HHR Supervisor

The HHR Supervisor is responsible for monitoring and directing the HHR Gaming Department operations to ensure high standards of the maintenance of the HHR games and the quality of the guest experience. Works with the HHR Manager in developing gaming strategies to drive revenue while ensuring compliance with all state and company requirements. Is committed to our adhering to our code of conduct. Serves as a member of the property Leadership Team.

Expected Work Hours and Schedule:

Work hours will vary, encompassing morning, afternoon, and evening shifts across five working days per week. The expected working hours range from 40 to 50 hours per week, including availability from Monday to Sunday.

Essential Job Functions:

• Champions our Code of Conduct policy and always adheres to professionalism.
• Provides leadership of the HHR Gaming Department and ensures full compliance with all applicable laws, regulations, and company policies.
• Supervises the effectiveness of the HHR Teams daily.
• Identifies compliance risks and takes necessary action to eliminate or minimize risks.
• Establishes and administers procedures pertaining to the proper coordination of all operating activities related to HHR machines with a focus on guest service, property training of both technical and operational staff and protection of company assets.
• Recommends changes in the physical layout of the gaming floor to promote the most effective utilization of equipment, manpower and floor space.
• Identify and execute revenue generating opportunities within the Gaming Department.
• Responsible for analyzing the HHR Gaming department operation to ensure maximum profitability and efficiency.
• Consistently communicates operational information with the HHR team, Executive Management, and other departments.
• Works with security and surveillance to detect/address any irregularities and responds accordingly.
• Ensures compliance with all applicable gaming laws of the New Hampshire Lottery Commission and company internal controls, policies and procedures, liquor laws, title 31, and federal regulations, as they apply.
• Responds to department changes as dictated by the industry, the company, or the property.
• Understands the Property’s policy relating to fire, safety, and health.
• Recruits, hires, trains, schedules, and develops HHR Technical Department Team Members to comply with minimum standards, policies and procedures while ensuring adequate staffing to meet business needs.
• Identifies low revenue generating terminals and determines the optimal terminal mix, in terms of models, denomination, location and percentage pay back and conducts a monthly analysis to monitor profitability.
• Ensure all equipment functions properly and effectively and responds accordingly.
• Research new technology and equipment that can be adopted to improve operations.
• Minimizes terminal down time, through quick and thorough repairs by the technical department and ensures the correct use of all terminals and related equipment.
• Supports company retention goals by ensuring the compliance of new Team Member attendance at orientation before working a scheduled shift.
• To provide Excellent Service to guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.
• Ability to keep a friendly, calm, and helpful demeanor in high-stress situations and in a continuously fast-paced environment.
• The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors.
• The ability and willingness to ensure that work activities are completed accurately, efficiently, and in a timely manner.
• The ability to work safely. This includes clearly understanding and following company safety policies and procedures, completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions.
• Maintain regular attendance at scheduled shift and staff meetings in accordance with the Time and Attendance policy.
• Maintain professionalism and a friendly and approachable demeanor throughout the shift.
• Maintain all appearance standards in accordance with established uniform and appearance guidelines.
• Inform manager on duty of any irregularities and unusual situations when they occur
• Is honest in all interactions and displays a high degree of integrity.
• Ability to work independently with little to no supervision or as part of a team is required.
• Must be and remain compliant with all legal or company regulations for working in the industry.

• Must be 21 years of age or older with a high school diploma or general education degree (GED).
• Minimum three to five years of HHR or slot operations leadership experience.
• Experience with and knowledge of applicable regulatory reporting and compliance requirements.
• Able to act in accordance with established guidelines, follow standard procedures in crisis situations, communicate and enforce organizational policies and procedures, recognize and constructively conform to written rules and/or practices.
• Able to follow detailed procedures and ensure accuracy in documentation and data, carefully monitor processes, concentrate on routine work details, and organize and maintain a system of records.
• Able to be tactful, maintain confidence, foster an ethical work environment, prevent inappropriate behavior by team members, give proper credit to others, handle all situations honestly and with integrity.
• Must be able to obtain and maintain a valid New Hampshire Lottery Commission Badge.
• Must pass all required pre-screening and background checks.