Manager on Duty

THE BLACK HAWK CASINO•Shawnee, OK

3d•Onsite

About The Position

SUMMARY: The Manager on Duty (MOD) is responsible for the overall supervision and administration of the Casino's policies and procedures as they relate to customer service, personnel management, and operating procedures. The MOD assures that all guidelines are followed in accordance with gaming regulations, as pursuant to the (NIGC) Minimum Internal Control Standards (MICS), State Gaming Compact and all Policy and Procedures, and the Tribal Internal Controls Standards (TICS). It is also important that the MOD be familiar with diverse aspects of gaming operations, and respect the mission and objectives of The Black Hawk Casino.

Requirements

A High School Diploma or GED with a minimum of three (3) years of management experience in the gaming industry is required. However, preference will be given to applicants holding an advanced degree with three (3) years of management experience in the gaming industry.
Knowledge, skills, and experience in the hiring, training, scheduling and supervision of staff.
Decision making, problem solving, complaint resolution, resource allocation and customer service skills are essential abilities pertinent for the position.
Ability to deal diplomatically and professionally with the public, Tribe, and staff.
Ability to obtain and maintain a Sac and Fox Nation Gaming License.
Able to work independently and progressively.
Possess extensive interpersonal skills
Ability to work as part of a team
Ability to build relationships
Able to work independently, effectively and efficiently.

Nice To Haves

The ideal candidates will have broad knowledge and extensive experience in the basic casino functions of all departments and be a remarkable customer service manager.

Responsibilities

Responsible for the overall operating/customer service of the gaming floor. Directs departmental staff to meet the guests’ needs on the floor.
Shall act with integrity, honesty and knowledge that promote the entertainment culture.
Shall maintain a calm demeanor during periods of high volume or unusual events to keep the Casino operating to standard and to set a positive example for all team members.
Must help sustain a safe, secure and calm environment during times of tremendous stress or emergencies.
Must be highly skilled in conflict management and dispute resolution.
Anticipates the Casino’s and Guest’s needs by constantly evaluating the environment and team members for cues. Communicates information to the department manager and supervisor as necessary.
Assists with the new team member training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
Contributes to positive team environment by recognizing alarms or changes in team member morale and performance and dealing with any challenge immediately then communicating to the department manager/supervisor.
Delivers remarkable Customer Service to all customers and team members using a great attitude and interactive personal skills.
Maintains a professional attitude and appearance
Maintain a positive, friendly and courteous working environment
Report all casino quality and service complaints in a timely manner, and always with a vision to exceed the guests’ expectations
Must report any facility needs to executive management
Will assist the Department Managers/Shift Supervisors to ensure adequate staffing for shifts.
Responsible for ensuring proper and timely completion of all jackpot payouts, W2-Gs and all Title 31paperwork.
Thorough knowledge of the slot department with roughly 70% of the work day encompassing the handling of slot decisions or slot related work loads.
Understanding of ABLE laws and appropriate functions of responsible serving.
Must have knowledge in scheduling and HR Management System software.
Thorough knowledge of other departments and ability to work other areas such as drop count team, Players Club, as a bartender or housekeeping among other areas as needed.
Responsible for assurance of game protection.
Ability to perform departmental inspections of sanitation to provide casino wide accountability.
Ability to assist in the development of casino policies and procedures as well as departmental training manuals.
Resolves patron disputes
Must be organized and have the ability to handle daily paperwork
Ability to present pertinent reporting which is subject to audit and required by regulations.
Prepares and submits to the Department Managers, GM, CFO, and Sauk Business Enterprise Board members a daily shift report
Shall assist Department Manager’s and Human Resources with team member disciplinary actions during shift
Reports all team member/customer accidents immediately
Assists with other duties as assigned by manager.