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Under the direction of the Senior Manager of Customer Experience, the Casino Manager on Duty (MOD) is ultimately responsible for the guest experience on the casino floor. The MOD has a span of control over all casino floor operations including the ability to hold management-level team members accountable for their respective departmental impact on the guest experience. Through the direction of The Office of the General Manager, the MOD will act on behalf of all casino resort leadership in their absence. This position possesses the authority to drive operational efficiencies through collaboration and enforcement of compliance standards. The MOD is empowered to make the final decision as it pertains to Yaamava’ Resort and Casino operations while maintaining the best interest of the Tribe, Resort and Casino, guests, and team members.
The MOD has a heightened awareness of the casino floor experience, is exceptional at resolving guest concerns, enforces and expects the highest service standards, and has an in-depth understanding of the casino and resort operation while championing the strategic objectives and priorities of the Tribe and Executive leadership in a manner that reflects and upholds the Tribal Community’s vision, mission, and values.
Essential Duties & Responsibilities
1. Responsible for ensuring the guest experience is free from unnecessary delays in delivering the level of service consistent with the Yaamava’ Brand Standards. Resolves guest complaints and problems immediately and effectively by maintaining a heightened awareness of the casino floor. Uses their professional influence and relationships to create and maintain a positive image of the property, operations, team members, and Tribal Community to all guests, local communities, and regulatory agencies. Models the behavior and appearance desired of all team members on the shift consistently and visibly.
2. Provides actionable feedback on the current and future state of the casino floor to identify continuous improvement opportunities that optimize the guest experience. Ensures interdepartmental coordination to achieve financial, operational, and guest service expectations set forth by Yaamava Resort and Casino.
3. Maintains a current and accurate understanding of each department’s financial, operational, and guest service expectations, objectives, strategies, and operational plans, special events, and promotions. Maintains a current and accurate understanding of policies and procedures, and ensures proper execution of:
• Emergency response
• Interactions with external and regulatory agencies arriving on property
• Team Member suspensions and patron exclusions
• Guest service resolution and recovery
Maintains working knowledge of Internal Controls, Human Resources department policies and procedures, and job descriptions of each department on the shift. Maintains a vast knowledge of all areas including management, project management, and vendor management. Enforces and executes strategic decisions to ensure operational fluency is met to achieve all leadership goals and expectations.
4. Responsible for the enforcement of all applicable gaming Federal, State, and Tribal standards in the absence of operational directors. These include but are not limited to:
• Anti-money laundering program
• Bank Secrecy Act
• U.S. Patriot Act
• Game integrity and protection
• Slot disputes and investigations
• Promotional disputes and settlement agreements
5. Regularly reports out to The Office of General Manager to provide consistent and effective reports that drive/address strategic and tactical level solutions. Ensures all pertinent information regarding the casino is communicated in a clear, concise, complete, timely, and consistent manner.
6. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks, and assignments that contribute to the mitigation or response to any public health emergency.
Supervisory Responsibilities
Carries out director-level responsibilities in accordance with the enterprise’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning reviewing, and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
Education/Experience/Qualifications
• Bachelors’ degree in a related field is required.
• Minimum five (5) years of experience in operations management is required.
• Minimum five (5) years of progressive and related experience in the operational aspects of the casino gaming industry is required.
• Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirements indicated above.
• Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) and player tracking systems.
• Proficient in training and training development, infrastructure implementation, and marketing systems.
• Ability to exhibit a solid background in operations management while driving business growth.
• Must demonstrate a professional demeanor with strong leadership and communication skills with an ability to talk to others in a non-threatening manner to convey information effectively and appropriately.
• Must be able to manage multiple situations simultaneously and efficiently.
• Must display the highest degree of professionalism, judgment, and decision-making in all guest and team member interactions.
• Must be a highly motivated, driven, results-oriented, and extremely organized individual, as this role directly supervises all casino operations and the conduct of casino team members while on duty.
• Must perform all duties with excellent service to both internal and external guests.
Certificates/Licenses/Registrations
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.
Yaamava’ Resort and Casino at San Manuel will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
