Description

POSITION PURPOSE:

The primary responsibility of the Shift Manager - Environmental Services is to oversee the activities of an assigned shift, including the supervision of the day-to-day operations of the Public Areas and Casino. Manage, inspect, train, and evaluate assigned Supervisor - Environmental Services and Specialist - Cleaning to ensure the highest standard of cleanliness is maintained. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

POSITION RESPONSIBILITIES: 

• Responsible for the overall management of assigned shift and associated staff.
• Responsible for maintaining a high standard of cleanliness for all non-leased areas including casino, public areas, back of house, garage, and outside of the building.
• Develop effective and timely staffing schedules.
• Interview, recommend hires, discipline, and assist with employee terminations.
• Track attendance, coordinate breaks, and communicate changes as they occur throughout the shift.
• Must complete accurate and timely shift reports.
• Constantly seek ways to improve quality.
• Implement system to seek feedback from guests regarding quality or service & product.
• Resolve guest complaints, ensuring guest satisfaction.

• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Coordinate department activities with other departments and be the explicit liaison.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop Supervisors - PAD and staff to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Attend meetings including regular meetings with Director - PAD.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s 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.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Maintain PAD equipment and report problems.
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

Minimum Employment Requirements:

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek’s customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements: 

• Three (3) years of janitorial services experience in a supervisory position required.
• Two (2) years’ experience in guest relations training required.
• Must possess knowledge of proper cleaning techniques and chemical handling requirements and use of equipment; work in a fast-paced, busy, and somewhat stressful environment
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.