Manager on Duty (MOD)

North Fork Mono Casino•Madera, CA

1d•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 visible, hands-on position requires sound 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, the role is essential to seamless operations and a culture of service excellence. The MOD oversees casino operations, supports department managers and Team Members, engages with guests throughout the property, and leads responses to guest concerns and operational incidents. The position also helps maintain regulatory compliance, responsible gaming practices, guest and Team Member safety, and a seamless player experience. Work is performed on site in Madera, California.

Requirements

High school diploma or GED.
At least five years of casino or 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 a solid understanding of casino operations.
Positive, service-oriented mindset and commitment to exceptional guest and Team Member experiences.
Proficiency in Microsoft Word, Excel, and Outlook.
Ability to perform under pressure, manage multiple priorities, and work with minimal supervision.
Strong organizational and time management skills.
Conflict-resolution skills, including the ability to handle sensitive situations, communicate decisions, and professionally de-escalate challenging guest interactions.
Working knowledge of casino management systems, including player tracking and Konami platforms.
Must be able 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.
Ability to perform job-related functions requiring manual dexterity and 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 demonstrate exemplary 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 on the casino floor and 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 support consistent, fair, and effective operational decisions.
Coordinate with Security and Surveillance to manage incidents, including response, documentation, and follow-up.
Ensure compliance with applicable regulatory requirements, internal controls, and company policies.
Monitor property conditions and guest flow to proactively address potential issues.
Serve as a key decision-maker during emergencies, prioritizing the safety and well-being of guests and Team Members.
Document noteworthy events, guest interactions, and operational matters accurately and promptly.
Foster guest relationships through personalized, high-quality service.
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.