Casino Shift Manager (CSM)

Nooksack Northwood Casino•Lynden, WA

9d•Onsite

About The Position

The Casino Shift Manager (CSM) is responsible for ensuring positive guest relations across all departments, assisting in the enforcement of casino policies and procedures, supporting promotions, slot/table drops, and resolving guest and employee concerns. The CSM acts as the primary point of contact for all casino matters in the absence of department managers. This role involves providing professional, quality, and efficient customer service to guests through daily interaction on the casino floor. Additionally, the CSM assists management by documenting observations and offering suggestions for business improvement. While the primary focus is on the guest floor, the manager may also assist with special events and player tracking. The CSM is also responsible for reporting any suspicious activity to surveillance, security, and the Tribal Gaming Agency (TGA).

Requirements

Must be at least 21 years of age.
Previous experience working in Table Games and/or Slots.
Ability to obtain and maintain a Nooksack Tribal Gaming Agency License and Class III Washington State Gaming License.
Must pass drug testing requirements.
Must be able to speak and write in English.
Excellent writing skills.
Strong interpersonal and communication skills.
Proficient computer skills.
Problem-solving skills.
Excellent listening skills.
Multi-tasking skills.
Excellent organizational skills.
Negotiation skills.
Conflict management skills.
Strategic planning skills.
Strong employee relations skills.
Excellent customer service skills.
Ability to create an employee-centered workplace while maintaining necessary discipline.
Ability to manage conflict effectively.
Ability to maintain highly confidential information and operate in highly sensitive situations.
Ability to proactively solve problems.
Ability to manage multiple projects and multiple personnel.

Responsibilities

Maintain an active presence on the casino floor at all times.
Work closely with security to ensure the safety of guests and team members.
Provide excellent internal and external guest services, treating all guests with courtesy and consideration.
Cooperate and communicate with fellow employees, exhibiting mutual respect and projecting a positive, helpful image.
Maintain security of all games, monies, and personnel.
Remain alert to unusual or questionable activity by casino employees or gaming guests and take appropriate action.
Monitor all relevant department activities to ensure compliance with applicable laws, rules, regulations, and controls of the organization, the National Indian Gaming Commission (NIGC), the Nooksack Tribal Gaming Commission (TGA), and the Washington State Gaming Commission (WSGC).
Maintain excellent working relationships with all staff and applicable regulatory commissions and agencies.
Maintain a shift log noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.
Visit work spaces, break areas, and other work shifts to be available and visible to staff, showing interest, concern, or appreciation.
Form opinions and make decisions based on information and identification of available facts.
Make decisions or draw conclusions using data and information from experience.
Perform a wide range of duties as expected by the casino's commitment to guests and customer service, which may or may not be related to regular responsibilities.