Shift Manager, Club M Operations

Come support leading our Club M Team as the Shift Manager of Club M! In this role you will oversee Club M's daily operations as well as the execution of promotions at Mystic Lake/Little Six and off-property guest activation events. Enjoy weekly pay, health benefits, and 401(k) starting day one. Whatever your career goals may be, let Mystic Lake Casino help get you there!

Job Overview: This position manages the operations for an assigned shift at Mystic Lake and/or Little Six Casinos. This position is responsible for team member supervision, ensuring an exceptional guest experience, execution of events or promotions, compliance with policy/procedure/regulations, completing audits and troubleshooting marketing technology issues/concerns.

Empower Your Future: The Work You’ll Lead:

• Oversees and effectively manages assigned shift to include staffing levels/labor management, team member scheduling and work assignments, managing team member performance, documentation, security and surveillance communications, performing opening/closing duties, completing required reporting/audits and managing/responding to guest concerns.
• Oversees the set-up and execution of events/promotions, including stage games, ensuring compliance with policies, procedures, regulations and contracts.
• Approves any guest recovery offers and issues prizes/offers within the guidelines of departmental procedures.
• Interviews and make recommendations on hiring and promotion of team members; plans training and development, manages all aspects of continuous performance management and coaching, conducts regular one-on-ones and team huddles, executes demand-based scheduling, ensures timekeeping and payroll are accurate and drives team member engagement.
• Assists in the development and revision of department procedures and processes to maximize efficiency and effectiveness.
• Identifies and resolves guest issues that arise with offers/promotions in a timely manner. Escalates complex issues and recommendations for resolution. Collaborates with leader and applicable marketing teams to provide recommendations for improvement and prevention of future issues.
• Supervises and approves all promotional kiosk setups and testing of all promotions prior to start; demonstrates ownership for preliminary level of troubleshooting and maintenance of kiosks, both enrollment and promotional.
• Tracks, manages and procures (as needed) promotional and retail inventory and collateral. Reconciles retail transactions according to policy/procedures and ensures cash handling in retail spaces is compliant with policies/procedures.
• Maintains overall data quality within systems by ensuring information is entered accurately and corrected as needed. Ensures timely escalation of unresolved issues impacting guests or operations.

Job Requirements:

Reflects MINIMUM EDUCATION, TRAINING, CERTIFICATION and EXPERIENCE required in order to meet the expectations of this job:

• Bachelor’s degree in business, marketing or a related field and 2 years of marketing, hospitality or retail experience OR 6 years of marketing, hospitality or retail experience . Casino and customer loyalty program experience preferred.
• 2 year of formal or informal people leadership experience . Experience leading front-line teams preferred.
• Excellent leadership, communication and interpersonal skills.
• Demonstrated understanding of exceptional guest service delivery, recovery and experience.
• Familiarity and comfortability with technology (hardware and software) and ability to learn/master multiple systems software.
• Ability to manage competing priorities in a fast-paced environment.
• Experience with standard operating procedure documentation and improvement.
• High degree of self-awareness and emotional intelligence.
• This position requires regular work on nights and weekends.

Outstanding Benefits & Awesome Perks: Enjoy competitive weekly pay, outstanding benefits, and advancement opportunities at the SMSC Gaming Enterprise. Eligible Team Members are offered a comprehensive benefits package include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms and free uniform cleaning, and tuition reimbursement.

Who We Are: We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience.

Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.

Be the Experience. Be Bold. Be Mystic.