Job ResponsibilitiesThe Director Technical Slot Operations is responsible for overseeing the day-to-day operation of the Slot Operations Technical Department. The Director will develop and implement policies, procedures and technical standards for the department. The Director Technical Slot Operations will be responsible for training department team members in regulatory and guest service processes to maintain standards. All duties are to be performed in adherence to the policies and procedures of the Company Casino and Resort standards and the regulations of the New York State Gaming Commission.
Essential Duties / Core Competencies
- · Develops and implements an effective strategy for managing projects and assets for Slot Technical and Slot Services Department.
- Reviews and evaluates the slot technical operations departments’ team member’s performance. Train, coach and counsel to ensure performance standards are consistently achieved.
- Ensures effective recruitment, hiring, training, recognition, coaching and counseling and other personnel related matters are being handled appropriately throughout assigned departments.
- Facilitates and ensures that performance reviews of all employees within department are complete on a yearly basis.
- Maintains appropriate staffing levels within Slot Operations Department to ensure efficiency and productivity. Participates in talent acquisition and retention, provides courteous and helpful information to guests.
- Responds to guest concerns in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
- Maintains meticulous security of keys, radios and any other devices issued to them and complies with company safety standards.
- Develops and implements technical standards and procedures to ensure effective ongoing maintenance of slot machines, TRU’s, AJM’s, ETG’s, Table Games electronic equipment and customer service.
- Collaborate with the Manager of Slot Performance and Manager of Operations.
- Coordinates and designs changes in the floor layout. Maintains accurate log of inventory and coordinates with outside vendors and other internal departments to process work orders.
- Research and makes recommendations on related software, systems, processes and equipment to improve overall performance and meet business goals.
- Develops and implements effective cost controls and inventory of slot machine parts.
- Develops and administers budget for the Technical department.
- Coordinates all slot machine moves and modification with regulators, vendors and in house departments.
- Reviews and analyzes existing technology, slot operations related systems and equipment to ensure effectiveness and efficiency and develop strategies, if warranted, to improve overall performance and meet business goals.
- Responds to guest concerns in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
- Provides courteous and helpful information to guests. Responds to guest concerns in a considerate, professional and positive manner. Shows genuine concern and empathy, actively listens to the guests and take ownership of their concerns and follows through to a resolution.
- Administers supervisory responsibilities in accordance with the Companies and Departments policies and procedures.
- Adheres to the regulatory, departmental and company policies and procedures.
- Reviews and analyzes existing slot technical operations related systems to ensure effectiveness and efficiency and develop strategies, if warranted, to improve overall performance and meet business goals.
- Assists in new hire and ongoing team member training.
- Reads and understand the Company Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
- Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive.
- Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success.
- Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations.
- Demonstrates the initiative to present new ideas and perspective to create positive results.
- Exhibits respectful consideration of viewpoints, situations and others.
- Put the guest at the forefront of every decision.
- Perform other tasks as assigned
Knowledge/Work Experience:
- Must be 18 years or older and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
- Bachelor’s degree in any discipline combined with relevant experience,
- OR a minimum of eight (8) years of progressively responsible experience in slot operations or technical operations, including at least four (4) years in a supervisor or manager role within a high-volume, complex resort casino environment,
- OR a minimum of six (6) years of experience in a Casino Management position in a high-volume environment.
- Minimum of two (2) years of Class III casino experience preferred.
- Electronic training and/or certification, or a combination of experience and formal training, with a minimum of five (5) years of equivalent work experience required.
- Working knowledge and understanding of a broad range of slot machines and slot systems preferred
Essential Requirements
- To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong interpersonal and customer service skills in order to train Slot Operations staff and assist in guest conflict.
- Strong customer service and interpersonal skills in order to interact well with guests and team members. Ability to analyze situations and make decisions is a fast-paced environment.
- Ability to interact with mobile devices and touch screen technology.
- Excellent supervisory and communication skills.
- Working knowledge of Microsoft Office and related software.
- Advanced and quantifiable experience with Slot Performance Systems.
- Have a complete understanding of Departmental, company and New York State Gaming Commission rules and regulations that apply to the position.
Physical and Mental Demands:
The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.
While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifty (50) pounds, and prolonged sitting during the shift.
Language Skills:
Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents. Ability to respond to common inquiries from other Team Members or guests. Fluency in English required. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.
Mathematical Skills & Reasoning Ability:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference. Ability to compute basic mathematical calculations. Ability to decipher various reports and maintains reports upon request. Ability to analyze situations and make decisions is a fast-paced environment.
Work Environment
The work environment characteristics described here are representative of those that exists while employees are 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 typically moderate. When on the property or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
- Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.
The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.
Pay Transparency: $131, 330 - $159,140
Working at Resorts World:
Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.