Manager On Duty

Muckleshoot Casino Resort; Auburn (WA); On-site; USD 129,000 - 158,000; Full time

Benefits offered by this job

Fully paid medical, dental, and vision

Free meals

Team member parking

Life insurance

Long-term disability

AD&D coverage

Flexible Spending Account

Company-paid gaming licenses

Retirement plans

Performance bonuses

Job summary

Muckleshoot Casino Resort in Washington State seeks an experienced leader to oversee property operations and guest service. This role focuses on maintaining brand standards, resolving guest issues, and coordinating with departments to meet financial and operational goals.

The ideal candidate has 5–10 years in casino gaming or hospitality leadership, a Bachelor’s degree, proficiency with Microsoft Office and tracking systems, and the ability to obtain a Class IIIA gaming license.

Qualifications

• 5–10 years of progressive leadership experience in casino gaming, hospitality, or resort operations.

Responsibilities

• Maintain a proactive presence on the casino floor, resolving guest complaints and issues immediately and effectively.
• Ensure service delivery aligns with brand standards, creating a positive image of the property and team.
• Model professional behavior and appearance expected of all team members.
• Provide actionable feedback to optimize guest experience and identify continuous improvement opportunities.
• Collaborate with departments to meet financial, operational, and guest service objectives.
• Maintain up-to-date knowledge of casino operations, events, and promotions.
• Ensure proper execution of emergency response protocols and interactions with regulatory agencies.
• Maintain knowledge of internal controls, HR policies, and procedures.
• Enforce compliance with gaming regulations, including Title 31/BSA.
• Liaise with executives, providing clear reports for decision-making.
• Assist in succession planning and cross-department communication.
• Cultivate a positive work environment and guest engagement.
• Support mission, vision, and values of Muckleshoot Casino.

Skills

Leadership experience

Strong communication

Decision making

Risk management

Guest service focus

Education

Bachelor’s degree in a related field preferred

Class IIIA gaming license eligibility

Tools

Microsoft Office (Excel, Word, PowerPoint)

Player tracking systems

Training development tools

Marketing systems

Job description

Description

WHAT'S IN IT FOR YOU

• Competitive salary starting at $143,231.58 - DOEwith discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B).
• Variety of additional voluntary benefits and retirement plans.

What You’ll Do

• Maintain a proactive presence on the casino floor, resolving guest complaints and issues immediately and effectively.
• Ensure service delivery aligns with Muckleshoot Casino Resort's brand standards, creating a positive image of the property and team members.
• Model the professional behavior and appearance expected of all team members.
• Provide actionable feedback to optimize the guest experience, identifying opportunities for continuous improvement.
• Collaborate with various departments to meet financial, operational, and guest service objectives.
• Maintain an up-to-date understanding of casino operations, special events, and promotions.
• Ensure proper execution of emergency response protocols and interactions with regulatory agencies.
• Provide recommendations and coordinate with managers regarding immediate team member suspensions and patron exclusions.
• Maintain knowledge of Muckleshoot Casino Resort's internal controls, HR policies, and operational procedures.
• Enforce compliance with gaming regulations, including anti-money laundering, Bank Secrecy Act, and game integrity protocols, including but not limited to Title 31 procedures.
• Regularly liaise with the Office of the COO and CEO, providing clear and effective reports to support strategic decision-making.
• Assist Team Members in the development and implementation of personalized succession planning.
• Ensure consistent and accurate communication of all relevant information across departments.
• Create, maintain, and facilitate a positive work environment.
• Smile and engage Guests and Team Members with a positive professional demeanor.
• Practice, support, and promote the Mission, Vision, and Values of Muckleshoot Casino.
• Work closely with Security during emergencies and/or evacuations to ensure adherence to proper protocols and policy.
• Conduct walk-throughs during the shift to ensure issues involving equipment/signage malfunctions, facility areas in disrepair and casino safety and cleanliness are timely addressed and rectified.
• Perform other duties as assigned.

What You’ll Bring

• Ability to obtain a Class IIIA gaming license.
• Bachelor’s degree in a related field preferred.
• Minimum 5–10 years of progressive leadership experience, specifically in casino gaming, hospitality, resort operations, with demonstrated responsibility for property operations and guest service.
• Valid WA Driver’s License.
• Proficient with Microsoft Office (Excel, Word, PowerPoint) and player tracking systems.
• Knowledge of training development, infrastructure implementation, and marketing systems.
• Strong knowledge of gaming regulations, internal controls, company policies, and applicable regulatory requirements, including Title 31/BSA.
• Proven ability to exercise independent judgment, make timely decisions, and manage emergencies, escalated guest situations, incidents, and business continuity needs.
• Capable of managing multiple tasks simultaneously and efficiently.
• Strong situational awareness and risk management skills, with the ability to identify and address emerging guest service, safety, operational, and reputational concerns.
• Excellent written and verbal communication skills, including incident reports, operational summaries, and executive communications.
• Demonstrated financial and business acumen, including operational performance, labor management, expense control, revenue opportunities, and risk assessment.
• Ability to monitor overall property performance and respond to changing operational needs across gaming, hotel, F&B, entertainment, special events, and other business areas.
• Committed to providing exceptional service to both internal and external guests.
• Experience with high-volume, complex casino operations.
• Exceptional leadership skills, with the ability to inspire and motivate cross-functional teams, foster collaboration, and drive results in a fast-paced environment.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Hospitality Online