S4090 GENERAL STORE GENERAL MANAGER

Job Description

Job Description

Position Title : Mescalero Tribal Store General Manager

Reports To : Chief Operating Officer

Supervises : Tribal Store Employees

Summary of Position

The General Manager is responsible for overseeing the daily operations and administration of the slots, security, cashiers, kitchen staff, and supervisors. This role involves maintaining operational efficiency and fostering a positive work environment while ensuring exceptional customer service and optimal store performance.

Key Responsibilities and Performance / Behaviors

• Ability
• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments / complaints in a prompt, professional and friendly manner.
• Performance
• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.
• Behavior
• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.
• Service
• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets / exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.
• Professionalism
• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.
• Attendance
• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Communication
• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
• Team Work
• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.
• Essential Duties and Responsibilities include the following and are subject to change at management’s discretion :
• Maintains awareness of all slot games activities;
• Assures proper completion of currency transaction reporting paperwork, as required by federal regulation (Title 31) for the slot department;
• Reviews daily and monthly reports, providing written explanations for any unusual slot wins fluctuations and any unusual player activity;
• Reviews all gaming promotions; provides input and suggestions to Marketing;
• Assures completion of weekly work schedules for all staff;
• Fosters and maintains positive staff management and player / house relations;
• Determines inventory needs, and insures proper orders when necessary, of all gaming supplies;
• Exercises appropriate judgment and discretion to identify situations that require attention to upper management;
• Reviews on a periodic basis, slots floor layouts, playing rules to determine the needs for any changes;
• Adheres to all regulatory, departmental, and casino policies and procedures, and to the casino JCS;
• Ensures proper procedures are followed when slot machines are place on or taken off the floor in conjunction with the Slot Attendants;
• Develops and implements Slot policies and procedures to improve security and efficiency, and to safeguard assets;
• Hires, coaches, and terminates management team members in accordance with the team member handbook;
• Ensure proper inventory control, including stock levels, product placement, and ordering.
• Monitor and enforce company policies, health and safety standards, and regulatory compliance.
• Ensure high levels of customer satisfaction through effective service and addressing customer concerns promptly.
• Monitor store budgets, including labor, operating costs, and sales targets.
• Analyze daily sales reports and identify areas for improvement.
• Drive sales growth by implementing promotional activities, upselling techniques, and inventory management strategies.
• Oversee store security operations, including surveillance systems, cash handling procedures, and compliance with loss prevention strategies.
• Acts as a host, explaining slot machine details to team members and customers as necessary;
• Performs and supervises and / or verifies slot machine transactions;
• Must be able to obtain and maintain a gaming license;
• Supervisory Responsibilities

Directly oversees slot attendants, cashiers, security personnel, kitchen staff, and their supervisors. Executes supervisory responsibilities in alignment with Casino policies and applicable laws, which include interviewing, hiring, terminating, and training employees. Responsible for planning, assigning, and directing work; conducting performance evaluations; recognizing and addressing employee achievements and disciplinary matters; as well as addressing issues and resolving conflicts.

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and / or move up to 50 pounds. The team member must be able to stand for several hours.

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.