Manager on Duty

Description

SUMMARY:    The Manager on Duty (MOD) is responsible for the overall supervision and administration of the Casino's policies and procedures as they relate to customer service, personnel management, and operating procedures.  The MOD assures that all guidelines are followed in accordance with gaming regulations, as pursuant to the (NIGC) Minimum Internal Control Standards (MICS), State Gaming Compact and all Policy and Procedures, and the Tribal Internal Controls Standards (TICS).  It is also important that the MOD be familiar with diverse aspects of gaming operations, and respect the mission and objectives of The Black Hawk Casino.

ESSENTIAL DUTIES:  Responsibilities and essential job functions include but are not limited to the following:
•    Responsible for the overall operating/customer service of the gaming floor.  Directs departmental staff to meet the guests’ needs on the floor.  
•    Shall act with integrity, honesty and knowledge that promote the entertainment culture.
•    Shall maintain a calm demeanor during periods of high volume or unusual events to keep the Casino operating to standard and to set a positive example for all team members.
•    Must help sustain a safe, secure and calm environment during times of tremendous stress or emergencies.
•    Must be highly skilled in conflict management and dispute resolution.
•    Anticipates the Casino’s and Guest’s needs by constantly evaluating the environment and team members for cues.  Communicates information to the department manager and supervisor as necessary.
•    Assists with the new team member training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
•    Contributes to positive team environment by recognizing alarms or changes in team member morale and performance and dealing with any challenge immediately then communicating to the department manager/supervisor.
•    Delivers remarkable Customer Service to all customers and team members using a great attitude and interactive personal skills.
•    Maintains a professional attitude and appearance
•    Maintain a positive, friendly and courteous working environment 
•    Report all casino quality and service complaints in a timely manner, and always with a vision to exceed the guests’ expectations
•    Must report any facility needs to executive management
•    Will assist the Department Managers/Shift Supervisors to ensure adequate staffing for shifts.
•    Responsible for ensuring proper and timely completion of all jackpot payouts, W2-Gs and all Title 31paperwork. 
•    Thorough knowledge of the slot department with roughly 70% of the work day encompassing the handling of slot decisions or slot related work loads.
•    Understanding of ABLE laws and appropriate functions of responsible serving.
•    Must have knowledge in scheduling and HR Management System software.
•    Thorough knowledge of other departments and ability to work other areas such as drop count team, Players Club, as a bartender or housekeeping among other areas as needed. 
•    Responsible for assurance of game protection.
•    Ability to perform departmental inspections of sanitation to provide casino wide accountability.
•    Ability to assist in the development of casino policies and procedures as well as departmental training manuals. 
•    Resolves patron disputes
•    Must be organized and have the ability to handle daily paperwork
•    Ability to present pertinent reporting which is subject to audit and required by regulations. 
•    Prepares and submits to the Department Managers, GM, CFO, and Sauk Business Enterprise Board members a daily shift report
•    Shall assist Department Manager’s and Human Resources with team member disciplinary actions during shift
•    Reports all team member/customer accidents immediately
•    Assists with other duties as assigned by manager.
 

Qualifications

QUALIFICATIONS: To perform this job successfully, a qualified candidate must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities needed in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE:

This position requires:

A High School Diploma or GED with a minimum of three (3) years of management experience in the gaming industry is required. However, preference will be given to applicants holding an advanced degree with three (3) years of management experience in the gaming industry.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

This position requires:

• Knowledge, skills, and experience in the hiring, training, scheduling and supervision of staff.
• Decision making, problem solving, complaint resolution, resource allocation and customer service skills are essential abilities pertinent for the position.
• The ideal candidates will have broad knowledge and extensive experience in the basic casino functions of all departments and be a remarkable customer service manager.
• Ability to deal diplomatically and professionally with the public, Tribe, and staff.
• Ability to obtain and maintain a Sac and Fox Nation Gaming License.
• Able to work independently and progressively.
• Possess extensive interpersonal skills
• Ability to work as part of a team
• Ability to build relationships
• Able to work independently, effectively and efficiently.

PHYSICAL DEMANDS:

The physical demands described here 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 talk or hear. The team member is occasionally required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and taste or smell. The team member is required to reach with hands and arms, and to sit, climb or balance and stoop, kneel, crouch or crawl. The team member must occasionally lift and/or move up to 30 pounds and push pull or drag up to 100 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical of that in a busy casino with heavy cigarette smoke accompanied with a variety of competing noises and communications.
• Fast paced atmosphere.