Shift Operations Leader – Guest Experience & Compliance

Golden Nugget; Cripple Creek (CO); On-site; USD 58,000 - 63,000; Full time

Job summary

Golden Nugget Cripple Creek is seeking a Manager on Duty (MOD) to lead daily operations, ensuring exceptional guest service and strict regulatory compliance across casino, hotel, and dining venues.

The MOD collaborates with departments, coaches staff, and resolves guest and employee issues while safeguarding assets. The role requires a Colorado Key License and 3–5 years of supervisory experience in hospitality or gaming.

Qualifications

• Colorado Key License is required.
• 3-5 years of management or supervisory experience in gaming, hospitality, hotel, food & beverage, or related industry.
• Prior casino operations experience preferred.
• Experience handling guest service recovery and employee relations issues.

Responsibilities

• Serve as the highest-ranking operational leader on property during assigned shifts.
• Ensure all guests receive exceptional service consistent with Golden Nugget standards.
• Respond promptly and professionally to guest concerns, complaints, and service recovery situations.
• Conduct routine property inspections of casino floor, hotel, restaurants, public areas, parking, and back-of-house areas.
• Monitor property appearance, cleanliness, and operational readiness.
• Assist departments during peak periods to enhance guest experience.
• Support department managers and supervisors in resolving operational issues.
• Coach and mentor team members to uphold guest service standards.
• Reinforce company policies, procedures, and behavioral expectations.
• Promote a positive and collaborative work environment.
• Recognize employees who demonstrate Golden Nugget Core Values.
• Assist with conflict resolution involving employees and guests.
• Ensure compliance with Colorado gaming regulations and internal controls.
• Document and report gaming irregularities or compliance concerns.

Skills

Leadership

Communication

Conflict resolution

Decision making

Calm under pressure

Interpersonal skills

Team management

Education

Colorado Key License

Tools

Microsoft Office

Job description

Golden Nugget Cripple Creek is seeking a Manager on Duty (MOD) to lead daily operations, ensuring exceptional guest service and strict regulatory compliance across casino, hotel, and dining venues.

The MOD collaborates with departments, coaches staff, and resolves guest and employee issues while safeguarding assets. The role requires a Colorado Key License and 3–5 years of supervisory experience in hospitality or gaming.