Assistant Manager, Casino Operations

Hard Rock Hotel & Casino Ottawa•Bristol, TN

2d•Onsite

About The Position

The Assistant Casino Manager is responsible for developing an environment that creates excitement for guests and team members, promoting and retaining a highly skilled workforce. Responsible for actively building relationships with players and acting as a mentor to team members to build their player development skills; provides career development and direction for team members. Manages staff and resources, related to Gaming Operations, which includes Slot Operations and Table Games, on an assigned shift ensuring compliance with established regulations.

Requirements

High school diploma or equivalent.
Minimum 5 years of experience in slot operations and/or table games with three years in a supervisory capacity.
Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery requirements.
Must successfully pass background check.
Must be twenty-one (21) years of age.
Prior experience in the Gaming industry required.
Knowledgeable of all casino games rules, procedures and regulations required.
Knowledge of pertinent federal, state, and local laws, codes, and regulations.
Knowledge of Hard Rock operations and slot related machinery.
Knowledge of policies and procedures as well as knowledge of and ability to identify various cheating techniques.
Knowledge of Games manuals, policies, procedures, and a demonstrated ability to coordinate or supervise the work of others.
Knowledge of Player Tracking/Accounting system, floor coverage and margin control.
Must be highly skilled in game security and table games operations.
Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Ability to present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to interpret and explain policies and procedures.
Ability to consistently communicate effectively with guests, as well as all levels of team members.
Ability to observe and direct actions of subordinates/trainees.
Ability to inspect and maintain areas for which responsible.
Ability to review and comprehend all necessary documentation.
Ability to use all machine test equipment.
Ability to develop strategic department objectives and link to the goals of the property.

Nice To Haves

College degree preferred.

Responsibilities

Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
Ensures the enforcement of all policies and procedures and ensures daily operational efficiency of all departments.
Is responsible for overseeing the operational activities of the shift including interacting in a positive manner with the managers of other operational departments.
Handle Team Member and Guest concerns/dissatisfaction professionally to best result in team member/guest satisfaction while at the same time maintaining financial responsibility.
Identifies and implements procedural changes to positively affect customer service.
Establishes and develops relationships with guests through positive, effective interaction focusing on loyalty and profitability of specific player segments.
Manage daily labor to open and close games as needed.
Ensures team member satisfaction through consistent feedback and development.
Evaluate current business conditions, special events, weather, etc. and staff accordingly.
Create a work environment that is safe, professional, friendly and conducive to a high level of morale, productivity and performance.
Ensure talent performance levels.
Visually inspect all casino equipment and follow procedures for notification/repair/replacement.
Inspect and ensure a clean, safe working environment.
Notify appropriate departments to handle deficient situations.
Author and distribute casino end of shift reports.
Support the Hard Rock culture and team philosophy throughout the property.
Promote positive public relations and create an enjoyable atmosphere for all.
Reviews adequacy of internal security of Slots and Table Games Department.
Perform work regularly and adheres to all Virginia Lottery Regulations.