Description

Job Overview:

The HHR Casino Floor Manager is responsible for overseeing the daily operations of the HHR department, ensuring exceptional guest service and efficient departmental performance. This person provides direct supervision to HHR team members, supports operational objectives, and maintains the standards and processes necessary for the successful operation of the HHR department.

Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Directly responsible for the operation of the HHR department
• Provides excellent supervisory and management skills with a high level of maturity, competency, and dependability
• Manages the preparation of staffing schedules for department personnel that will assure that guest service needs and labor budgets are met
• Supervises, trains, coaches, schedules, and evaluates HHR staff.
• Ensures the HHR floor staff provides great guest service by recognizing great service of employees and holding employees accountable to meeting service guidelines and targets
• Manages other guest facing departments if the department manager is not present when an issue arises or if department supervisors need further direction in resolving guest or employee issues
• Documents and coaches violators of department procedures and WCH Expectation Guide values
• Ensures sufficient inventories are maintained to meet the needs of the gaming operation during the shift
• Promptly documents and corrects any safety issues that cause unsatisfactory conditions for guests or customers throughout the facility during the shift

• Addresses ALL customer complaints regarding machine discrepancies and determining proper compensation if needed

• Investigates and resolves any guest satisfaction issues that cannot be adequately solved by supervisors during the shift, regardless of the department; Properly documents and reports those incidents
• Enforces all applicable Standard Operating Procedures, Tribal Internal and Minimum Internal Control Standards, Company Expectations and Safety Policies are adhered to at all times
• Acts as role model for the WCH culture as described by our expectation guide and provides excellent customer service to all internal and external customers
• Protects assets of Wind Creek Hospitality during the shift

• Other duties as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED– required
• Bachelor’s Degree in Related Field AND two (2) years Supervisory experience– required

• OR Four (4) years’ experience in a Management position– required
• OR Three (3) years’ experience in a Supervisory position with Wind Creek Hospitality– required

• Minimum of one (1) years of casino gaming department experience including verification of jackpots, issuance of complimentaries and other transactions– required
• Must possess a valid state-issued driver’s license
• Proven ability to communicate effectively both verbally and in writing: including writing of recurring shift reports and documentation of any incidents.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Resolve complex situations within the framework of TICS, MICS and WCH Expectation Guide.
• Possess the ability to calculate figures and amounts such as discount, interest, commissions, properties, percentages
• Must successfully pass job interview, including a guest service audition
• Able to follow instructions furnished in written, oral, or diagrams formats
• Basic computer skills with Microsoft Outlook, Word and Excel
• Must be able to walk for the duration of the shift and at times may have to bend, stoop and kneel
• Willing and able to work odd and irregular hours including holidays, promotions and weekends
• Willing and able to travel and participate in training as recommended or required
• Must have the ability to obtain and maintain any applicable license as a requirement for this position
• Willing and able to work in a smoke/secondary smoke environment