SLOT SHIFT SUPERVISOR | TSR

Job Title:  Slot Shift Supervisor (Talking Stick Resort) 

Schedule: Full-time varied shifts 
Department:  Slots
Gaming License:  Class III
FLSA Status:  Exempt
Reports To:  Slot Manager

Summary
Under the direct supervision of the Slot Manager the Slot Shift Supervisor is responsible for supervising and monitoring the overall slot area including all slot department team members for efficiency, guest service, adherence to all departmental, Talking Stick Resort/Casino Arizona, Community Regulatory Agency (CRA), Arizona Department of Gaming (ADOG) policies, procedures, and directives, protecting all of the Organization’s assets. Develops and mentors team members. Provides motivation and promotes positive morale among casino staff. Interacts with all department managers to produce the best possible service to the casino’s guests. Adheres to and champions our core values, mission, and vision at all times. Provides information and support concerning events, promotions, and other property information daily to the slot team. Other duties as assigned. 

 

Supervisory Responsibilities
Directly supervises activities of the Slot Keys and Slot Technicians (as needed) on a given shift in the Slot Department. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training new employees; continued training and education for slot team members, planning, assigning, and directing work; appraising performance; providing corrective action as needed; addressing complaints and resolving concerns. Recognizing positive employee performance, submitting for Catch A Star, Safety awards, Employee of the Month, etc.

Leadership Job Expectations: Fostering ECM Development through Pathways to Success Program
The Gaming Enterprises are committed to the employment and advancement of Enrolled Community Members (ECMs) of the SRP-MIC. The Gaming Enterprises’ Pathways to Success Program is a comprehensive program designed to provide ECMs with quality casino work experience, educational opportunities and to prepare them to become the Gaming Enterprises’ future leaders. Pathways to Success is designed to foster the participant’s preparedness for success on the job.

A Supervisor level leader is expected to actively support ECMs in their professional and academic goals through:
* Personalized Support: Regularly engage with individual ECMs to understand their career interests and educational goals. Offer guidance tailored to their aspirations.
* Opportunity Identification: Proactively inform ECMs about internal and external training, workshops, and educational programs aligned with their development needs.
* Facilitation of Growth: Encourage participation in stretch assignments, cross-training, and job shadowing to build new skills and broaden experience.
* Feedback and Recognition: Provide constructive feedback and recognize efforts toward self-improvement and career advancement.
* Resource Connection: Connect ECMs to relevant mentors, subject matter experts, and specific Pathways to Success programs.

 

Essential Duties and Responsibilities include the following:  Other duties may be assigned.
Technical Knowledge
* Operate and navigate systems including CMP, SDS, Kai, UKG, Jackpot Xpress, Team Sense, and basic Windows programs.
* Understand mechanical functions and play aspects of slot machines and casino floor operations.
* Perform minor technical repairs (e.g., bill jams, paper outs, reel tilts).
* Assist Slot Technicians with emergency drops and slot project schedules.
* Submit maintenance and IT/AV requests through automated systems.
* Monitor slot floor coverage and adjust staffing based on business volumes and callouts.
* Ensure office supplies and floor operation materials (e.g., straps, tacky, wipes, tissue) are readily available.
* Understand and identify slot and video gaming device cheating methods.
* Prepare and issue daily shift reports and other required documentation.
* Ensure tidiness and cleanliness of responsible areas.
* Assist in liquor sweeps as needed.

Communication Skills
* Maintain excellent interpersonal and communication abilities with team members, guests, and other departments.
* Check in with management for updates and communicate relevant information during pre-shift or as issues arise.
* Engage in response-driven conversations with guests (e.g., What brings you in today?).
* Answer common floor-related questions (e.g., machine themes, BOS system, promotions, pay lines).
* Keep management informed of operational issues, guest incidents, or unusual activities.
* Document and communicate incidents between shifts.
* Communicate effectively with Tribal, State, and National Regulatory Officials.
* Write reports and correspondence; speak effectively before groups of guests or team members.

