Job Description

Department: Operations

Division: LLC, Wholly owned by The Shawnee Tribe

Job Title: Operations Supervisor

General Definition: Responsible for overseeing the gaming facility’s adherence and compliance to policies and procedures, promotes positive customer relations and ensures adequate staffing levels are maintained in all departments.

Supervision Received: Sr. Operations Manager

Supervision Exercised: Various Department Heads

Essential Job Functions:

 Responsible for providing guidance and direction to assigned departmental personnel.

 Provide duties and directives to assigned operations personnel to ensure efficient operation of departments.

 Resolve customer issues/disputes.

 Compile required reports on operating functions of departments.

 Attend department staff meetings for all operations personnel to discuss operational problems or explain procedural changes or practices.

 Direct all department operations for assigned department(s).

 Provide input into and execute strategic plan consistent with the strategic vision of the facility.

 Provide input and direction in the development and monitoring of fiscal budgets and marketing strategies to produce both short term and long-term profitability for the facility.

 Provide input into and execute the development, implementation, and measurement of guest service standards within assigned department(s) consistent with the facilities core service standards and brand attributes.

 Participate in the research, development, evaluation and implementation of new products, services, technology and processes to ensure the facilities competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment.

 Closely monitor customer flow to ensure the capacity is adequate to meet guest volume.

 Attempt to resolve significant problems to the satisfaction of the guest and in the best

interest of Golden Mesa.

 Handle complaints and render decisions tactfully.

 Observe games, always looking for irregularities or deviation from procedure including

internal security of the games.

 Maintain close interaction with all supervisors and surveillance in the observations of

games for any potential problem areas or irregularities.

 Report all irregularities to the Sr. Operations Manager.

 Act as liaison between the gaming floor and other departments on all gaming-related

activities.

 Act as interim Department Manager when manager is not present on shift.

 Build guest relations through visibility to customer, soliciting/requesting feedback, and

responding to guest concerns appropriately and professionally to resolve any issues. ·

 Perform all other duties as assigned.

MINIMUM QUALIFICATIONS

Education:

 Bachelor’s degree in hospitality/casino management or a related field

 Experience in lieu of a degree may be considered

Knowledge, Skills and Abilities:

 Must have knowledge of all Electronic Games Operations

 Must possess knowledge of Class II gaming rules, regulations, and operating practices

 Proven time management and critical thinking skills required

 Must possess excellent employee relations skills

 Must be flexible with schedule to include nights, holidays and weekends

 Ability to respond calmly and make rational decisions when required

 Must be able to listen and respond to visual and oral cues

 Must be able to tolerate areas containing varying noise and temperature levels,

illumination, vibration, crowds, and air quality

 Good organizational skills and ability to lead and direct personnel

 Must be self-motivated

 Must possess positive, professional and congenial attitude

 Strong written and oral communication skills

 Ability to maintain and establish effective working relationship with management, staff,

co-workers and general public

 Must be team oriented

 Ability to work a flexible and irregular schedule including weekends, evenings and

holidays

 Demonstrated success managing multiple departments, staff and operation functions

within the gaming industry

 Ability to build consensus and secure optimal resolution of specific issues among

multiple parties

 Ability to respond effectively to sensitive inquiries and complaints

 Must be able to work in a smoke filled casino environment

Training and Experience:

 Three (3) years progressively more challenging leadership role in a casino operations role

 Two (2) years management experience

 Must have gaming experience in both Class II gaming and Indian Gaming

Licenses/Certifications/Other:

 Must be able to pass a background check and receive a license or permit from all required

Regulatory Agencies, if applicable to perform the essential job functions

 Must be able to complete pre-employment drug test with a negative result