POSITION SUMMARY
Responsible for ensuring compliance with company policies and state regulations and maintaining the smooth operation of the gaming floor as directed.
KEY RESPONSIBILITIES
The following statements are intended as an overview of key responsibilities of the work for this position and are not all inclusive:
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Provides next-level guest service to internal and external guests. Demonstrates the Cedar Crossing culture in all interactions with guests and co-workers.
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Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.
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Ensures compliance with all department and company policies, procedures, internal controls, and government regulations.
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Responsible for creating and fostering an environment of support and motivation for Team Members.
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Completes all reports and projects assigned by the Gaming Manager.
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Ensures accurate jackpot transactions and compliance with internal controls, along with timely processing of jackpot slips and payments.
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Verifies the completion of all department paperwork, including jackpot slips, tax documents, and guest claim forms.
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Oversees the proper functioning of all gaming machines, making them readily available for guest play.
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Adheres to scheduling and coordinates with manager regarding any concerns with attention to guest satisfaction.
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Assists with guest inquiries while monitoring and applying service recovery within authorized levels.
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Assists with or is responsible for staff training and following CTR and SAR procedures.
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Responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
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Reviews and approves gaming documentation based on established levels of authorization.
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Maintains and enforces physical safeguards over all monies, forms, and records.
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Always follows the Company Service Standards model.
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Assists in developing department standards, guidelines, and objectives.
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Assists in other administrative processes such as staffing to ensure proper planning and efficient operation of assigned areas.
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Provides on-floor leadership and direction during assigned shift, ensuring consistent coverage and responsiveness to operational needs.
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Conducts and documents shift briefings to communicate priorities, promotions, VIP activity, and operational updates to team members.
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Monitors gaming floor activity in real time to identify service opportunities, equipment issues, and potential risk situations.
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Partners with Surveillance, Security, and Compliance teams to identify and report suspicious or irregular gaming activity.
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Maintains knowledge of slot system functionality (e.g., CMS, ticketing systems) and troubleshoots operational issues as needed.
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Supports inventory control and accountability for slot supplies, including jackpots forms, TITO tickets, and related materials.
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Tracks key performance indicators (KPIs) such as machine uptime, jackpots, guest satisfaction, and labor efficiency; escalates trends to management.
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Assists with scheduling adjustments, break rotations, and staffing coverage to maintain optimal service levels during the shift.
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Addresses any situations that may arise among department employees.
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Reviews the work activities of subordinate employees to ensure that work is being performed within the standards established by management.
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Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position’s supervisor.
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Keeps position supervisor informed of relevant activities.
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Other duties as assigned.
EDUCATION & EXPERIENCE
High school diploma or GED plus two (2) years supervisory experience in a high-volume, complex environment. Other combinations of education and experience may be considered. Must have excellent PC skills with Microsoft applications and menu-driven programs. Ability to work in an intense, fast‑paced environment requiring a high degree of concentration. Must be able to formulate and communicate ideas and to make independent decisions.
SKILLS & COMPETENCIES
Must have ability to:
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Read, write, and comprehend simple instructions, short correspondence, and memos.
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Communicate effectively with all levels of Team Members, guests and outside contacts.
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Work effectively in a fast-paced environment.
REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:
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Attend required training sessions offered by the casino.
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Obtain and maintain required license(s).
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Perform the duties described in compliance with local laws and regulations.
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Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
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Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
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Have knowledge of property programs to address problem gambling.
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Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
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Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
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Report any acts of wrongdoing on behalf of any Team Member of which they have knowledge.
WORK ENVIRONMENT
Must have ability to:
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Move around all work areas effectively and efficiently.
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Lift, push, and pull up to 25 pounds.
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Work long hours, including nights, weekends and holidays.
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Work in an environment with moderate to loud noise levels, may be exposed to secondhand smoke and varied light levels, including flashing lights.
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Ability to stand, walk, bend for entire shift.
CERTIFICATES, LICENSES, AND REGISTRATIONS:
Iowa Racing & Gaming Commission License
Serv-Safe Certification
SUPERVISORY RESPONSIBILITIES
May supervise employees. Responsible for the overall direction, coordination, and evaluation of the unit(s).
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team Members will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
