Operations Manager

Under the direction of the Assistant General Manager, the Operations Manager is responsible for making department decisions that; influence gaming revenue, guest service and employee relations for Warm Springs Casino (WSC).

Essential job Functions:

• Initiate jackpots and pay them out according to policy.
• Assist with the Players Club, member cards, promotions.
• Title 31 Certification and knowledge training.
• Assist with jackpot verifications.
• Stock and prep bar.
• Serve food, alcoholic and non-alcoholic beverages in accordance with internal policies and external regulations and/or laws.
• Casino and ground housekeeping.
• Assist with the Drop.

• Develop and mentor FSA Tribal Members within the slot department.
• Monitors and coordinates the activities of the WSC team members.
• Resolves conflicts involving team members and guests while maintaining a professional demeanor.
• Responsible for scheduling proper staffing levels for enough floor coverage in response to business demands while maintaining quality service standards.
• Conduct regular staff meetings, coaches, and mentors team. Instruct and evaluate slot personal in the proper performance of job duties.
• Accurately complete written department forms and records detailing payment of jackpots, cash coin transactions, machine malfunctions, etc.
• Utilize various resources such as surveillance, slot recall data and slot systems to make proper determinations when resolving claims and disputes.
• Through reasoning and sound judgement, determines legitimacy of slot payout claims and relative compensation. Maintains on call availability as needed to provide support on investigations and other operational concerns.
• Analyzes slot activities and makes recommendations for improvement of existing slot applications and/or software. Performs analysis of existing operations/processes/workflow and recommends changes to increase effectiveness. Identifies short- and long-term challenges and resolutions.
• Ensures all projects and vendors adhere to regulatory compliance, approved policies, and internal controls.
• Process of payroll/workers compensation.
• Conduct orientation.
• Manage and supervise WSC team members/operations including establishing work schedules and assigning work; approving leave requests and responding to questions related to policies and procedures; and evaluate work performance of staff.
• Supervisory Responsibilities include but not limited to: Interviewing, hiring, training, planning, assigning work and performance reviews.
• Must adhere to all aspects of the Anti-Money Laundering Program and Title 31 Cash requirements.
• Must be knowledgeable and ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.

Core Competencies:

• Leadership: Able to assume a role of authority as necessary; set an example for team members; delegate responsibility and empower team member to make decisions; provide constructive feedback to others.
• Influence & Persuasion: Able to convince others in both positive and negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.
• Initiative: Prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
• Innovation: Able to challenge conventional practices; adapt established methods for new uses; pursue ongoing system improvement; play with concepts and ideas to create novel solutions to problems; evaluate new technology as potential solutions to existing problems.
• Conflict Management: Able to use a win-win approach to resolve controversy; stay objective and fair when dealing with sensitive situations; maintain constructive working relationships despite disagreement.
• Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team member; listen well.
• Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
• Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by team members; give proper credit to others; handle all situations honestly.
• Policies, Process, Procedures: Understand and comply with the Eye-Hi-Goodbye Program. Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.

Physical Demands & Work Environment:

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The team member may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate Flashing lights from slot machines and band lighting.

Qualifications:

• Associates degree and a minimum of 5 years of supervisor/management, slot operations experience in Gaming, or a combination of education, management, and slot operations leadership experience required.
• Demonstrated experience in maintaining consistent, high quality guest service levels and a proven track record of maximizing revenues while controlling labor and other operating expenses.
• Experience with and knowledge of applicable gaming regulatory reporting and compliance requirements.
• Strong leadership skills and customer service orientation required.
• Must be able to work effectively with peers, staff members, Vendors, and regulatory agency personnel.
• Strong computer skills to include effective working knowledge of Microsoft Office Products. Knowledge of various electronic gaming and player tracking Management and support systems, equipment, and slot operating systems software.
• Oklahoma Able License and Food Handlers Certificate.
• Experience with slot Gaming marketing systems. Konami experience preferred.
• Valid drivers license; clean DMV record.
• Must obtain and maintain a gaming license