Shift Manager, Electronic Gaming

The role leads Supervisors and Attendants, coordinates with Gaming Technical and other departments, and ensures a safe, efficient, and guest-focused gaming environment. The Shift Manager is also responsible for staff performance and development, service standards, EGM operational readiness, and floor performance.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Monitor the gaming floor to ensure high standards of presentation, cleanliness, safety, and guest service.
• Ensure EGMs are operational, correctly configured, and deployed in accordance with approved standards and regulatory requirements.
• Lead and manage Supervisors and Attendants to ensure effective and consistent shift operations.
• Coordinate with Gaming Technical and other departments to maintain smooth gaming operations and minimize EGM downtime.
• Recognize and ensure appropriate service for high-value and VIP guests.
• Monitor and ensure the proper execution of marketing promotions and departmental initiatives.
• Manage shift incidents, guest disputes, operational issues, and escalations in a timely and professional manner.
• Verify and approve transactions within authorized limits and ensure proper financial controls are followed.
• Ensure all team members comply with departmental SOPs, company policies, gaming regulations, and internal controls.
• Conduct staff coaching, performance feedback, recognition, counseling, and disciplinary actions in accordance with company policy.
• Communicate shift updates, operational issues, procedural changes, and relevant information to management and team members.
• Identify and implement opportunities to improve operational efficiency, revenue performance, service quality, and team engagement.
• Conduct team briefings and training to maintain operational and service standards.
• Complete and review required shift reports, records, and documentation accurately and on time.
• Safeguard company, guest, employee, and gaming-related information and assets.
• Perform other duties and projects as assigned by management.

• Statutory insurance coverage plus the company's additional health insurance program.
• Staff shuttle bus service for employees living far from the property.
• Accommodation at Hoiana Staff Village.
• 12 complimentary nights at Rosewood properties across domestic and international destinations.
• Excellent learning and career development opportunities in a world-class hospitality environment.

• Bachelor's degree in Business Administration, Hospitality Management, or a related field preferred.
• Minimum 2 years of supervisory or management experience in Slots operations.
• Strong knowledge of Electronic Gaming Machines, gaming systems, and casino operations.
• Good understanding of gaming regulations, internal controls, and responsible gaming practices.
• Strong leadership, communication, interpersonal, and team-management skills.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Good understanding of operational and gaming performance.
• Strong computer literacy and proficiency in Microsoft Office.
• Fluent in written and spoken English.
• Korean, Mandarin, or other relevant languages are an advantage.
• Ability to work effectively in a fast-paced, guest-focused, and highly regulated environment.
• Shift-based position requiring 24/7 operational coverage, including nights, weekends, and public holidays.
• Regularly required to walk and stand for extended periods on the gaming floor.
• May be required to respond to operational incidents outside normal working hours.