What are the responsibilities and job description for the OPERATIONS MANAGER (MANAGER ON DUTY) position at Graton Resort & Casino?
Position Summary:
The Manager on Duty (MOD) is responsible for the leadership, management, and supervision of all aspects of resort and casino operations during their shift. The MOD is empowered to ensure that the highest standards of customer service and hospitality are maintained and delivered through direct communication and interaction with customers/guests and Team Members. The MOD assumes responsibility for regulatory and policy compliance, supervision, staffing, and relations of the various departments and their Team Members. The MOD displays the highest degree of professionalism, judgement, and decision making in all customer and Team Member interactions.
The Manager on Duty (MOD) is responsible for the leadership, management, and supervision of all aspects of resort and casino operations during their shift. The MOD is empowered to ensure that the highest standards of customer service and hospitality are maintained and delivered through direct communication and interaction with customers/guests and Team Members. The MOD assumes responsibility for regulatory and policy compliance, supervision, staffing, and relations of the various departments and their Team Members. The MOD displays the highest degree of professionalism, judgement, and decision making in all customer and Team Member interactions.
Essential Functions:
1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values.
2. Maintain a current and accurate understanding of each department's financial, operational, guest service expectations, objectives, strategies, operational plans, special events and promotions.
3. Maintain a current and accurate understanding of policies, procedures while ensuring and coordinating the proper execution of:
a. Emergency response
b. Alcohol consumption
c. Interaction with external and regulatory agencies arriving on property
d. Guest problem resolution and trespasses
4. Maintain a working knowledge of Internal Controls, Human Resources Policies and Procedures, departmental policies and procedures and job descriptions of each department on the shift.
5. Provide 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.
6. Exchange current information continuously throughout the shift with each department's management team.
7. Ensure smooth interaction between all departments and all guests during the shift.
8. Resolve guest complaints and problems immediately and effectively.
9. Perform continual observations, inspections, and recommendations for:
a. Compliance with policies, procedures and controls
b. Improvements to operational effectiveness
c. Condition and operation of property, equipment, and status of secured areas
d. Quality control checks in kitchens, restaurants, lounges and public restrooms
e. Proper staffing levels
f. Team Member effectiveness and performance.
10. Hold daily all department supervisory huddles to share information on the shift and to ensure
communication is flowing throughout the property.
11. Ensure all pertinent information regarding the shift is communicated in a clear, concise, and complete manner, in a timely and consistent manner, to the GM & AGM.
12. Provide written plans and regular progress reports to GM & AGM.
13. Perform all other duties as assigned to support the property.
Qualifications:
Required Qualifications:
1. Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form.
2. Must have demonstrated leadership in a Supervisory role for a minimum of two plus years.
3. Must have a minimum two (2) years' experience in a gaming department.
4. Must have a strong and demonstrated knowledge of operations.
5. Must have a working knowledge of computer programs such as the Microsoft Office Suite and CMS.
6. Must be able to communicate effectively under both positive and negative circumstances within all levels of the organization and guests.
7. Must possess strong organizational skills.
8. Able to efficiently manage multiple situations simultaneously.
1. Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form.
2. Must have demonstrated leadership in a Supervisory role for a minimum of two plus years.
3. Must have a minimum two (2) years' experience in a gaming department.
4. Must have a strong and demonstrated knowledge of operations.
5. Must have a working knowledge of computer programs such as the Microsoft Office Suite and CMS.
6. Must be able to communicate effectively under both positive and negative circumstances within all levels of the organization and guests.
7. Must possess strong organizational skills.
8. Able to efficiently manage multiple situations simultaneously.
Physical Requirements:
1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
2. Requires acute sense of smell and sound, ability to talk on and hear a two-way radio and telephone.
3. May require lifting up to 40 lbs.
4. Regular, predictable attendance and the ability to work flexible hours.
5. Further physical requirements include, but not limited to, standing, kneeling / crouching, walking, bending, lifting, climbing, grasping, and reaching.
6. Ability to be on feet for long periods of time.