Manager on Duty

Manager on Duty 13755 DDC - Glendale, AZ Job Description:

Position Summary

Under direct supervision of the Manager on Duty - Senior, the Manager on Duty (MOD) is ultimately responsible for the guest experience within the casino. The MOD has a heighted awareness of the casino floor experience, and is exceptional at resolving guest concerns. The MOD is expected to maintain and enforce the highest service standards set forth by the Enterprise. The MOD provides departments with assistance, support, and inter-departmental coordination as necessary to achieve the financial, operational, and guest service performance expectations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

• Maintains a current understanding of each department’s:
• operational, and guest service expectations,
• objectives, strategies and operational plans,
• special events and promotions
• Maintains a current and accurate understanding of policies and procedures for, and ensuring and coordinating the proper execution of:
• emergencies,
• Title 4 (AZ Liquor Law),
• interaction with external regulators arriving on property,
• Title 31 requirements to prevent and detect money laundering, reporting of large cash transactions, and suspicious financial activity,
• departmental disagreements,
• team member suspensions,
• guest problem resolution,
• guest ejections
• Maintains a working knowledge of Internal Controls, Human Resources Policies and Procedures, Departmental Policies and Procedures, and job descriptions of each department on the shift.
• Provides 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.
• Exchanges current information continuously throughout the shift with each department’s management personnel.
• Ensures compliance with all State and Tohono O’odham Gaming Enterprise policies and procedures, including Internal Controls (ICs).
• Acquires a thorough knowledge of the National Indian Gaming Commission (NIGC) Regulations.
• Ensures smooth interaction between all departments and all guests during the shift.
• Ensures all pertinent information regarding the shift is communicated in a clear, concise, and complete manner, in a timely and consistent manner, to the Manager on Duty - Senior and other Managers on Duty.
• Resolves guest complaints and problems immediately and effectively
• Contributes to a team effort and accomplishes related results as required.
• Regularly attends meetings as directed by the General Manager.
• Demonstrate Desert Diamond Casino “On Brand” attitude towards team members & guest at all times.
• Creates and maintains a positive image of the property, operations, team members, and casino owners on the shift to all guests, local communities, and regulatory agencies.
• Performs all duties with excellent service to both internal and external guests.
• Consistently and visibly role modeling the behavior and appearance desired of all team members on the shift.
• Performs continual observations and inspections, and formally reporting findings and recommendations for:
• compliance with policies, procedures, and controls,
• improvements to operational effectiveness,
• condition and operation of physical plant, property, and equipment,
• status of secured areas,
• quality control checks in the kitchen, restaurant and lounge,
• proper team member staffing levels,
• effectiveness and performance,
• improvements for better using assets and personnel on the shift
• Performs other duties as required
  
  

Job Requirements

Minimum Qualifications:

Education and Experience

Knowledge, Abilities, Skills, And Certifications

Bachelor’s Degree plus six (6) years diverse experience in the operational aspects of the gaming or hospitality industry; including at least three (3) years in any management or supervisor role with direct responsibility for overseeing personnel; or equivalent combination of education and experience. Relevant and direct experience may be considered in lieu of degree requirement. No felony, theft or stealing convictions. Must be able to pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain a gaming license and to include the following:

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of principles and practices of public relations, promotions, and guest service.
• Knowledge of gaming operations, food and beverage operations, and guest service operations in a casino environment.
• Knowledge of Title 31 requirements and training program.
• Ability to interact effectively with Tribal, State, and National Regulatory Officials.
• Ability to obtain TIPS certification.
• Ability to analyze reports.
• Ability to efficiently schedule, and utilize manpower needs.
• Ability to write and implement departmental procedures as necessary.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to apply common sense understanding to carry out directions in written, oral or diagram form.
• Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public.
• Skill in professional management techniques.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Ability to work independently
• Ability to work all shifts, including holidays and weekends
  
  

Physical Demands

While performing the duties of this job, the team member regularly is required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member frequently is required to walk. The team member occasionally is required to sit; and stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or move up to 25 pounds.

Work Environment

Work is generally performed in an office and casino setting with exposure to second-hand smoke and a moderate to high noise level. Evening, graveyard, holiday and/or weekend work may be required. Extended hours and irregular shifts may also be required.