IT’S ALL ABOUT THE TNIYRTUOPPO

*Guest Path Unit of the Year, 2010 and 2011*
*Creating special experiences one guest at a time*

Opportunity Dates: January 18th, 2013
The Opportunity: Operations Supervisor
Shifts/Hours required: All
Pay Rate: $17.00
Gaming License Rank: Key
Reports to: Gaming Manager
Unit Summary:
Open daily from 8am-4am
940 Slot Machines
55,000 Square Feet of Fun
Non-smoking facility Connected to the Fairgrounds Event Center
Harness racing at the Hamburg, NY facility.
Delaware North Companies Gaming and Entertainment manages the gaming facility
including all the hospitality, entertainment, food and beverage and marketing services.
Please visit www.thehamburgcasino.com for further facility information.
Your Role: Oversees the Gaming Department operations ensuring that all rules and
procedures are being followed and that superior customer service is being provided. Builds
bench strength, accountability, and teamwork within the department and with the other
departments within the company. Performs Manager on duty functions for the entire gaming
facility.

Posting requirements: Associates must have a minimum of 6 months in their current position in order to be
eligible to post for a position and must inform their manager of their intent to post. Current associates who have
an Indefinite Warning in their file are not eligible to post for a position for up to 12 months from issue. Current
associates who are on a Performance Improvement Plan should discuss posting opportunities with their current
manager prior to posting. Any exceptions to the above t sum be edss dcuis it hw asosciate’ s rt Grcuen eeral n
Manager and/or HR Business Partner. EEO/M/F/V/D
Our Expectations: Knowledge, Skills and Abilities:
Directly supervises the Slot Attendants, coatroom, shuttle bus, gulf cart
operation and valet.
Ensures department and state lottery regulations, policies and procedures
are being followed.
Ensures superior guest service is provided
Ensures gaming areas are adequately staffed through regular assessment of
customer activity, numbers of associates working, and wait times for service,
utilizing overtime, early release and additions to staffing levels.
Conducts Associate counseling sessions including issuance of all corrective
counseling notices.
Supervises the investigation of Associate infractions and issues, and
makes recommendations for appropriate disciplinary actions up to and
including discharge.
Prepares and delivers Annual Performance Reviews to subordinates
Supervises necessary authorization for jackpot payouts in accordance with state
lottery regulation and department policy and procedures
Investigates and resolves customer complaints and issues
Supervises work through planning and scheduling of work assignments
and performance development
Manages and directs the selection, training, development and appraisal of
Staff.
Maintains a safe work and customer environment
Provides leadership to others through example and sharing of knowledge
and skill.
Prioritizes tasks, handles multiple projects simultaneously.
Role models the skills of customer service and interacts positively through
relationships with customers, co-workers and supervisors displaying
genuine concern and mutual respect for peopl’s ne ds.ee
Greets customers positively, treating each person as an individual and in
a professional manner.
Demonstrates skill in dealing with customer complaints, using active
listening skills to defuse difficult and sometimes emotionally charged
sittions tua o maintain the cs ustomr’e oodwillg
Understands the goals and vision of the organization, and demonstrate
commitment to those goals in terms of individual and team performance
Utilizes Microsoft Office product, Kronos and MGAM for daily activities.
Must be at least 18 years of age.
Must ha ave n Associat’es De in B reeg usiness or d fierlatee ld.
Must be able to obtain a NYS Lottery Gaming Key License.
Must have three to five years supervisory experience.
hclors’ aeB d prereeeg rfe red.
*Creating special experiences one guest at a time*
Contact: Please apply online at www.thehamburgcasino.com
Posting requirements: Associates must have a minimum of 6 months in their current position in order to be
eligible to post for a position and must inform their manager of their intent to post. Current associates who have
an Indefinite Warning in their file are not eligible to post for a position for up to 12 months from issue. Current
associates who are on a Performance Improvement Plan should discuss posting opportunities with their current
manager prior to posting. Any exceptions to the above t sum be edss dcuis it hw asosciate’ s rt Grcuen eeral n
Manager and/or HR Business Partner. EEO/M/F/V/D