Shift Manager - Casino

Bally's Corporation; Black Hawk (CO); On-site; USD 63,000 - 77,000; Full time

Job summary

Bally’s Corporation in Colorado seeks a capable Casino Operations Supervisor to manage daily shift operations and team performance on the casino floor. You will ensure staffing levels, service quality, and adherence to policies while supporting guest satisfaction and operational efficiency.

The role requires supervisory experience in casino or hospitality settings, strong communication skills, and the ability to respond promptly to incidents.

Qualifications

• Three years of casino, gaming, hospitality, or related operations experience, including at least one year in a supervisory or lead capacity preferred.
• Working knowledge of casino operations, guest service standards, gaming regulations, internal controls, and cash-handling procedures.

Responsibilities

• Oversee daily operations during the assigned shift, ensuring staffing, service levels, and operational needs are effectively managed.
• Supervise, coach, and support casino team members to promote accountability, professionalism, teamwork, and exceptional guest service.
• Monitor casino floor activity to ensure compliance with company policies, internal controls, gaming regulations, safety standards, and applicable laws.
• Respond to guest concerns, complaints, disputes, and service issues in a timely, professional, and solutions-focused manner.
• Coordinate with Security, Surveillance, Cage, Slots, Table Games, and other departments to address incidents, equipment issues, guest needs, and operational priorities.
• Review shift activity, cash-handling processes, fills, credits, jackpots, variances, and related documentation as applicable to the operation.
• Support investigations, incident response, emergency procedures, and regulatory reporting requirements as directed.
• Maintain a visible presence on the casino floor to identify service opportunities, operational risks, team member needs, and guest experience trends.
• Assist with scheduling, breaks, shift coverage, performance coaching, training, and employee relations matters in partnership with department leadership and Human Resources.
• Prepare clear and accurate shift reports, pass-down notes, incident summaries, and operational updates for senior leadership.

Skills

Leadership

Communication

Conflict resolution

Judgment

Problem solving

Verbal communication

Written communication

Calm under pressure

Computer skills

Casino systems

Education

Bachelor’s/Associate in hospitality/business/gaming

Job description

Job Responsibilities

• Oversee daily operations during the assigned shift, ensuring staffing, service levels, and operational needs are effectively managed.
• Supervise, coach, and support casino team members to promote accountability, professionalism, teamwork, and exceptional guest service.
• Monitor casino floor activity to ensure compliance with company policies, internal controls, gaming regulations, safety standards, and applicable laws.
• Respond to guest concerns, complaints, disputes, and service issues in a timely, professional, and solutions-focused manner.
• Coordinate with Security, Surveillance, Cage, Slots, Table Games, and other departments to address incidents, equipment issues, guest needs, and operational priorities.
• Review shift activity, cash-handling processes, fills, credits, jackpots, variances, and related documentation as applicable to the operation.
• Support investigations, incident response, emergency procedures, and regulatory reporting requirements as directed.
• Maintain a visible presence on the casino floor to identify service opportunities, operational risks, team member needs, and guest experience trends.
• Assist with scheduling, breaks, shift coverage, performance coaching, training, and employee relations matters in partnership with department leadership and Human Resources.
• Prepare clear and accurate shift reports, pass-down notes, incident summaries, and operational updates for senior leadership.

Experience

• Associate or bachelor's degree in hospitality, business, gaming management, or a related field preferred.
• Minimum of three years of casino, gaming, hospitality, or related operations experience, including at least one year in a supervisory or lead capacity preferred.
• Working knowledge of casino operations, guest service standards, gaming regulations, internal controls, and cash-handling procedures.

Ability to obtain and maintain a Colorado Key Gaming License

Competencies

• Strong leadership, communication, conflict resolution, judgment, and problem-solving skills.
• Excellent verbal and written communication skills
• Ability to remain calm and decisive in a fast-paced, guest-facing, and highly regulated environment.
• Proficiency with basic computer applications, reporting tools, and casino management systems preferred

Work Environment

• This position works primarily on the casino floor and may require extended standing, walking, bending, and interaction with guests and team members in a busy gaming environment.
• The role requires flexibility to work varied shifts, including nights, weekends, holidays, and overtime as business needs require.

Salary: $70k - $70k DOE

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.