M Sphere Manager

Miccosukee Resort & Gaming

About The Position

We are looking for an experienced M Sphere Manager to join our team at Miccosukee Casino & Resort. As a valued team member, we are committed to delivering a memorable, impressive, caring, committed and original experience for our guests, our team members, and community. We uphold this commitment by providing a safe and enjoyable workplace where YOU are our number one priority. It is the MICCO way. Miccosukee Casino & Resort is expanding, with completed projects including a new Smoking Room & Bar, a High Limit Slots area, and a VIP Lounge, all designed to enhance the guest experience. Future plans include a lazy river and water park, an over 2,000 capacity entertainment venue, and renovated hotel rooms to become a top South Florida destination. We are proud to be recognized for both our workplace culture and guest experience. Miccosukee Casino & Resort has been awarded the 2023 Miami-Dade Favorites Gold Award for Best Casino, named Miami New Times’ Best of Miami Winner in 2024, and recognized as a USA Today Top Workplace in both 2024 and 2025. We are seeking passionate, service-oriented individuals to join our exceptional team. If you’re ready to grow with us while enjoying competitive compensation, great benefits, and a fun work environment, we look forward to meeting you!

Requirements

Must be at least 18 years of age or older.
Bachelor’s degree in Gaming, Hospitality, Business Management or related field or equivalent work experience
Ability to have and maintain a Tribal Gaming license
At least five (5) years of experience in a manager or supervisor role
At least three (3) years of experience in Club Operations or a gaming environment
Effectively communicate in English, in both written and oral forms
Must be able to frequently move freely about the property, maintain manual dexterity to operate job related equipment, such as telephones, copiers, etc., withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction
Be able to work indoors and be exposed to various environmental contaminants including smoke
Ability to lift or carry a minimum of 20 pounds unassisted in the performance of specific tasks assigned
Must be able to work with others, communicate well, receive direction, and provide feedback when needed to achieve department goals and objectives
Must maintain a positive attitude toward work and interface with guests in a congenial and polite manner
Must be able to address stressful situations with clients with dignity and the utmost tact and politeness
Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.
Members are expected to conduct and carry themselves in a professional manner at all times and to observe the Company’s standards, work requirements and rules of conduct.

Responsibilities

The primary responsibility of the M Sphere Manager is to effectively train, manage, evaluate, and recruit Guest Service employees that will provide our guests superior service by equal use of professionalism and personality. Duties and responsibilities may change to meet the business needs of the company.
Adhere to the Miccosukee Service Expectations and ensure team compliance
Oversee all of Player’s Club Desk operations, Club Marketing training and development of the Guest Experience
Oversees decisions on hiring, discipline, vacations, terminations, training etc., for Club Marketing personnel
Manages the departmental budget for respective areas and represents the department in the monthly Financial Review
Supervises Club Desk employees in all aspects of operation including staffing, scheduling special events and promotions, etc.
Drives Slot Marketing and Club Desk operations performance through the analysis of new sign ups and data entry accuracy.
Interacts with other department heads in all phases of planning and executing events, etc.
Develops and implements programs for the Casino Marketing and Player’s Club teams that increase and improve employee engagement and guest service and aligns with all property and company goals.
Develop, implement, and maintain a meaningful internal shop process for the entire Marketing department to support improvement and address issues within Miccosukee guest service training programs.
Produces and improves periodic Players Club performance analysis, identifying opportunities for service and product improvement.
Research, development, evaluation, and implementation of new services, products, and technology to ensure the Player’s Club Marketing team maintains competitive position in the market.
Regularly reviews and updates every respective department policies and procedures to ensure practices are relevant and up-to-date.
Stay informed of changes in the casino environment to best serve the objectives of the organization and adjusts service strategy accordingly
Recommends and designs slot floor configurations
Consistent and regular attendance is an essential function of this job
Performs other related duties as assigned