Position Summary
Under direct supervision of the Assistant General Manager, provides departments with assistance, support, and inter-departmental coordination as necessary to achieve the financial, operational, and guest service performance expectations set forth for the shift. Observes shift activity and reports findings and recommendations to the Assistant General Manager.
This list of responsibilities and duties is illustrative only of the tasks performed by this position and is not all-inclusive.
Essential Responsibilities And Duties
Maintaining a current and accurate understanding of each departments’:
o financial, operational, and guest service expectations,
o objectives, strategies and operational plans, and
o special events and promotions
Maintaining a current and accurate understanding of policies and procedures for, and ensuring and coordinating the proper execution of:
o emergencies,
o alcohol consumption,
o interaction with external and regulatory arriving on property,
o departmental disagreements,
o employee suspensions,
o guest problem resolution, and
o guest evictions.
Maintaining a working knowledge of Internal Controls, Human Resources Policies and Procedures, Departmental Policies and Procedures, and job descriptions of each department on the shift. Providing continual assistance, support, and inter-departmental coordination to all employees and guests as necessary to achieve the financial, operational, and guest service expectations set forth for the property. Exchanging current information continuously throughout the shift with each department’s management personnel. Ensuring smooth interaction between all departments and all guests during the shift. Resolving guest complaints and problems immediately and effectively Performing continual observations and inspections, and formally reporting findings and recommendations for:
o compliance with policies, procedures, and controls,
o improvements to operational effectiveness,
o condition and operation of physical plant, property, and equipment,
o status of secured areas,
o quality control checks in the Kitchen, Restaurant and Lounge, etc.
o proper employee staffing levels,
o employee effectiveness and performance,
o improvements for better using assets and personnel on the shift,
Ensuring all pertinent information regarding the shift is communicated in a clear, concise, and complete manner, in a timely and consistent manner, to the Assistant General Manager and other Managers on Duty. Performing all duties required of the Manager on Duty as stated in the Policies and Procedures and System of Internal Controls including, but not limited to, signing forms and approving gaming transactions. Contributes to a team effort and accomplishes related results as required. Regularly attending meetings as directed by the Assistant General Manager. Creating and maintaining a positive image of the property, operations, employees, and casino owners on the shift to all customers, local communities, and regulatory agencies. Performing all duties with excellent service to both internal and external guests. Consistently and visibly role modeling the behavior and appearance desired of all employees on the shift. Performs other duties as required
Minimum Qualifications
Education and Experience:
Bachelors Degree plus seven years varied experience in the operational aspects of the gaming industry; or equivalent combination of experience and education. Three years of department management experience including supervising personnel. Must be 21 years of age. No felony, theft or stealing convictions. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license and to include the following:
Knowledge, Abilities, Skills, And Certifications
Knowledge of modern office practices, procedures, and equipment.
Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
Knowledge of principles and practices of public relations, promotions, and customer service.
Knowledge of slot, table games, bingo, keno operations, food, hotel, and beverage operations in the casino environment.
Ability to analyze reports.
Knowledge of software systems.
Skill in professional management techniques.
Ability to interact effectively with Tribal, State and National Regulatory Officials.
Ability to establish, administer and maintain staff training programs and records.
Ability to efficiently schedule, and utilize manpower needs.
Ability to write and implement departmental procedures as necessary.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions proportions and percentages.
Ability to apply common sense understanding to carry out directions in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Skill in human relations and supervision of assigned staff.
Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
Knowledge of computer utilization in marketing/business operations.
Ability to write reports and business correspondence.
Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public.
Ability to apply basic mathematical skills.
Ability to interpret a variety of instructions furnished in written and oral form.
Skill in supervising assigned staff.
Physical Demands
While performing the duties of this job, the employee regularly is required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment
Work is generally performed in a Casino setting with exposure to second-hand smoke and a high noise level. Evening, graveyard, holiday and/or weekend work may be required. Extended hours and irregular shifts may be required.
