Operations Support & Service Specialist

Reporting: Vice-President of Operations

Description:

The Operations Support Specialist plays a vital role in supporting the organization and team. This key position ensures smooth operations by leading special projects, troubleshooting issues, maintaining and repairing equipment, and upholding compliance with company standards and industry regulations. The Operations Support Specialist is someone who is welcoming, customer-focused, and understands the importance of prioritizing team and guest satisfaction while maintaining efficient operations.

Expectations:

• Act with integrity and honesty in all work-related duties.


• Support the operations of the organization with proactive leadership.


• Develop a positive work environment for employees, guests, and vendors.


• Uphold state, local, and company standards and regulations.


• Maintain clear and consistent communication with all employees, managers and stakeholders.


• Work collaboratively with all employees and managers.

Responsibilities:

• Be a champion of company culture by leading with integrity, kindness, and a strong commitment to values:
  
  
  
  • Foster a mentor mentality by focusing on teaching and leading by example.
  
  
  • Ask questions to ensure clarity and understanding.
  
  
  • Consistently follow up to reinforce learning and ensure progress.
  
  
  • Anticipate team needs by actively listening and offering tailored solutions.
  
  
  
  


• Provide support to all departments across the organization by addressing operational challenges such as, but not limited to:
  
  
  
  • Troubleshooting and resolving technical issues.
  
  
  • Assisting with logistical planning and problem-solving.
  
  
  • Developing, updating, and maintaining comprehensive training materials.
  
  
  
  


• Ensure operational efficiency by streamlining processes, identifying areas for improvement and suggesting solutions.


• Maintain consistent communications with vendors, contractors, and internal teams to address operational needs, arrange for repairs, maintain equipment, or similar tasks.


• Update internal systems such as ShiftNotes, Guardian, and/or the Point of Sales system.


• Oversee repair and maintenance to ensure equipment, facilities, and systems operate efficiently:
  
  
  
  • Conduct and review routine audits, identify issues, and manage repairs or replacements.
  
  
  • Take a proactive approach to troubleshooting potential problems before they escalate.
  
  
  • Train team members on best practices for recognizing and addressing problems effectively.
  
  
  
  


• Assist licensing and compliance efforts to ensure adherence to state and local regulations and standards:
  
  
  
  • Uphold safety regulations to protect employees and customers.
  
  
  • Adhere to industry standards and company policies to prevent violations and maintain a safe and compliant work environment.
  
  
  • Support the successful completion of certification courses for all employees.
  
  
  
  


• Lead and support a range of special projects that span multiple departments.
  
  
  
  • Projects may involve anything from implementing new software systems to optimizing off site
  
  
  • Adapt to different environments, troubleshoot across various functions, and collaborate with cross-departmental teams.
  
  
  
  


• Partner with the IT department to ensure technology is fully operational and seamlessly implemented:
  
  
  
  • Communicate with vendors and internal teams to address and fulfill IT requirements.
  
  
  • Manage technology replacements, upgrades, and repairs, tracking costs and frequency for efficiency and budgeting.
  
  
  
  


• Collaborate with the field team to provide support and ensure coverage of locations, including stepping in to manage responsibilities during vacations or absences


• Be knowledgeable of vgt machines, games, and features, and how to resolve machine issues.


• Enthusiastically promote marketing initiatives consistently to every manager, employee, and guest.
  
  
  
  • Partner with the Marketing Department as needed.
  
  
  
  


• Uphold the highest standard of cleanliness and sanitation.


• Prohibit underage patrons from purchasing alcohol or gambling by ID'ing every guest, every time.


• Support the training and development of new and existing team members.


• Perform other duties as requested by management.

Skills & Experience:

• Must be 21 years of age.


• Valid Driver's License.


• Previous leadership, service, or support experience is preferred.


• Must have a reliable form of transportation.


• Being able to bend, reach, lift and/or carry 50 pounds.


• Strong interpersonal skills and the ability to work as part of a team.


• Attend meetings and trainings as required by management.