Manager on Duty

Desert Diamond Casinos & Entertainment; Tucson (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

Desert Diamond Casinos & Entertainment in Tucson, AZ, seeks a Manager on Duty - Senior to lead guest experience across the casino floor and ensure the highest service standards.

You will resolve guest concerns, coordinate inter-departmental efforts, and ensure compliance with regulatory requirements, safety, and internal controls on shift. Strong leadership, communication, and problem-solving skills are essential.

Qualifications

• Bachelor's degree and six years' experience in gaming or hospitality operations.
• No felony, theft, or stealing convictions; pass pre-employment screenings and obtain gaming license.
• Ability to pass background check and drug/alcohol screen.
• Knowledge of Title 4 AZ Liquor Law and Title 31 requirements.
• Strong written and verbal communication and supervisory skills.

Responsibilities

• Maintain up-to-date understanding of each department's operations and guest service expectations.
• Coordinate inter-departmental efforts to achieve financial, operational, and guest service goals.
• Resolve guest complaints promptly and effectively; ensure proper policy adherence.
• Conduct regular observations and inspections and report improvements for safety, compliance, and efficiency.

Skills

Customer service

Operations management

Regulatory compliance

Interdepartmental coordination

Problem solving

Education

Bachelor's Degree

Tools

Windows OS

Word

Excel

Access

PowerPoint

Job description

Position Summary

Under direct supervision of the Manager on Duty - Senior, the Manager on Duty (MOD) is ultimately responsible for the guest experience within the casino. The MOD has a heighted awareness of the casino floor experience, and is exceptional at resolving guest concerns. The MOD is expected to maintain and enforce the highest service standards set forth by the Enterprise. The MOD provides departments with assistance, support, and inter-departmental coordination as necessary to achieve the financial, operational, and guest service performance expectations.

This list of responsibilities and duties is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

• Maintaining a current understanding of each department’s:
• operational, and guest service expectations,
• objectives, strategies and operational plans, and
• special events and promotions
• Maintaining a current and accurate understanding of policies and procedures for, and ensuring and coordinating the proper execution of:
• emergencies,
• Title 4 (AZ Liquor Law),
• interaction with external and regulatory arriving on property,
• Title 31 requirements to prevent and detect money laundering, reporting of large cash transactions, and suspicious financial activity, departmental disagreements,
• employee suspensions,
• guest problem resolution, and
• guest evictions.
• Maintaining a working knowledge of Internal Controls, Human Resources Policies and Procedures, Departmental Policies and Procedures, and job descriptions of each department on the shift.
• Providing continual assistance, support, and inter-departmental coordination to all employees and guests as necessary to achieve the financial, operational, and guest service expectations set forth for the property.
• Exchanging current information continuously throughout the shift with each department’s management personnel.
• Ensuring smooth interaction between all departments and all guests during the shift.
• Resolving guest complaints and problems immediately and effectively
• Performing continual observations and inspections, and formally reporting findings and recommendations for:
• compliance with policies, procedures, and controls,
• improvements to operational effectiveness,
• condition and operation of physical plant, property, and equipment,
• status of secured areas,
• quality control checks in the Kitchen, Restaurant and Lounge, etc.
• proper employee staffing levels,
• employee effectiveness and performance,
• improvements for better using assets and personnel on the shift,
• Ensuring all pertinent information regarding the shift is communicated in a clear, concise, and complete manner, in a timely and consistent manner, to the Manager on Duty - Senior and other Managers on Duty.
• Contributes to a team effort and accomplishes related results as required.
• Regularly attending meetings as directed by the Manager on Duty - Senior.
• Creating and maintaining a positive image of the property, operations, employees, and casino owners on the shift to all customers, local communities, and regulatory agencies.
• Performs all duties with excellent service to both internal and external guests.
• Consistently and visibly role modeling the behavior and appearance desired of all employees on the shift.
• Performs other duties as required...

Job Requirements

Minimum Qualifications

Education and Experience

Bachelors Degree plus six (6) years diverse experience in the operational aspects of the gaming or hospitality industry; including at least three (3) years in any management or supervisory role with direct responsibility for overseeing personnel; or equivalent combination of experience and education.

No felony, theft or stealing convictions. Must be able to pass a pre- employment drug/alcohol screen, background investigation, obtain and maintain gaming license and to include the following:

Knowledge, Abilities, Skills, and Certifications

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of principles and practices of public relations, promotions, and customer service.
• Knowledge of gaming operations, food and beverage operations, and guest service operations in a casino environment.
• Knowledge of Title 31 requirements and training program.
• Ability to analyze reports.
• Skill in professional management techniques.
• Ability to interact effectively with Tribal, State and National Regulatory Officials.
• Ability to efficiently schedule, and utilize manpower needs.
• Ability to write and implement departmental procedures as necessary.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to apply common sense understanding to carry out directions in written, oral or diagram form.
• Skill in human relations and supervision of assigned staff.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public.
• Ability to work independently
• Ability to work all shifts, including holidays and weekends

Physical Demands

While performing the duties of this job, the employee regularly is required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

Work is generally performed in a Casino setting with exposure to second-hand smoke and a high noise level. Evening, graveyard, holiday and/or weekend work may be required. Extended hours and irregular shifts may also be required...