DIRECTOR OF CASINO OPERATIONS

Description

The Director of Casino Operations oversees the casino activities during an assigned shift for Table Games and Slots operations in addition to Player Development to develop and maintain effective working relationships with the Property’s players and provide services to build player loyalty, increase trip frequency and spend. This position coordinates with departments to ensure total guest satisfaction and operational efficiency, ensures compliance with federal and state gaming regulations and maintains visual presence on casino floor.

Job Requirements:

• Interact with players in person on property, as well as via telephone, e-mail, text message, and written correspondence.
• Represent the Property as a role model of customer service and professionalism.
• Effectively use outbound phone-calls with players that have not visited the property, and to market VIP parties and events.
• Ability to gather information about and tailor services to players preferences, likes and dislikes.
• Ability to resolve player issues, whether real or perceived, to the players satisfaction.
• Ability to maintain the right balance between a player's desires and the Property’s rules, regulations and guidelines.
• Host special events, player parties, property promotions and other activities as needed.
• Provide information to team and property leadership related to guest feedback, suggestions, concerns or issues.
• Ability to maintain confidentiality relating to both customers and the Property.
• Must possess a thorough understanding of both the Table Games and Slots operations.
• Ability to work with mathematical concepts such as probability, fractions, percentages and ratios to practical solutions.
• Maintain effective working relationships with public officials, department heads, team members and the public.
• Skilled in effectively communicating information through verbal and written correspondence to team members, managers, clients, customers, and the public, including writing reports, business correspondence and procedural manuals.
• Develop staff in the areas of guest service, and policies and procedures.
• Hire, train, evaluate, and discipline Team Members with the day-to-day performance of their job duties.
• Create, implement and assess departmental training programs.
• Monitor and adjust staffing levels.
• Knowledge of principles and practices and employment laws, programs budgeting, general accounting, financial analysis and fiscal management practices.
• Monitor and enhance revenue productivity of the casino.
• Responsible for cash-handling, variance standards and keeping the departments in compliance.
• Must be proficient in player tracking systems, reports and analyses.
• Other duties as assigned.

Qualifications

• Must have a minimum of ten years of Gaming/Casino Resort management experience, with at least (5) five of those years in a senior leadership role in a large scale, fast pace dynamic environment.
• Must possess strong supervisory and leadership skills. Requires a minimum of (4) years' experience in Table Games and Slot operations.

Additional Requirements:

• Must be 21 years of age or older.
• Ensure quality customer service; handles gaming issues and customer complaints.
• Take advantage of opportunities to develop long-term relationships with customers.
• Build a rapport and coordinate daily functions with support services departments. 
• Ability to deal with inebriated customers in a courteous manner.
• Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights and dust.
• Must be flexible and able to work all shifts and weekends.

Required Work Cards:

• Must be registered with the Gaming Control Board

Machinery, Work Equipment, Programs, Software, Hardware Used:

• Player Tracking System (CMP) and SDS
• Payroll Systems
• Microsoft Office Programs