Manager on Duty (MOD)

North Fork Mono Casino & Resort•Notarb, CA

2d•Onsite

About The Position

The Manager on Duty (MOD) provides real-time leadership, guidance, and support to front-of-house and back-of-house teams. This highly visible, hands-on role requires strong decision-making, operational awareness, and guest-service expertise. The MOD addresses guest needs, resolves escalated issues, and ensures compliance with company policies, regulatory standards, and casino service expectations. Reporting directly to the Director of Guest Services, this position supports seamless operations and a culture of service excellence. The role oversees casino operations, supports department managers and Team Members, engages with guests across the property, and partners with department leaders to promote consistent and effective decisions. The MOD coordinates with Security and Surveillance on incidents, serves as a key decision-maker during emergencies, documents noteworthy events and operational matters, and promotes responsible gaming practices. The position is performed on site in Madera, California, and may involve varied work hours, overtime, evenings, weekends, and holidays.

Requirements

High school diploma or GED.
At least five years of casino/gaming management experience.
Strong background in guest service recovery, dispute resolution, and gaming floor leadership.
Ability to communicate effectively in writing and verbally with guests, Team Members, and management.
Strong interpersonal and public relations skills, with an understanding of casino operations.
Positive, service-oriented mindset and commitment to exceptional guest and Team Member experiences.
Proficiency with Microsoft Word, Excel, and Outlook.
Ability to perform effectively under pressure, manage multiple priorities, and work with minimal supervision.
Strong organizational and time-management skills.
Conflict-resolution skills, including handling sensitive situations, communicating decisions, and de-escalating challenging guest interactions professionally and tactfully.
Working knowledge of casino management systems, including player tracking and Konami platforms.
Ability to obtain and maintain a Gaming License from the Tribal Gaming Commission, including passing a background investigation.
Must be at least 21 years of age.
Manual dexterity to perform job-related functions and ability to sit, stand, or walk for the duration of the shift.
Ability to perform duties involving standing, walking, lifting, reaching, pushing, pulling, and grasping.

Nice To Haves

Bilingual or multilingual abilities.

Responsibilities

Practice, support, and promote North Fork Mono Casino's culture and Service Standards.
Oversee casino operations to ensure service excellence, efficiency, and regulatory compliance.
Provide leadership support to department managers and Team Members across front-of-house and back-of-house operations.
Engage with guests throughout the property to build relationships, enhance satisfaction, and identify service opportunities.
Resolve escalated guest concerns and disputes while balancing guest experience with policy adherence.
Partner with department leaders to ensure consistent, fair, and effective operational decisions.
Coordinate with Security and Surveillance on incidents, including response, documentation, and follow-up.
Ensure compliance with regulatory requirements, internal controls, and company policies.
Maintain awareness of property conditions and guest flow to address potential issues proactively.
Make decisions during emergencies, prioritizing the safety and well-being of guests and Team Members.
Document noteworthy events, guest interactions, and operational matters accurately and promptly.
Deliver personalized, high-quality service and foster strong guest relationships.
Collaborate with departments to ensure a seamless player experience.
Promote and uphold responsible gaming practices and regulatory compliance.
Communicate operational updates and concerns to the Director of Guest Services.
Perform other job-related duties as assigned.