Job Description

Company Description

ABOUT WESTGATE RESORTS
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country\'s most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!



General Summary Of Duties:

Administer department policies affecting slot play and pay out. Supervise employees to accomplish guest service satisfaction. Analyze facts in disputes to determine solutions within guidelines for guest satisfaction.

Role and Responsibilities: (Includes but is not limited to the following) * Handle slot machine questions/malfunctions. Expedite accurately prepared tax forms and payments.

• Inform supervisor of daily activity, performance and decisions by written or verbal communication.
• Gather information from technical knowledge of slot machines, read SDS reports and calculate tax liability of slot player.
• Investigate compliance with written policies for employee responsibilities and behavior.
• Administrate control using observation of work and equipment to evaluate performance.
• Supervise all employees, make sure customers are being serviced and change being sold.
• Analyze guest requests/complaints and research evidence via mechanical observation, system 38 and SDS to determine solution within policy guidelines. Explain same to guest\'s satisfaction.

Qualifications

Performance Requirements: (Knowledge, skills and abilities) * Must be 21 years of age.

• Ability to act independently while analyzing data and drawing conclusions from written and computer generated materials.
• Ability to effectively deal with customer complaints and concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Make decisions and take action based on previous experience and good judgement, sometimes revising procedures to accommodate unusual situations.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct slot staff in details of work. Observe performance and encourage improvement.
• Monitor workload and make staffing adjustments accordingly.
• Ability to read, write, speak and understand the English language in order to complete jackpot tickets, tax forms, etc. and communicate with management, staff, guests and other employees.
• Ability to read, write, speak and understand the English language to provide clear direction, instruction and guidance to staff.
• Answer the telephone and provide information as needed.
• Ability to read, write, speak and understand the English language to follow written and/or verbal instructions/requests.
• Mathematical skills necessary to calculate jackpots and tax information.
• Sufficient manual dexterity of hand in order to use keys, screwdriver, SDS card, walkie-talkie, pager, photocopier, typewriter, telephone, adding machine, general office equipment and computer keyboard.
• Ability to remain alert throughout the duration of shift and remain calm during emergency situations.
• Ability to push/pull coins weighing a maximum of 500 lbs. on an hand cart on an intermittent basis.
• Ability to access and input information using a moderately complex computer system.
• Schedules staff according to daily/weekly forecast.
• Ability to exercise judgment and implement control over the performance of staff.
• Knowledge of Slot operations, to include appropriate staffing levels, service equipment and guest relations.
• Adheres to control procedures.
• Ability to read, write, speak and understand the English language in order to complete job requirements and communicate with other employees.
• Ability to deal with problems requiring initiative and good judgment.
• Ability to read, write, speak and understand the English language clearly to ascertain and document important information, to follow written and/or verbal instructions and to provide clear direction/guidance. Ability to relate to all levels of management, employees and guests.
• Ability to organize/prioritize, meet deadlines, work with minimal supervision/multiple interruptions, exercise judgment and adapt instructions/directions from one assignment to another.
• Supervise staff including: selection, training, counseling and discipline.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other employees. Resolve complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience & judgment, sometimes revising procedures to accommodate unusual situations.
• Listen & respond to guest inquiries using a positive, clear speaking voice, answer questions and offer assistance giving accurate information.
• Provide guest satisfaction through assistance, direction and information within hotel guidelines.
• Social skills as demonstrated by the ability to listen and respond to employee or management inquiries/concerns using a positive, clear speaking voice, answering questions, and/or offering assistance giving accurate information regarding plans, policy or procedures.
• Check slot area before, during and after shift for proper cleanliness.
• Knowledge of labor law.
• Ability to maintain attendance in conformance with standards.
• Ability to maintain a neat, clean and well-groomed appearance.

Experience Requirements

3 years Slot experience

Westgate Resorts