Operations Manager

Department:

Administration

Summary:

Reports to the Assistant General Manager and General Manager.  Administers policies, monitors the gaming and resort areas, and assures compliance with regulatory requirements.  Oversees and supervises casino resort personnel, handles issues and concerns on the casino floor and in resort areas, takes care of customer complaints, and promotes great customer service and excellence of the operation.  Works closely with a Director level manager on duty (MOD) on weekend shifts or as the MOD when a MOD Director is not available onsite; sends shift reports to the property leadership team.  This is a supervisory and management position.  Responsible for managing shift operations of the casino resort.  Assists in the implementation of operational goals and monitors achievements of performance and profit objectives.   The Operations Manager will take ownership of the position and ensure that everything runs smoothly and efficiently. The position requires a professional, positive leader, capable of handling a variety of situations in a calm, professional manner. The abilities to lead by example, focus, motivate a team, and provide excellent customer service are a must.  The position is full-time and attends weekly property director meeting.  Flexibility and reliability are musts.  The Operations Manager will also be required to be a regular presence on all three shifts, including but not limited to Friday, Saturday, Sunday, and holidays.  

Essential Functions:

  • Assists in the implementation of specific strategies for customer service, resort revenue growth, and expense management in order to maximize profitability
  • Ensures the implementation of training programs, procedures and guidelines are followed to maintain desired standards, and high quality service, then monitors results through inspection, evaluation and analysis.
  • Monitor the entire operation of the shift – including, but not limited to, Gaming, Cage, Food and Beverage, Events, Hotel/Spa, Security, Maintenance, EVS, Resort Club, Marketing, Finance, and Office Administration
  • Under the guidance of the Assistant General Manager and General Manager, complete tasks that need to be completed, to ensure that customers receive the best possible service and have the best possible experience.
  • Responsible for ensuring optimal operations and consistent high quality standards in areas of responsibility during all business hours.
  • Reports budget concerns/deviations to Executive Management.
  • Assist with setting up and maintaining computers, peripherals, and other systems, and working in guest facing areas to assist with guest service recovery should a system(s) be unavailable.
  • Responsible for the overall integrity of daily operations, ensures compliance and training with all regulatory, internal control, and associated policies and procedures.
  • Builds guest service through positive and continuing visibility to customer, soliciting/requesting feedback, and responding to guest concerns appropriately and professionally to resolve any issues.
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with company standards and programs. Ensures customer service standards are followed by all employees and addresses issues as they arise.  
  • Ensures resort cleanliness and the highest quality of operational standards are met at all times.   
  • Presents oneself as a credit to the Company, leads by example, and encourages others to do the same.
  • Works as a project manager and performs all other related and compatible duties as assigned.
  • Identify compliance risks and take actions necessary to eliminate or minimize risks.
  • Champion within the organization, a commitment to honesty, integrity, and responsible corporate behavior.
  • Monitors and ensures a compliance culture within the organization and fosters an environment where employees feel comfortable reporting potential violations or misconduct.

Required:

  • High school diploma required, college degree preferred.
  • 5 years progressively more challenging experience in a gaming operations leadership role.
  • Ability to understand, and analyze business strategies, budget, and P&L Statements and Business Plans.
  • Excellent oral and written communication skills.  Must be able to obtain and maintain a Class C Iowa Racing and Gaming Commission gaming license.
  • Ability to use a personal computer and appropriate software (Excel, Word, Power Point, Access and Microsoft Outlook).
  • Problem solving, and critical thinking skills with the ability to exercise independent judgment within established policies.
  • Must possess excellent interpersonal and employee relations skills.
  • Ability to respond in a calm and decisive manner and make rational decisions in stressful situations with co-workers and guests.
  • Must be able to provide multi-shift responsibility with emphasis on swing and weekends.
  • Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a highly regulated business.

Schedule:

Full time: Varies to include Days, Weekends, Evenings, and Holidays

Salary:

DOE

Rhythm City Casino Resort® is an Equal Opportunity Employer dedicated to non-discrimination in employment. We select the best qualified individual for the job based on job-related qualifications regardless of race, age, color, religion, sex, national origin, ancestry, marital status, sexual preference, disability or any other status protected by applicable law.

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