Operations Manager (Manager on Duty)

Graton Resort & Casino; Rohnert Park (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Graton Resort & Casino in California seeks a Manager on Duty (MOD) to oversee all resort and casino operations during shifts, ensuring top-tier service and adherence to policies.

The MOD directs staff across departments, maintains operational standards, responds to guest concerns, and reports progress to senior management. This role requires professionalism and decisive leadership on the floor.

Qualifications

• Leadership and supervision of all resort operations.
• Strong customer service and hospitality focus.
• Ability to communicate with guests and team members.

Responsibilities

• Lead and supervise all aspects of resort and casino operations during shift.
• Ensure highest standards of customer service and hospitality.
• Oversee regulatory and policy compliance, staffing, and inter-department relations.
• Maintain knowledge of policies and procedures and ensure execution.
• Resolve guest complaints and incidents promptly.
• Hold daily departmental supervisory huddles to share shift information.
• Provide progress reports to GM & AGM.
• Coordinate inter-departmental communication to ensure smooth operations.

Job description

Position Summary

The Manager on Duty (MOD) is responsible for the leadership, management, and supervision of all aspects of resort and casino operations during their shift. The MOD is empowered to ensure that the highest standards of customer service and hospitality are maintained and delivered through direct communication and interaction with customers/guests and Team Members. The MOD assumes responsibility for regulatory and policy compliance, supervision, staffing, and relations of the various departments and their Team Members. The MOD displays the highest degree of professionalism, judgement, and decision making in all customer and Team Member interactions.

Essential Functions

• Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
• Maintain a current and accurate understanding of each department's financial, operational, guest service expectations, objectives, strategies, operational plans, special events and promotions.
• Maintain a current and accurate understanding of policies, procedures while ensuring and coordinating the proper execution of:
• Emergency response
• Alcohol consumption
• Interaction with external and regulatory agencies arriving on property
• Guest problem resolution and trespasses
• Maintain a working knowledge of Internal Controls, Human Resources Policies and Procedures, departmental policies and procedures and job descriptions of each department on the shift.
• Provide continual assistance, support and inter-departmental coordination to all Team Members and guests as necessary to achieve the financial, operational, and guest service expectations set forth for the property.
• Exchange current information continuously throughout the shift with each department's management team.
• Ensure smooth interaction between all departments and all guests during the shift.
• Resolve guest complaints and problems immediately and effectively.
• Perform continual observations, inspections, and recommendations for:
• Compliance with policies, procedures and controls
• Improvements to operational effectiveness
• Condition and operation of property, equipment, and status of secured areas
• Quality control checks in kitchens, restaurants, lounges and public restrooms
• Proper staffing levels
• Team Member effectiveness and performance.
• Hold daily all department supervisory huddles to share information on the shift and to ensure communication is flowing throughout the property.

• Ensure all pertinent information regarding the shift is communicated in a clear, concise, and complete manner, in a timely and consistent manner, to the GM & AGM.
• Provide written plans and regular progress reports to GM & AGM.
• Perform all other duties as assigned to support the property.