Operations Supervisor

Job Description

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

Full-time