Floor Supervisor

JOB SUMMARY

Under general guidance of the Director of Operations ensures smooth operations of Casino floor consistent with Gaming regulations. Assures a safe and entertaining environment for guests.

Uphold the mission and values of Taos Mountain Casino by demonstrating integrity, professionalism, accountability, and consideration for others.

ESSENTIAL FUNCTIONS

• Oversees casino floor operations to ensure compliance, efficiency, quality, service, and cost-effective management of resources in all operations.

• Maintains a consistent presence in the casino areas for the purposes of supervising staff, ensuring highest levels of customer service, adherence to safety and security procedures and compliance with applicable tribal, state, and federal gaming laws and regulations.

• Interacts with guests in a professional and courteous manner offering assistance, instruction, and advice as needed.

• Maintains knowledge of current promotions and assists Casino floor team in answering guest questions about promotions.

• Responds to and resolves customer or employee issues or complaints.

• Ensures general security of floor operations and reports suspicious activities to security and/or management.

• Observes patron activity and observes interactions between employees and guests, including monitoring payouts.

• Ensures security and safety of equipment and confirms slot technician inspects machine malfunctions.

• Monitors slot activities and safeguards slot assets.

• Creates and submits daily shift report.

• Observes suspicious activity and reports to security or management.

• Adheres to Casino and Gaming Commission policies, regulations, rules, guidelines, and ordinances.

• Provides excellent customer service and solutions for internal and external customers to enhance the guest experience.

• Presents a positive, professional demeanor and image at all times.

• Maintains confidentiality of all privileged information.

• Builds and fosters effective working relationships with others.

• Maintains professionalism at all times.

• Performs other duties as required or assigned.

SUPERVISORY RESPONSIBILITY

• Oversees the daily activities of the Floor team

• Improves staff effectiveness by assisting with recruiting and selecting; training, assigning, delegating, and reviewing work; coaching, counseling, and disciplining employees; planning, delegating, monitoring, and appraising job tasks and results in a timely manner.

• Hosts regular staff meetings to ensure communication between personnel and cage activities.

MINIMUM QUALIFICATIONS

• High School Diploma/GED.

• Must be at least 21 years of age.

• Three (3) years’ experience in casino operations.

• Two (2) years of supervisory experience.

• A combination of relevant education and related work experience may be considered.

• Obtain and maintain gaming license/Title 31 certification.

• Obtain and maintain CPR/First Aid certification.

• Valid driver’s license is required.

• Must be able to successfully complete a background investigation and drug test.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Taos Mountain Casino.

• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.

• Cash handling, banking, and/or accounting methods and procedures.

• Customer service standards.

• Basic supervisory practices.

Skill in:

• Providing leadership and guiding the work of others.

• Analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.

• Handling multiple tasks simultaneously.

• Addressing customer problems.

• Office software and industry-related applications.

• Correct English usage, grammar, spelling, and punctuation.

Ability to:

• Demonstrate leadership and professionalism at all times.

• Train, coach, and lead the work of a team.

• Maintain confidentiality.

• Handle multiple tasks and meet deadlines.

• Work independently with minimal supervision.

• Adapt to varying situations.

• Prepare comprehensive and concise reports and plans.

• Communicate effectively in written and oral form.

• Speak persuasively before groups.

• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.

• Make solid decisions and exercise independent judgment.

• Work in a fast-paced environment and meet deadlines.

• Uphold strong ethics and integrity.

WORK ENVIRONMENT, PHYSICAL/MENTAL DEMANDS, EQUIPMENT USAGE

PHYSICAL/MENTAL DEMANDS

While performing the duties of this job, the employee regularly is required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and communicate effectively. The employee occasionally is required to sit; and lift up to 25 pounds. Close vision ability and clarity of vision at longer distance are required. Employee may be exposed frequently to dust, fumes, airborne particles, and/or allergens; excessive noise; and to hostile, offensive, or violent individuals.

WORK ENVIRONMENT

Work is generally performed in an office/casino setting with a moderate to excessive noise level. Evening and/or weekend work will be required. Tight time constraints and multiple demands are common. Travel may be required for training, meetings, conferences, presentations, and other events.

EQUIPMENT, TOOLS, MATERIALS

 Tools used in performing the essential functions of the job: general office supplies and equipment, radios, surveillance monitors, cash handling tools, basic troubleshooting systems, and typical office software.