Casino Manager on Duty

About the Role

The Manager on Duty (MOD) oversees the guest experience on the casino floor and supports the management of all operations under the direction of the Senior Manager, Customer Experience. This role holds team members accountable for their impact on the guest experience, acts on behalf of casino resort leadership, ensures operational efficiency, enforces compliance with standards, and makes final decisions prioritizing the best interests of the Tribe, Resort, Casino, guests, and team members. The MOD champions the Tribe's strategic priorities while reflecting the community's vision and values, with a strong focus on guest concerns, high service standards, and a deep understanding of casino and resort operations.

Responsibilities

• Collaborate with various departments as a neutral agent to efficiently resolve guest concerns, fostering a seamless and memorable visit.
• Enhance the guest experience by maintaining a heightened awareness of the casino floor, actively monitoring service delivery, and ensuring alignment with Yaamavá’ Service Standards.
• Lead the Customer Experience support team, focusing on enhancing the guest experience, and be responsible for their professional development, performance, and mentorship.
• Maintain a comprehensive understanding of departmental operations and leadership objectives to drive effective, resolution-oriented decision-making.
• Respond proficiently to emergency situations, coordinating with external and regulatory agencies and handling patron exclusions.
• Ensure compliance with internal controls and HR policies to support team member incidents, including suspensions, fostering a fair and structured work environment.
• Gather, analyze, and interpret data to formulate well-supported recommendations based on guest feedback, identifying opportunities for improvement to enhance guest experience.
• Engage with key decision-makers to facilitate operational changes using a leading change mindset.
• Support and enforce adherence to all relevant Federal, State, and Tribal gaming standards, including but not limited to the Anti-Money Laundering Program, Bank Secrecy Act, U.S. Patriot Act, game integrity and protection, slot disputes and investigations, and promotional disputes and settlement agreements, in the absence of operational directors.
• Communicate pertinent information to The Office of General Manager, providing consistent updates on relevant strategic and tactical level responses and solutions in a clear, concise, complete, timely, factual, and consistent manner.
• Perform other duties as assigned to support the efficient operation of the department.

Supervisory Responsibilities

• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, and training employees.
• Plan, assign, review, and direct work; evaluate and appraise performance; reward and discipline employees; address complaints and resolve problems.
• Make hiring decisions and design individual development plans with succession planning in mind for all key roles.

Requirements

• Bachelor’s degree in a related field is required.
• Minimum three (3) years of progressive and related experience in the operational aspects of the casino gaming industry is required.
• Minimum three (3) years of supervisory experience is required.
• Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirements.

Skills

• Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) and other casino management systems including but not limited to Synkros.
• Ability to utilize data to effectively translate operational efforts into measurable revenue outcomes.
• Solid background in operations management while driving business growth and brand loyalty.
• Professional demeanor and strong leadership skills, with the ability to influence and support all team members, fostering collaboration and engagement across the organization, despite reporting structure.
• Highly motivated, resolution-oriented, self-driven, and organized individual capable of effectively multitasking.
• Highest degree of professionalism, judgment, and decision-making in all guest and team member interactions.
• Exceptional leadership abilities to effectively guide CX support teams to achieve significant results and exceed performance expectations.
• Proficiency in building talent, inspiring and motivating others, leading change, results orientation, and strategic visioning to drive organizational success and foster a high-performance culture.

Licenses and Certifications

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Physical Requirements

• Primary work environment is in a climate-controlled office setting; travel may be required to attend meetings, trade shows, and conferences.
• May be required to work evening, weekend, and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, and/or move up to 40 pounds occasionally.
• Active work involving standing most of the time and sitting at times; consistent use of a computer and other office productivity machinery.
• Physical activities include balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference, and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference, and over the telephone.
• Visual acuity required for preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; and visual inspection of employees, visitors, or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend, kneel, and enter, exit, and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows, and San Manuel properties.
• Endurance sufficient to sit, walk, and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• May be exposed to fumes or airborne particles including secondhand smoke; reasonable accommodation will be made in compliance with all applicable law.