ACE Club Operations Manager

Agua Caliente Casinos; Rancho Mirage (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Agua Caliente Casinos in Rancho Mirage, CA, seeks an experienced operations manager to oversee ACE Club operations, labor management, productivity, quality control and safety. You will drive process improvements, enhance information flow and reporting, and serve as a company representative on regulatory issues to support the Senior Director of Marketing.

You will supervise ACE Club shift managers and coordinators, collaborate with the marketing team, manage budgets and programs, and ensure

Qualifications

• 5 or more years of marketing, ACE Club casino experience preferred, or the educational and working experience equivalent.
• Strong organizational and systematic abilities, along with communication, presentation and time management skills.
• Strong leadership abilities.
• Ability to multi-task and work under pressure while maintaining excellent guest service skills.
• Working knowledge of Outlook, Word and Excel software programs.
• In-depth understanding of the management and operations of all casino and tourism business.

Responsibilities

• Oversees operational systems processes, and infrastructure while looking for opportunities of improvement or revision.
• Manages day to day business operations of the department including balancing the responsibilities of various business lines such as business analysis, vendor and risk management.
• Work with ACE Club shift managers to set and meet daily and quarterly ACE club goals.
• Plays a significant role in long‑term planning, project status reporting and implementing change control processes.
• Oversees and coordinates with database analyst teams monthly, quarterly and annually production levels of the ACE club operations.
• Identify trends and assess opportunities to improve upon processes and internal controls and execution of new systems roll outs.
• Enforces all standard operating procedures and internal controls in the organization and recommends changes for improvement to the Senior Director of Marketing / VP of marketing operations.
• Maintains and establishes open communication and works closely with the Marketing staff as well as other department heads.
• Prepares monthly department recaps and monthly variance reports for areas of responsibility
• Reviews and collaborates with hiring, training and scheduling by reinforcing positive morale and company values for all ACE Club operations.
• Coordinates the implementation of the ACE Club programs as well as additional guest programs implemented by the organization.
• Raises and tracks issues and conflicts, removes barriers, by resolving issues involving high level casino guest and daily operations and escalates to appropriate level of management when required.
• Provides clarity and support to ACE Club shift managers.
• Establishes and maintains credible, professional relationships with clients, internal business lines and external vendors.
• Offers support to the Senior director of Marketing / VP of Marketing in areas of companywide training programs reinforcing operational infrastructure between all ACE Clubs operations and between departments to ensure consistency and quality standards are met.
• Runs miscellaneous reports on an as needed/as requested basis. Generate and review standardized reports as they relate to ACE Club and customer functions.
• Ensure the highest level of customer service for club members and all guests.
• Coordinates, directs and evaluates ACE club shift managers in the areas of policies, procedures and job performance. Ensures adherence to policies and procedures and internal controls.
• Coordination of promotions in conjunction with the Director of Special Events and marketing team members.
• Management of Fiscal departmental budgets.
• Responsible for assigning, ordering and maintaining of uniforms for the department.
• Oversees variances and operational standards of box office transactions.
• Responsible for supervision of others as designated by the Senior Director of Marketing/ VP of marketing
• Carries out responsibilities in accordance with the organizational policies and applicable laws.

Skills

Organizational skills

Leadership

Communication skills

Time management

Presentation skills

Multi-tasking

Guest service

Problem solving

Detail oriented

Education

5+ years marketing/casino experience or equivalent

Experience in casino operations preferable

Tools

Outlook

Word

Excel

Job description

Job DetailsJob Location: Central Operations - Rancho Mirage, CAPosition Type: Full Time - ExemptJob Category: ManagementJob Description Summary

Under the direction of the Senior Director of Marketing, manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures. Ensure safe and efficient operations. Serve as a company representative on regulatory issues. Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems. Carry out supervisory responsibilities in accordance with company's policies and applicable laws.

Essential Duties and Responsibilities (other duties may be assigned)

• Oversees operational systems processes, and infrastructure while looking for opportunities of improvement or revision.
• Manages day to day business operations of the department including balancing the responsibilities of various business lines such as business analysis, vendor and risk management.
• Work with ACE Club shift managers to set and meet daily and quarterly ACE club goals.
• Plays a significant role in long‑term planning, project status reporting and implementing change control processes.
• Oversees and coordinates with database analyst teams monthly, quarterly and annually production levels of the ACE club operations.
• Identify trends and assess opportunities to improve upon processes and internal controls and execution of new systems roll outs.
• Enforces all standard operating procedures and internal controls in the organization and recommends changes for improvement to the Senior Director of Marketing / VP of marketing operations.
• Maintains and establishes open communication and works closely with the Marketing staff as well as other department heads.
• Prepares monthly department recaps and monthly variance reports for areas of responsibility
• Review and collaborates with hiring, training and scheduling by reinforcing positive morale and company values for all ACE Club operations.
• Coordinates the implementation of the ACE Club programs as well as additional guest programs implemented by the organization.
• Raises and tracks issues and conflicts, removes barriers, by resolving issues involving high level casino guest and daily operations and escalates to appropriate level of management when required.
• Provides clarity and support to ACE Club shift managers.
• Establishes and maintains credible, professional relationships with clients, internal business lines and external vendors.
• Offers support to the Senior director of Marketing / VP of Marketing in areas of companywide training programs reinforcing operational infrastructure between all ACE Clubs operations and between departments to ensure consistency and quality standards are met.
• Runs miscellaneous reports on an as needed/as requested basis. Generate and review standardized reports as they relate to ACE Club and customer functions.
• Ensure the highest level of customer service for club members and all guests.
• Coordinates, directs and evaluates ACE club shift managers in the areas of policies, procedures and job performance. Ensures adherence to policies and procedures and internal controls.
• Coordination of promotions in conjunction with the Director of Special Events and marketing team members.
• Management of Fiscal departmental budgets.
• Responsible for assigning, ordering and maintaining of uniforms for the department.
• Oversees variances and operational standards of box office transactions.
• Responsible for supervision of others as designated by the Senior Director of Marketing/ VP of marketing
• Carries out responsibilities in accordance with the organizational policies and applicable laws.

Supervisory Responsibilities

• ACE Club Shift managers
• ACE Representatives and Supervisors
• Marketing Ambassadors
• Box Office Representatives and Supervisor
• Bus Coordinator

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

• All forms related to assigned areas
• Customer comp tickets
• HR forms
• Purchase Requisitions
• Bank authorization slip

QualificationsEducation and/or Experience

• 5 or more years of marketing, ACE Club casino experience preferred, or the educational and working experience equivalent.
• Must demonstrate strong organizational and systematic abilities, along with communication, presentation and time management skills.
• Must demonstrate strong leadership abilities.
• Must demonstrate a strong ability to multi-task and work under pressure while maintaining excellent guest service skills.
• Working knowledge of Outlook, Word and Excel software programs.
• In-depth understanding of the management and operations of all casino and tourism business.
• Advanced customer service skills and stage presence skills desired.
• Previous supervisory experience preferred

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Must be able to work in a smoke filled environment.

Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalade when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.