Casino Manager on Duty

San Manuel Band of Mission Indians • Highland, CA

10d • Onsite

About The Position

Under the direction of the Senior Manager, Customer Experience, the Manager on Duty (MOD) is responsible for overseeing the guest experience on the casino floor and supporting the management of all operations. This role holds team members accountable for their impact on the guest experience and acts on behalf of casino resort leadership. Ensures operational efficiency, enforces compliance with standards, and has the authority to make final decisions regarding Yaamava’ Resort and Casino operations, prioritizing the best interests of the Tribe, Resort, Casino, guests, and team members. With a strong focus on guest concerns, high service standards, and a deep understanding of casino and resort operations, this role champions the Tribe's strategic priorities while reflecting the community's vision and values.

Requirements

• Bachelors’ degree in a related field is required.
• Minimum three (3) years of progressive and related experience in the operational aspects of the casino gaming industry is required.
• Minimum three (3) years of supervisory experience 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 other casino management systems including but not limited to Synkros.
• Utilize data to effectively translate operational efforts into measurable revenue outcomes.
• Ability to exhibit a solid background in operations management while driving business growth and brand loyalty.
• Must demonstrate a professional demeanor and strong leadership skills, with the ability to influence and support all team members, fostering collaboration and engagement across the organization, despite reporting structure.
• Must be a highly motivated, resolution oriented, self-driven, and organized individual capable of effectively multitasking.
• Must display the highest degree of professionalism, judgment, and decision-making in all guest and team member interactions.
• Demonstrate exceptional leadership abilities to effectively guide CX support teams to achieve significant results and exceed performance expectations.
• Demonstrates proficiency building talent, inspiring and motivating others, leading change, results orientation, and strategic visioning, to drive organizational success and fostering a high-performance culture.
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driv

Responsibilities

• Collaborate with various departments as a neutral agent to efficiently resolve guest concerns, fostering a seamless and memorable visit. Enhance the guest experience by maintaining a heightened awareness of the casino floor, actively monitoring service delivery, and ensuring alignment with Yaamavá’ Service Standards. Leads the Customer Experience support team focusing on enhancing the guest experience. Responsible for their professional development, effective performance and mentorship.
• Maintains a comprehensive understanding of departmental operations and leadership objectives to drive effective decision making with a resolution-oriented approach. Respond proficiently to emergency situations, coordinating with external and regulatory agencies and handling patron exclusions. Ensure compliance with internal controls and HR policies to support team member incidents, including suspensions, fostering a fair and structured work environment.
• Gather, analyze, and interpret data to formulate well-supported recommendations based on guest feedback. With a leading change mindset, the MOD will identify opportunities for improvement that enhance guest experience while leveraging this information to engage with key decision-makers to facilitate operational changes.
• Supporting and enforcing adherence to all relevant Federal, State, and Tribal gaming standards, including but not limited to the Anti-Money Laundering Program, Bank Secrecy Act, U.S. Patriot Act, game integrity and protection, slot disputes and investigations, and promotional disputes and settlement agreements, in the absence of operational directors.
• Responsible for communicating pertinent information to The Office of General Manager to provide consistent updates on relevant strategic and tactical level responses and solutions. Ensuring communication is in a clear, concise, complete, timely, factual and consistent manner.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees