Position Summary:
Responsible for assisting the Property Operations Manager with the day-to-day operation and direct supervision of activities within the off-track betting (OTB) location. Oversee shift(s) as assigned. Ensure daily operations and experiences meet company standards and guest expectations. Appropriately respond to and manage any departmental concerns and guest and/or employee challenges. Ensure compliance with all regulations.
Reports to:
Property Operations Manager
Essential Job Duties:
- Assist Property Operations Manager with interviewing, hiring decisions, onboarding, training, developing, overseeing staff, measuring performance, disciplining, and/or scheduling department staff, as assigned
- Walk the gaming area looking for opportunities to interact with customers and employees displaying an attentive, upbeat, and enthusiastic demeanor throughout each interaction
- Clearly communicate how terminals play and operate, Club benefits, internal promotions, and site aminities
- Calmly and fairly address customer and employee concerns, and location inefficiencies
- Oversee all counts, master safe sheets, and deposits in the absence of the Property Operations Manager
- Make recommendations to the Property Operations Manager to improve service and cost savings and revenue generating measures
- Proficiently use Microsoft applications (Word, Excel, Outlook) and player tracking system(s)
- Consistently monitor site to identify and report regulatory and safety compliance risks; resolves risks as appropriate
- Protects the confidentiality of company/personnel files and documents under immediate control
- Ensures efficient operation of HHR Terminals and related gaming equipment
- Schedule staff according to business demands
- Work with employees to develop and grow their skills for future promotional opportunities
- Troubleshoot minor repairs with wagering terminals and player tracking system as needed
- Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
- Efficiently perform duties in both calm and busy situations
- Perform Senior Host duties, as necessary
- Perform additional duties and responsibilities as assigned
Qualifications, Education and Experience
Required:
- Previous experience with pari-mutuel equipment, and rules and regulations
- Previous experience in a supervisory or leadership role that included employee direct reports
- Positive, proactive leadership skills with experience developing, motivating and encouraging staff
- Experience driving positive change via self-motivation and initiative
- Experience providing high level of customer service
- Able to work varied hours which include nights, weekends and holidays
- Critical analysis skills to effectively resolve issues, and/or concerns
- Comfortable initiating greetings and conversations
- Experience using basic tools
- Previous experience accurately counting, handling, and keeping track of money
- Basic understanding of, and experience using, computers and computer programs
- At least 21 years of age
- Ability to communicate effectively in English, including both written and verbal forms
- Professional appearance and personal hygiene conforming to company dress code and as deemed appropriate by supervisor
- Obtain and maintain all work cards as required by the company
- Verify right to work in the United States
Preferred
- Previous experience developing direct reports for promotional and/or professional growth opportunities
- Experience same or similar management job duties within a customer service environment
- High school diploma or equivalent
Licensing Status
- Obtain and maintain the required Gaming License.
- Successfully complete and past post-offer, pre-employment and random drug screenings.
Working Conditions
- Work is performed indoors
- More than 40 hours a week will be required at times. Work hours subject to change.
- Must be able to work long hours under busy conditions.
- Subject to hazards which may cause personal bodily harm; smoke, common colds, influenza, dust, odors, and elevated noise levels.
- Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
- Duties may involve walking, standing for long periods of time, sitting and crouching.
- Specific required movements include the following:
- Trunk - bend, twist, rotate, push, pull, and carry
- Arms - reach, carry, push, pull, lift, twist, and rotate
- Legs - left, push, pull, twist, and rotate
- Hands - grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity
- Must be able to lift 50 lbs