Shift Manager, Club M Operations

Mystic Lake Casino Hotel•Prior Lake, MN

15d•Onsite

About The Position

This position manages the operations for an assigned shift at Mystic Lake and/or Little Six Casinos. This position is responsible for team member supervision, ensuring an exceptional guest experience, execution of events or promotions, compliance with policy/procedure/regulations, completing audits and troubleshooting marketing technology issues/concerns.

Requirements

Bachelor’s degree in business, marketing or a related field and 2+ years of marketing, hospitality or retail experience OR 6+ years of marketing, hospitality or retail experience.
2+ year of formal or informal people leadership experience.
Excellent leadership, communication and interpersonal skills.
Demonstrated understanding of exceptional guest service delivery, recovery and experience.
Familiarity and comfortability with technology (hardware and software) and ability to learn/master multiple systems software.
Ability to manage competing priorities in a fast-paced environment.
Experience with standard operating procedure documentation and improvement.
High degree of self-awareness and emotional intelligence.
This position requires regular work on nights and weekends.

Nice To Haves

Casino and customer loyalty program experience preferred.
Experience leading front-line teams preferred.

Responsibilities

Oversees and effectively manages assigned shift to include staffing levels/labor management, team member scheduling and work assignments, managing team member performance, documentation, security and surveillance communications, performing opening/closing duties, completing required reporting/audits and managing/responding to guest concerns.
Oversees the set-up and execution of events/promotions, including stage games, ensuring compliance with policies, procedures, regulations and contracts.
Approves any guest recovery offers and issues prizes/offers within the guidelines of departmental procedures.
Interviews and make recommendations on hiring and promotion of team members; plans training and development, manages all aspects of continuous performance management and coaching, conducts regular one-on-ones and team huddles, executes demand-based scheduling, ensures timekeeping and payroll are accurate and drives team member engagement.
Assists in the development and revision of department procedures and processes to maximize efficiency and effectiveness.
Identifies and resolves guest issues that arise with offers/promotions in a timely manner. Escalates complex issues and recommendations for resolution. Collaborates with leader and applicable marketing teams to provide recommendations for improvement and prevention of future issues.
Supervises and approves all promotional kiosk setups and testing of all promotions prior to start; demonstrates ownership for preliminary level of troubleshooting and maintenance of kiosks, both enrollment and promotional.
Tracks, manages and procures (as needed) promotional and retail inventory and collateral. Reconciles retail transactions according to policy/procedures and ensures cash handling in retail spaces is compliant with policies/procedures.
Maintains overall data quality within systems by ensuring information is entered accurately and corrected as needed. Ensures timely escalation of unresolved issues impacting guests or operations.