Great People... Work in Slot Operations Realistic Job Profile
Overview of the Job Are you comfortable initiating conversations with people? Can you deal effectively with face to face confrontation? Can you work in a highly regulated environment? Do you have a friendly, outgoing personality? Can you provide great customer service? If you answered yes to these questions, then our position may be a great fit for you! What s involved in a s job? Great customer service is a high priority for s; they strive to exceed our customer s expectations and anticipate their needs. Their main duties are providing information to customers on how the slot games are played, exchanging currency, refilling ticket machines and storage compartments, paying out jackpots and providing service related to general casino questions. They are responsible for the overall cleanliness of their assigned section, which means pushing in chairs, picking up garbage, returning cups and glasses to the bars and responding to service lights. They complete section audits based on machine and slot base appearance i.e. machine decals, carpet appearance and slot signage light bulbs. As a, you will be given a set of keys, a radio and an access card at the beginning of your shift. You will attend pre-shifts biweekly where in addition to receiving an assigned section, keys, radio, card and tasks for the shift, you will be updated on current promotions, departmental announcements, changes to policies or programs and any other information that you will need to be successful during your shift. The keys and access card allow you to enter sensitive areas within a slot machine or related equipment to complete minor technical service, bill or ticket jams, ticket storage refills and complete jackpot pay outs. s must adhere to very specific policies on the use and control of the keys and cards and every entry or action performed in a slot machine must be logged for auditing and tracking purposes. This position is regulated by the compliance branch of the Alcohol and Gaming Commission of Ontario (AGCO) and requires someone who can follow rules, pay attention to detail and document information accurately and legibly. This is a position that requires a gaming license as prescribed by the AGCO. For further details on this process please visit their website at www.agco.on.ca. Regardless of your assigned section, you will be expected to maintain cleanliness and promote Casino amenities, such as our restaurants, entertainment and hotel. You will interact directly with our guests and this role requires individuals with a warm, friendly personality with an understanding of delivering service with a smile. niagaracasinosjobs.com 1
The following quotes are from our current Associates who perform the role of Slot Attendant. These quotes are intended to provide you with insight and information regarding the job, the working environment and the positive and negative aspects of the role. As a, what can I expect on a daily basis? Assisting disabled patrons to play machines or find their way around the casino Being pulled, poked and interrupted because they don t see that you are busy with someone else Paying out large sums of money to happy or unhappy people Working in a highly regulated environment; you need to follow rules and regulations even if they don t seem to make sense or there is an easier faster way to do something Exchange US currency or handle lost money situations Clean up your section, push in chairs, pick up dirty glasses, and pick up garbage Open machines and document why you are in the machine Explain the pay tables to players, how much they won or why they didn t win Help patrons to play slot machines Re-fill tickets, correct minor machine malfunctions Very long mornings when it is slow A lot of walking Impolite or forgetful patrons Repetition of pushing in the same chairs over and over again Promote the new games; explain how to play them and how they pay out Pool tips Work in multiple sections to cover breaks or when short staffed Being under constant camera surveillance niagaracasinosjobs.com 2
The Slot Department The Slot Department is comprised of two equally important teams; Slot Operations and Slot Technical. Both teams work together to provide an enjoyable gaming experience for the customers. The Slot Department consists of a Slot Operations Manager, a Slot Technical Manager, a Slot Technical Project Manager, a Slot Compliance Administrator, Shift Managers, Assistant Shift Managers, Lead s, s and Slot Technicians. The department reports into the Director, Slot Operations. The Slot Department has approximately 180 Associates in total, most of whom have been in the department since Casino Niagara opened in 1996. Due to the low turnover in this job classification, opportunities to move into this position are very rare. The Slot Operations Team The Slot Operations team consists of a Director, a Slot Operations Manager, Shift Managers, Assistant Shift Managers, Slot Technicians, Lead s and Slot Attendants. s report to the Assistant Shift Managers. There are approximately 70 s. Although the department has a relatively small number of Associates it contributes almost 70 % of the revenue to the property. The Slot Department takes great pride in working as a team regardless of which position you hold or which site you are scheduled to work at. They have a very experienced team who is always willing to lend a hand when needed. According to our s, the amount of supervision you can expect is Minimal, however our Assistant Shift Managers or Shift Mangers are available by radio if you need them. The management team is visible on the floor but lets you do your job; they are available when support is needed and are always available by radio or telephone. A big part of this job is providing exceptional service to each and every customer, while maintaining 100% compliance to all AGCO regulations. Your fellow co-workers are assigned to other sections. Your Assistant Shift Manager will conduct periodic spot checks of your assigned section or project work to ensure that you are completing your job in conjunction with our service standards and also to ensure help is available if you require assistance. niagaracasinosjobs.com 3
