Openings

The Casino Shift Supervisor is responsible for the day-to-day Slot operations on the assigned shift, ensuring superior guest service to all guests of the casino and providing additional services to the Guests including, but not limited to payouts, answering questions, and handling minor disputes.  All duties are to be performed within the guidelines of the organization’s policies and procedures, tribal regulations, and all federal/state laws, as needed.  

1. All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP’s, and any other related training.
2. Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
3. Promote positive guest relations, greet guests, and create a friendly atmosphere.
4. Observe and recognize irregularities, violations, or other discrepancies in casino personnel or guests and institute appropriate action.
5. Investigate and resolve guest complaints.
6. Responsible for the planning, creating, and administering work schedules and assignments.
7. Monitor staff performance, ensure adherence to all Casino policies and procedures as well as internal controls.
8. Maintain constant awareness of floor activity to protect the playing public and the integrity of the Casino.           
9. Supervise and/or verify slot machine transactions when necessary.
10. Responsible for ensuring that the Slot Department follows federal currency transaction reporting requirements (Title 31).
11. Ensure all slot machines are in good repair and in working order.
12. Responsible for Guest service proficiency, Team Member morale, staffing levels, and effectiveness of Supervisors and Slot Attendants.
13. Utilize sound management and leadership skills in making decisions.      
14. Act as a host, explaining slot machine details to Guests as necessary.
15. Monitor cleanliness of the slot floor and takes action to correct deficiencies.
16. Maintain knowledge of all departmental and casino promotions and inform slot Team Members of changes.
17. Possess a thorough knowledge of the Kiowa Reward’s Club rules and policies.
18. Assist with hiring, retaining, promoting, performance evaluations, training, disciplining, and terminating Team Member with concurrence of the Department Manager, Department Director, Chief Operating Officer/General Manager, and the Director of Human Resources.
19. Maintain a high level of Guest confidentiality.
20. Provide overall protection from, and elimination of, anything that may tend to jeopardize the welfare and security of the company assets, properties, Guests, and Team Members.
21. Supervise an assigned shift and ensure proper staffing levels.
22. Safeguard the assets of the casino.
23. Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.
24. Maintain knowledge of special events, hours of operation, and other pertinent information.
25. Perform additional duties or projects, as assigned.

The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

EDUCATION & EXPERIENCE

• High School diploma or GED is required.
• Associate degree in related field and 2 years Slot experience or equivalent combination of education and experience.
• Experience in Slot/gaming environment preferred.
•  Working knowledge of the Gaming Industry and the regulations governing gaming operations preferred.

REQUIREMENTS, SKILLS & ABILITIES

• Must be at least 21 years of age.
• Regular and reliable attendance.
• Must be able to work in a fast-paced environment.
•  Ability to work cooperatively with all departments and all team members.
• Display leadership qualities and the ability to serve both internal and external customers.
• Must be able to manage departmental budget and control labor and expenses.
• Ability to maintain high confidentiality and a professional demeanor.
• Ability to independently manage multiple tasks in a professional manner.
• Strong computer skills with experience in word processing, databases, and spreadsheets (ability to demonstrate proficiency).
• Strong project management and written communication skills.
• Highly organized, accurate, and detail-oriented with the ability to adapt quickly to changing priorities.
• Excellent verbal communication and interpersonal skills.
• Excellent problem-solving and conflict resolutions skills.
• Ability to independently manage multiple tasks in a professional manner.
• Basic math skills (ability to demonstrate proficiency).

SUPERVISORY RESPONSIBILITIES

This position supervises all team members in the Slot department.

LICENSES & CERTIFICATIONS

• Ability to obtain and maintain Gaming License is required.
• Key positions require knowledge and application of Title 31 reporting requirements.
• Must have the ability to pass comprehensive background check and drug test.

Physical

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.

Confer with Human Resources for additional information, as needed.

Mental

Social perceptiveness to assess and understand other’s reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing, and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents.  Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines.  Ability to concentrate on tasks over a period without being distracted.

Work Environment

The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business.  Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions.  Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs. 

Success in this position will require ongoing knowledge and application of the organization’s key performance indicators that include but are not limited to interpersonal and communication skills, change management and teamwork, customer service and satisfaction, integrity, and dependability.

The above statements are intended to describe the general nature and level of work being performed. They should not be construed as an exhaustive list of all the essential duties, responsibilities, and requirements of the job. Kiowa Casino and its governing authorities reserve the right to substitute, amend, change, modify or discontinue any or all portions of this job description or job functions.