Resort Operations Leader - Guest Experience & Compliance

Graton Resort & Casino; Rohnert Park (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Supervisory

Gaming Ops

Operations

MS Office

Communication

Organization

Job description

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.