Team Member Support
* Supervise Slot Keys and Slot Technicians, ensuring adherence to policies, procedures, and appearance standards.
* Train and mentor new staff, fostering a collaborative and performance-driven culture.
* Monitor staff performance, provide feedback, and initiate corrective actions (including performance improvement plans).
* Recognize positive employee performance (e.g., Catch A Star, Safety awards, Employee of the Month).
* Apply fair and consistent supervision and disciplinary practices.
* Ensure evaluations for assigned team members are completed on time.
* Coordinate with other departments to support smooth operations.
* Arrive early to receive updates from the outgoing shift.
* Take accountability for shift operations and proactively anticipate team needs.
* Delegate duties appropriately and efficiently schedule workforce needs.
* Foster a positive and friendly work environment across departments and shifts.

Guest Service
* Promote positive guest relations and create a welcoming atmosphere.
* Actively promote Salt River Rewards program; generate new signups and offer reprints.
* Escort guests to destinations rather than directing them.
* Provide exceptional guest service and resolve disputes with professionalism and discretion.
* Ensure consistent, friendly, and responsive service from all team members.
* Anticipate guest needs and respond quickly to operational issues or concerns.
* Investigate and resolve guest complaints using sound business practices.
* Monitor for suspicious activities (e.g., excluded patrons, illegal activity) and report immediately.
* Authorize jackpots per policy and report large jackpots to required individuals.
* Issue comps based on business needs and administrative policies.
* Adhere to High Limit Service Standards and evaluate team members accordingly.

Operational Responsibilities
* Ensure compliance with all departmental, Casino Arizona and Talking Stick Resort, CRA and ADOG policies, procedures, and directives.
* Supervises and assists Slot Technical personnel as needed; understands slot project schedules.
* Protect organizational assets through adherence to regulatory and internal controls.
* Enforce applicable regulations under the Code of Federal Regulations, Title 31.
* Ensure Slot Operational employees are on time and prepared for assigned shift duties.
* Plan and administer work schedules and assignments.
* Ensures all Slot Personnel meet uniform standards prior to shift start.
* Ensure staffing levels match business volumes and adjust schedules accordingly.
* Ensure slot floor runs smoothly using direct observations, employee updates, and system-generated reports.
* Attend and actively participate in mandatory meetings.
* Champion core values, mission, and vision statements.
* Maintain a high level of integrity and commitment to organizational standards.

 

Education and/or Experience
High school diploma or general education degree (GED) required; college degree preferred.  Three (3) years experience required as a Slot Attendant; or 1 year experience in a Slot Supervisory capacity. Working knowledge of Casino Management Systems and Casino related Systems required. Strong money handling and documentation skills required.

 

Computer Skills
Must have skills in operating business computers and office machines, including in a Windows environment, specifically Outlook, Word, Excel, and presentation software (such as PowerPoint), also an understanding of casino management systems.

 

Other Qualifications
* Must have general knowledge of mechanical functions and play aspects of slot machines, procedures, and casino floor operations.
* Must present a well-groomed appearance.
* Must be able to effectively communicate with all levels both internally and externally.
* Must be able to interact effectively with Tribal, State and National Regulatory Officials.
* Must be able to delegate duties appropriately.
* Must be flexible in relation to work schedule and able to work nights, weekends and holidays if required.
* Must be able to efficiently schedule and utilize workforce needs. Must be able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. 
* Must be able to write reports and correspondence.
* Must be able to speak effectively before groups of guests or team members of the organization.
* Must be able to calculate figures and amounts such as percentages, Win/Loss, and meters.
* Must be able to apply common sense understanding to carry out directions in written, oral or diagram form.
* Must be able to communicate effectively in the English language, both verbally and in writing with staff and the general public.
* Must be able to demonstrate outstanding guest service at all times.
* Must have knowledge of casino rules, procedures and regulations pertaining to Slot operations.

Language Skills
Must be able to read, write, speak and understand English.

 

Physical Demands
While performing the duties of this job, the employee is regularly required to stand for prolonged periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms and talk or hear.  The employee must regularly lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

Work Environment 
While performing the duties of this job, the employee is regularly exposed to secondary smoke.  The noise level in the work environment is usually loud.

 

Operates casino resorts and entertainment venues in Arizona.