12-400 Slot Attendant

The Slot Attendant is a guest-facing team member responsible for ensuring that guests enjoy a smooth and engaging experience on the casino floor. This role involves rapidly responding to jackpots, processing payouts, providing change, and delivering high-level service with attention to detail and urgency. Slot Attendants are expected to patrol their assigned areas frequently, maintain an alert and helpful presence, and resolve minor machine issues efficiently. Their attentiveness and professionalism help create a fun, fast-paced, and guest-friendly atmosphere that reflects the quality and standards of Ute Mountain Casino Hotel.

Respond promptly and accurately to jackpot notifications.

• Ensure timely verification and payout of jackpots to minimize guest wait times
• Coordinate with Slot Supervisors and Technicians as needed to resolve delays or discrepancies

Provide high-quality customer service and guest interaction.

• Proactively engage with guests to answer questions and explain games or promotions
• Refer customer disputes to supervisors and assist with player inquiries using courteous, professional communication

Continuously monitor the gaming floor to identify guest needs or machine issues.

• Walk assigned sections regularly, observing for service lights, abandoned machines, or guest concerns
• Maintain visibility, approachability, and awareness to ensure guests feel supported and valued

Assist with basic machine troubleshooting and operational support.

• Reset games, perform minor issue resolution, and report malfunctions to supervisors or technicians
• Assist with kiosk fields, and complete machine issues when required

Support jackpot and machine transaction documentation.

• Complete required paperwork accurately and according to regulatory guidelines
• Relay key information to ensure continuity between team transitions

Maintain a clean, safe, and compliant gaming environment.

• Adhere to gaming procedures, Title 31 guidelines, and property safety regulations
• Report tips as required
• Report safety hazards or compliance issues to the appropriate authority promptly

Contribute to team success and guest retention efforts.

• Encourage guest engagement by promoting Players Club sign-ups
• Actively participate in a team-centric culture; assist coworkers as needed to promote a cohesive guest entertainment experience

Qualifications

General

• Must be at least 21 years of age and able to obtain and maintain a UMUGC Support License
• Must be able and willing to work weekends, holidays, and variable shifts
• Must be fluent in English with strong verbal and written communication skills

Education

• High school diploma or GED required

Experience

• Experience in guest service or cashiering roles preferred
• Prior experience handling jackpots, slot operations, or working on a casino floor is a plus

Knowledge, Skills, and Abilities (KSAs)

• Excellent customer service skills in person and over the phone
• Basic math and computer skills, including use of a 10-key, phone, and standard office equipment
• Ability to handle various amounts of money with precision and care
• Strong awareness, stamina, and initiative to patrol the floor actively and provide timely service
• Familiarity with gaming machine operations and hardware (preferred) repairs

General Expectations

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.