Locations and Shift Length Where are some of the locations I will work? What is the length of my shifts? The slot areas at both properties are large and cover most of the gaming floor. At each property the slot areas are divided into sections. The size and location of each section varies by property. s are scheduled primarily at one property and sections are rotated on a daily basis to ensure that they are evenly distributed amongst other s on your shift. You will be scheduled for eight-hour shifts that include 2-30 minute breaks. The Slot Attendant position is a customer service position therefore staffing is dictated by patron volume. There are minimum staffing requirements per shift start time and per section. There are 5 different start/end times; 7 am to 3:30 pm; 11 am to 7:30 pm; 3 pm to 11:30 pm; 7 pm to 3:30 am and 11 pm to 7:30 am. The over lapping start times ensure adequate coverage during peak hours of the day. Full time s have a specific property and shift with set days off each week. Although you may be predominantly scheduled at one property, you may be asked to work at either property depending on business needs. Part time s are scheduled to fill in the shift vacancies or to work heavy patron volume days and are scheduled at both properties. Niagara Casinos operate 24 hours a day, year-round and coverage is provided at all times. It is important to remember that Public holidays such as Thanksgiving, Christmas, and New Year s Day are occasions when people typically spend time with their families, however, our business operates on these days and you will be required to work. The requirement to work holidays, weekends and midnights with less desirable days off will happen for many years. Due to the low turnover in this position you will be on midnights with less desirable days off for many years. These are facts that you should consider prior to applying for the position. niagaracasinosjobs.com 4
Training What type of training will I receive as a new? External hires will participate in our company New Hire Orientation training. This is a comprehensive program designed to familiarize you with Niagara Casinos policies and procedures. This training will include other new Associates of the organization. All new Associates of Niagara Casinos are required to serve a 90-day probationary period. Internal hires will participate in department orientation training program. This training is approximately 4 days long where you will receive specific information on departmental Policies and Procedures, standards, performance expectations, job duties and a tour of the property where you will be working. You will receive also Slot Compliance training which is 4 hours long and details the specific regulations you must adhere to working in this position. Once your departmental training is complete, you will work along side another Slot Attendant and job shadow him/her in the role. This job shadowing is a form of on-thejob training to ensure that you are able to fulfill the requirements of the role. Once you have finished your job shadowing, you will receive a final assessment which will determine whether you are able to perform the position alone. If you are successful, you will then be scheduled based upon business needs. If you are unsuccessful, a member of the management team will identify your specific areas for improvement. You will be provided with assistance to help you achieve the expected performance levels and behaviours. It is important to ask for help if required during your training period and it is important to ask questions if you require clarification. Quotes from our s As with any job, there are some appealing and unappealing aspects of the position. We believe in providing clear and transparent information about our jobs to help candidates understand what the role entails. It is essential that you have a full understanding of the role prior to deciding whether to apply. Below you will find some honest and candid feedback from individuals who actually work in the position of a Slot Attendant. niagaracasinosjobs.com 5
The APPEALING aspects of the Job The independence of the job; you have freedom to walk around in your designated section Working in a great department with a great group of people Having the opportunity to interact with a wide variety of customers from all over the world Being able to get my daily exercise while I am actually working Developing relationships with our regular customers The hourly wage; tips are good If you want to, you can have a lot of fun in your job There is a lot of respect in the department between the Associates and Management I like to pay people when they win The UNAPPEALING aspects of the Job Impolite people who sometimes snap their fingers or grab at you to get your attention At times the job can be physically and mentally exhausting Because we have keys and access cards we can t leave the premises for lunch or breaks Bad days off and no time with my family; working weekends, Christmas, all holidays Working under surveillance cameras all the time Standing for long periods of time Trying to stay motivated during down times or when it is not busy niagaracasinosjobs.com 6
Critical Success Factors This summary identifies aspects of the position that we consider to be critical to your success. Consider each of the factors listed below to assess whether or not you feel that your skills match those necessary to be successful in the position. Can I What does it take to be a good? Keep smiling when someone is impolite? Adhere to rules and regulations? Recover from unpleasant situations quickly? Be non judgemental, accepting of different cultures and life styles? Smile and greet every customer I encounter? Stand on my feet for 8 hours? Wear a radio, pouch, keys etc all shift? Be responsible with money, sensitive access cards and keys to slot machines? Will I Be able to smile, be friendly and provide excellent service at all times? Be able to deal with a variety of people (different cultures, language barriers, and superstitions)? Be able to work in an environment with no natural light? Work midnights, weekends and holidays, for many years? Take the time and patience to talk patrons through changes (cash back, bus coupons) so they understand the change? Keep myself motivated even when it is not busy? Am I Outgoing with a pleasant personality and willing to approach customers? Able to show empathy to someone who just lost money? A positive person who can handle pressure and a hectic, demanding pace? Able to make good sound decisions on the spot? Willing to learn how new games are played and pay out so I can promote to patrons? Highly energetic, approachable and fun to work with? This document is the property of Niagara Casinos and may not be reproduced, copied, distributed, printed, used for commercial purposes or altered in any manner. This document is for information purposes only and Niagara Casinos reserves the right to change the content, description, format, or intent at any time. niagaracasinosjobs.com 7