Sr. Director - Gaming Operations

Wind Creek Hospitality•Bethlehem, PA

22h•Onsite

About The Position

The Senior Director - Gaming Operations is responsible to oversee all departmental operations for assigned departments which include: Table Games, Poker, Casino Administration, Slot Operations, Slot Performance and Sportsbook. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

Requirements

18 years of age, proof of authorization/eligibility to work in the United States.
Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
Maintain consistent adherence to Wind Creek’s customer service standards.
Must be able to work varied shifts, including weekends and holidays.
Bachelor’s Degree in Business Administration or related field AND ten (10) years in a high-volume Slot/Table Games Department in a management capacity;
OR 15 years’ experience in a high-volume Slot Department/Table Games Department in a management capacity.
Success with a 4 star/diamond property gaming environment required.
Must have extensive training skills in all aspects of slot and table games operations and possess organizational skills and the ability to coordinate the completion of multiple projects and assignments simultaneously.
Must have verifiable success being proactive in responding to changing market factors.
Must have exceptional intellectual, professional, and interpersonal agility with strong analytical and problem-solving skills.
Excellent leadership capabilities and charisma skills to influence, inspire, and motivate key stakeholders and employees around a single vision.
Ability to work collaboratively and communicate with senior management team as well as having a strong financial acumen and bottom-line orientation.
Physical ability to access all areas of the property.
Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
Ability to work with others, communicate well, receive direction; review your own work.
Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

Responsibilities

Participates daily in the operation to ensure:
Staffing levels are adequate.
Quality of guest service is provided.
Proper role modeling for employees.
Problem areas are identified and corrected.
Reviews revenue forecast to reach budgeted projections for Slots and Table Games Departments.
Reviews expense forecast and P&L to maximize overall profitability (payroll, operating and inventory expenses).
Implement new Slot and Table Games Departments’ products and systems in a timely and competitive fashion.
Review floor mix of games to maximize the appeal, drop, win, and floor occupancy.
Updates training as needed to deal with operating challenges such as problem gaming, customer service enhancements, and regulatory updates.
Provides input into and executes the development, implementation, and measurement of guest service standards within assigned department(s) consistent with the company’s core service standards and brand attributes.
Monitors daily logbooks and guest comments to ensure immediate follow-up and response to all problems. Is personally involved where it is appropriate to ensure guest satisfaction.
Reviews all written guest comments and follows-up on guest service issues with appropriate parties to ensure:
Concern/problem is resolved.
Guest receives personalized feedback in a timely manner.
Meets the customer. Personally, interacts with customers. Knows what the customer thinks and builds rapport, so customers provide feedback for improvement of service.
Responds effectively to internal audit reports and recommendation.
Develops and implements programs to increase profitable sales in all product areas.
Works closely with PGCB on all regulatory issues including internal controls.
Through system analytical tools, performs analysis and recommendations for slot product improvement through conversions, floor moves and denominational changes.
Reviews all Auto-Cad drawings of the slot floor.
Develop and review revenue forecast to reach targeted table game drop dollars and hold percentage.
Maximize overall table games profitability.
Implements new table game products in a timely and competitive fashion.
Review floor mix of games to maintain freshness, customer appeal and maximization of win.
Provides leadership.
Motivates team members; monitors performance and give helpful feedback.
Vigilantly attentive to detail; obsessively service oriented.
Understands and meets all financial objectives; is business savvy; monitors and ensures adherence to plans and budgets.
Team Player: works in a cooperative and supportive manner with all stakeholders and stakeholder teams; participates actively in meetings; works towards achieving results in the interest of all stakeholders.
Participates daily in the operation; possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
Manages staff and organize department functions in accordance with company guidelines.
Delegates tasks and department assignments or projects, meeting deadlines related to those assignments.
Directs others in completion of a task or assignment. Render advice and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
Arranges timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
Takes responsibility for the work getting done.
Works on actual project or service to help achieve the objectives of the department.
Evaluates information to render an opinion or take action based on that information that will impact the department or function.
Focuses on achieving the goals or objectives of the department using available resources (staff and budgetary).
Evaluates the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
Follows the organization’s appropriate communication channels when giving feedback, instructions and general information to Team Members.
Develops staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
Interviews and make recommendation of candidates for new hire.
Determines if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
Maintains an open-door policy and addresses all team member issues and/or concerns in a timely manner.
Conducts skip level meetings with departmental management and line level staff.
Conducts divisional/departmental staff meetings at least once per month.
Develops a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
Reads and understands Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
Creates a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.