Poker Room Manager

Mystic Lake Casino Hotel•Prior Lake, MN

About The Position

The Poker Room Manager is responsible for the overall leadership, strategic direction, financial performance, and operational excellence of the Poker Room. The role oversees cash games, tournaments, high-stakes gaming, promotions, player development, staffing, team member engagement, and guest service while ensuring game integrity, regulatory compliance, and asset protection. The Manager drives revenue growth and profitability through effective labor management, table utilization, tournament execution, expense control, and operational efficiencies. The position fosters exceptional guest experiences and relationships with regular players, VIP guests, and high-limit patrons; addresses concerns and disputes; and supports player development and retention. It leads, coaches, and develops team members, sets performance expectations, and manages hiring, promotion, training, and ongoing performance management. The Manager analyzes business and operational performance, manages budgets and marketing funds, and partners with Gaming Operations leadership to achieve business objectives. Occasional duties include serving as Poker Room Shift Manager, implementing departmental projects, and conducting job-specific training.

Requirements

High school diploma or GED required.
At least 5 years of progressively responsible experience in poker operations.
At least 2 years of experience leading and developing exempt and non-exempt team members, including performance management, coaching, employee development, and accountability for operational results.
Knowledge of budgetary processes in a casino environment.
Knowledge of poker rules, procedures, game protection, tournament structures, poker room operations, and industry best practices.
Proficiency with Microsoft Office suite.
Knowledge of business practices such as budgeting, expense control, staffing, and training.
Experience interpreting and applying gaming regulations, internal controls, policies, and procedures.
Ability to coach, develop, and hold team members accountable for performance and service standards.
Strong conflict resolution and decision-making skills, including the ability to manage player disputes and operational issues.
Experience using scheduling, payroll, and workforce management systems.
Strong verbal, written, and interpersonal communication skills.
Ability to analyze operational data and make sound business decisions.
Must be at least 18 years of age.

Nice To Haves

Bachelor's degree in Business, Hospitality, Gaming Management, or a related field.
Experience with poker room management systems such as Bravo or Genesis.

Responsibilities

Direct and oversee Poker Room operations, including cash games, tournaments, and high-stakes gaming.
Ensure appropriate staffing levels and table utilization to maximize guest service and revenue opportunities.
Use data and reports to manage game availability, waitlists, seating procedures, and dealer assignments.
Evaluate operational efficiencies and implement process improvements to improve guest experience and productivity.
Manage departmental budgets, labor costs, expenses, and business performance metrics.
Stay up to date on industry trends.
Foster a service culture focused on exceptional guest experiences and ensure team members consistently execute guest service standards.
Build and maintain relationships with regular players, VIP guests, and high-limit patrons.
Address and resolve guest concerns, disputes, and escalated service issues; support player development and retention initiatives.
Ensure game integrity and compliance with gaming regulations, internal controls, and departmental procedures.
Monitor compliance with gaming commission requirements, anti-money laundering procedures, and responsible gaming practices.
Conduct inquiries into game disputes, regulatory concerns, or suspected violations.
Review and resolve audit findings and implement corrective action plans as needed.
Maintain documentation, reporting, and records required by regulatory agencies.
Lead, coach, and develop Poker Room team members; communicate performance expectations and hold team members accountable.
Interview, select, hire, and promote team members; plan training and development and manage continuous performance management.
Analyze operational and financial indicators, including labor utilization, game profitability, tournament performance, and guest retention trends.
Recommend revenue opportunities through game mix optimization, promotions, and operational efficiencies.
Manage departmental budgets and expense controls while maintaining service standards.
Partner with Gaming Operations leadership to achieve business objectives.
Manage available marketing funds to create promotions that drive guest visitation.
Occasionally work as Poker Room Shift Manager.
Implement and complete departmental projects.
Conduct job-specific on-the-job and classroom training for team members.