a slot bank and/or slot pouch cash advance.
  • Efficiently process all requests for overrides on jackpots.
  • Keep work areas neat, clean, and safe.
  • Must be able to complete guest requests for benefits, such as comps.
  • Inform shift management of any illegal or suspect gaming devices or activities and coordinate with the Security and Surveillance Departments to detect and prevent individuals attempting to cheat, damage, or steal from any gaming devices.
  • Must be able to assist the Rewards Center team with guest transactions as business indicates.
  • Comply with all Slot Department policies.
  • Follow all safety procedures to ensure a safe work environment for guests, team members, and yourself.
  • Control labor costs to maintain budget standards.
  • Always maintain a professional appearance, uniforms neatly pressed, and shirts tucked in.
  • Other job-related duties as assigned.

Essential Qualifications:

• Must be 21+ years of age.
• Associate’s degree in a related field and 2 years of Slot Department experience, or 2 years in a Slot Department supervisor role, or 2 years of Slot Department experience plus 1 year as a Slot Department supervisor.
• Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form.
• Ability to analyze situations in a calm and rational manner and render appropriate decisions.
• Ability to use equipment including currency counter, calculator, telephone, copier and scanner equipment, handheld scanners, ticket redemption kiosks, Keno kiosks, ATM machines, handheld radio, or other electronic devices.
• Thorough understanding of Title 31 requirements and their daily implications for the slot floor, i.e. all acceptable or unacceptable currency transactions, logging requirements, MTL’s and CTR’s and the New Wave system.
• Follow all Responsible Gaming Guidelines, i.e. self-limiting requests and checking identification for individuals who appear under 30 years old.
• Demonstrates ability to coach, develop, counsel, and discipline subordinates.
• Understand, comply with, and implement all Company and departmental rules, regulations, policies and procedures.
• Ability to effectively utilize computer software programs.
• Basic math and money-handling skills.
• Maintain positive and effective working relationships with team members, guests, and other departments.
• Ability to handle Guest opportunities in a positive and professional manner and make decisions in the best interest of our guests at Gun Lake Casino Resort.
• Must be able to obtain and maintain a gaming license with the Gun Lake Tribal Gaming Commission.
• Must be able to work a flexible schedule based on business needs which could include nights, weekends, and holidays. 
• Able to hear radio transmissions and communicate clearly on the radio.
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
• Ability to read, write, and input data into the computer.
• Must have the manual dexterity to operate job-related equipment. 
• Must have the ability to access all properties and areas.
• Ability to bend, kneel, reach, and lift items weighing up to 25 lbs. Ability to push a cart weighing in excess of 300 lbs.
• Ability to stand and walk for the duration of the shift.

Work Conditions:

Work is typically in an office environment or out on the casino floor. Work areas may be warm, cold, or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp. 

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.    

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.    

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies. 

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.