12-250 Slot Operations Supervisor

As a direct report to the Manager - Slot/Sports Book Operations, the Slot Operations Supervisor is responsible for overseeing the performance of the slot operations team, ensuring exceptional guest service, and supporting the smooth functionality of slot machines across the floor. This position is a key player in maintaining operational efficiency, resolving technical issues, and ensuring compliance with internal and regulatory standards. Success in this role means leading by example, supporting team growth, and ensuring guests feel welcomed, assisted, and appreciated.

Supervise daily slot operations to ensure smooth and compliant performance across all shifts.

• As directed/assigned by the Manager - Slot/Sports Book Operations, schedule, assign, and monitor floor Attendants.
• Provide shift leadership, monitor service coverage, and ensure breaks and relief are properly assigned

Train, support, and evaluate slot personnel.

• Orient new staff, reinforce performance expectations, and communicate concerns to management.
• Recommend coaching or disciplinary action when performance issues arise.

Maintain operational status of slot machines.

• Perform basic troubleshooting and follow manufacturer care guidelines.
• Report major malfunctions and log all technical issues promptly.

Ensure high standards of customer service and guest engagement.

• Respond to guest service calls including jackpots and light notifications.
• Assist with Players Club sign-ups and promote ongoing casino loyalty initiatives.

Assist in money handling procedures and compliance-related tasks.

• Perform kiosk disputes, minor machine issues, and jackpot validations with high accuracy.
• Maintain proper documentation and follow Title 31 compliance procedures.

Support departmental coordination and continuity.

• Document shift activities and communicate key updates to the incoming team.
• Maintain a clean and safe work area in accordance with gaming regulations and company safety policies.

Promote a team environment and uphold the UMCH service standards.

• Assist coworkers as needed and contribute to a culture of collaboration and accountability.
• Report all tips received while fulfilling job duties as required by policy.

General

• Must be at least 21 years of age and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support License
• Must be fluent in English with strong verbal and written communication skills
• Must be able and willing to work a flexible schedule including weekends and holidays

Education

• High school diploma or GED required

Experience

• At least 1 year of supervisory experience in Slot Operations or equivalent role
• At least 2 years of experience in Slots or a similar role (preferably with increasing responsibilities/duties)
• Experience with troubleshooting slot equipment or gaming floor operations preferred
• Familiarity with player engagement programs or casino loyalty initiatives is beneficial

Knowledge, Skills, and Abilities (KSAs)

• Strong math proficiency and the ability to pass a math skills test
• Attention to detail in all money-handling tasks, including fills, drops, and reporting
• Strong interpersonal skills and a service-first mindset
• Proficient in Microsoft Office and capable of using standard office and casino equipment (10-key, phones, radios, etc.)
• Working knowledge of gaming equipment hardware is preferred

Reliability and Positive Attitude

• Maintain dependable attendance and punctuality, demonstrating reliability in fulfilling your role.
• Be willing to work extended hours, irregular schedules, weekends, and holidays as needed to meet business demands.
• Perform other duties and projects as assigned, showing flexibility and adaptability.
• Attend and actively participate in all company-assigned trainings to enhance skills and knowledge.
• Approach all tasks with a positive attitude, contributing to a pleasant work environment and enhancing guest experiences.
• If you make a mistake, make it in favor of the guest or the employee, never the house!

Customer Service Excellence

• Create memorable guest experiences by providing outstanding service that leaves a lasting positive impression on all of UMCH's visitors.
• Always engage by interacting warmly and professionally with all guests, making them feel welcome and valued.
• In every situation, seek to “find a path to yes.”
• Anticipate guest needs and respond promptly to requests, ensuring high levels of satisfaction.

Teamwork and Collaboration

• Work collaboratively with colleagues to ensure seamless service.
• Treat all team members with mutual respect, professionalism, and commit to hold yourself and your team accountable to the UMCH values of Integrity, Team Engagement, Drive to Succeed, and Service Excellence.
• Communicate effectively with team members to coordinate tasks and provide a cohesive entertainment experience.
• Support team members by assisting when needed and sharing responsibilities. Take ownership!

Attention to Detail

• Maintain high standards of quality and presentation in all aspects of your work.
• Follow all established SOPs diligently and with great care.
• Monitor the grounds, equipment, and supplies, promptly reporting any issue to ensure smooth operations and a welcoming environment for our employees and guests.

Communication

• Communicate clearly and professionally with guests, team members, and management.
• Listen actively to guest feedback and concerns, addressing them courteously and effectively.
• Seek to maintain a general knowledge of all events and promotions at the casino and be prepared to communicate such information to customers.  

Ethical Conduct

• Uphold the highest standards of honesty and integrity in all professional activities.
• Adhere to all UMCH policies, procedures. Adhere to all federal, state, and tribal regulatory requirements.
• Demonstrate ethical decision-making and behavior in all interactions.