Casino Shift Manager

SUMMARY DESCRIPTION:

Casino Shift Managers are responsible for ensuring the shift runs with the utmost efficiency, working to optimize gaming revenue, enhance the Guest experience, and maintain integrity. Their role involves strategic management of all casino activities, oversight of Team Members, and ensuring compliance with all regulatory requirements.

ESSENTIAL JOB FUNCTIONS/DUTIES:

• Provide exceptional Guest service while maintaining a positive attitude.
• Support and motivate Team Members while ensuring team responsibilities are performed according to established departmental standards.
• Ensure compliance with the New Hampshire Lotter Commission’s Minimum Control Standards (M.I.C.S.), and all applicable regulations.
• Monitor gaming revenue and develop strategies to increase profitability while using analytical skills for monitoring game performance metrics and making data-driven decisions.
• Engage with players in a friendly and professional manner, provide assistance, explain game rules, and maintain a positive and entertaining atmosphere.
• Prepare daily reports highlighting game performance, promotional outcomes, financials, and any incidents of notable occurrence.
• Demonstrate comprehension and compliance with all Title 31 procedures.
• Identify areas of operational improvement and implement strategies to elevate game performance and player experience.
• Address guest inquiries, concerns, and complaints, ensuring an exceptional gaming experience.
• Assess situations, foresee potential issues, and devise effective solutions, especially under pressure.
• Observe to detect discrepancies in gameplay and oversee the gaming floor effectively.
• Collaborate with Marketing to design and execute promotions, tournaments, and special events that enhance the gaming and overall guess experience.
• Demonstrate sensitivity to diverse cultures and backgrounds when interacting with players.
• Lead and manage Team Members and processes while overseeing and directing daily department operations.
• Serve as the subject matter expert on departmental processes and procedures while responsible for all department compliance.
• Lead coaching, corrective counseling, and performance evaluations for Team Members.
• Lead, maintain and foster timely communication, teamwork, and collaboration within their scope of responsibility.
• Recruit, train, and motivate Team Members, effectively regulating department headcounts and turnover rates.
• Aid in drafting, creating, and updating policies and procedures under the guidance of Leadership.
• Assist in budget creation, meeting revenue targets, managing expenses effectively, and ensuring adherence to annual budgetary limitations.
• Partner with Human Resources regarding disciplinary matters and employment terminations.
• Other duties as assigned.
  
  

JOB SPECIFICATIONS:

• Demonstrate strong listening and communication skills.
• Demonstrate problem-solving and critical thinking.
• Must be able to work independently and maintain a high level of performance.
• Must be able to complete tasks in a timely and efficient manner while maintaining business standards.
• Focus on teamwork and collaboration with others.
• Provide exceptional service to internal and external Guests while leveraging the knowledge of the position and the business.
• Stay engaged and motivated with the business, department, and all Team Members at all levels while encouraging growth and development of self and others.
• Build lasting relationships by demonstrating honesty, integrity, and effective communication.
• Drive to exceed expectations while remaining accountable and fair.
• Must be at least 21 years old.
• High School Diploma (or GED or High School Equivalence Certificate).
• 5 years in Casino Table Games management or related gaming operations.
• Knowledge of business and financial principles applicable to Casino operations, such as game profitability, bankroll management, and variances.
• Knowledge of rules, strategies, and procedures for Table Games.
• Knowledge of computer operations, particularly management software.
• Proficient in Windows and Microsoft Office Suite.
  
  

Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? Yes

Gaming License Required? Yes.

Other Certifications? N/A