Operations Manager (MOD)

Graton Resort & Casino; Rohnert Park (CA); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Graton Resort & Casino is seeking a Manager on Duty (MOD) to lead and supervise all resort and casino operations during the shift, ensuring the highest standards of customer service and hospitality are delivered through direct guest and team member interactions.

The MOD will ensure regulatory compliance, staffing, cross-department coordination, effective problem resolution, and clear communication with senior management, focusing on professionalism, operational excellence, and guest satisfaction.

Qualifications

• Demonstrated leadership experience in a supervisory role.
• Experience in a gaming department is required.
• Strong knowledge of operations and guest service.
• Proficient with Microsoft Office and CMS systems.
• Excellent written and verbal communication skills.
• Strong organizational abilities and multitasking.
• Ability to interact effectively with guests and team members.

Responsabilités

• Lead and supervise resort and casino operations during the shift.
• Maintain current understanding of department goals, plans, and promotions.
• Ensure policy compliance and proper execution of emergency procedures and guest interactions.
• Maintain knowledge of internal controls and HR policies relevant to the shift.
• Provide support and coordination across departments to meet financial and guest service targets.
• Communicate information clearly to GM & AGM and other managers.
• Resolve guest complaints promptly and effectively.
• Monitor staffing levels and operational condition of property and facilities.
• Conduct regular shift huddles and provide progress reports to leadership.
• Perform other duties as assigned to support the property.

Connaissances

Leadership

Supervisory

Gaming Ops

Operations

MS Office

Communication

Organization

Description du poste

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
• 4. 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.

Required Qualifications

• Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form.
• Must have demonstrated leadership in a Supervisory role for a minimum of two plus years.
• Must have a minimum two (2) years' experience in a gaming department.
• Must have a strong and demonstrated knowledge of operations.
• Must have a working knowledge of computer programs such as the Microsoft Office Suite and CMS.
• Must be able to communicate effectively under both positive and negative circumstances within all levels of the organization and guests.
• Must possess strong organizational skills.
• Able to efficiently manage multiple situations simultaneously.