Shift Supervisor - Pawhuska

Overview

Responsible for the overall effective and efficient supervision of all casino floor shift operations as assigned by the reporting senior.

MINIMUM QUALIFICATIONS:

• Must be at least 18 years of age
• Bachelor’s degree in Business Administration, Hospitality or Gaming plus three (3) months of job related work experience to include casino operations and supervisory experience in a related department or business or Associate’s degree in Business Administration, Management, and six (6) months or more of job related work experience to include casino operations and supervisory experience in a related department or business or one year of job related work experience to include casino operations and supervisory experience in related department or business required.
• Required to obtain an ABLE liquor license.
• Experience as a Guest Service Representative preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation Gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

Responsibilities

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.

DEPARTMENT OPERATIONS:

• Ensures staff is assigned in accordance with work schedules and covers for staff as necessary due to employee shortages and updates attendance records.
• Ensures employees assigned to shift are performing duties in accordance with approved performance standards and are relieved from duty in order to take authorized break or meal periods.
• Completes inventory of required equipment and supplies and prepares requisitions for replacements as necessary.
• Inspects work stations and other areas of responsibility to ensure they are clean, well-organized, safe and well maintained.
• Verifies Jackpots.
• Responsible for maintenance of machines regarding any malfunctions.
• Makes minor repairs on gaming devices in accordance with training and procedures.
• Reactivates all “out of order” machines on the casino floor as efficiently as possible.
• Assists in all service requirements that are necessary in gaming machine equipment.
• May assist assigned staff with accurate preparation of detailed daily, weekly, and monthly operating reports as required by the reporting senior.
• Ensures newly assigned staff members are scheduled for and complete departmental orientation.
• Responsible for the selection and performance evaluation of all assigned staff. May discipline and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority. May recommend employees for recognition or reward.
• Provides job specific training to all newly hired employees or those assigned to mentor so they may perform their duties in accordance with acceptable job standards.
• Visits work spaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures applicable staff is aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Trains new employees on job-specific tasks.
• Schedules employees to ensure excellent guest services are maintained in conjunction with efficiency and business needs.
• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory     commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.  
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are preferred.
• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the general public. Work well alone or within a team.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing or maintaining professional networks.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel. Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 30 pounds. Ability to drag, push, or pull up to 150 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a Casino setting. Exposure to second-hand smoke. Noise level is moderate to high.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required. Ability to work nights and weekends required.
• The employee is regularly exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.
• The employee may be exposed to risks associated with the use of tools/machinery.