Reporting to Assistant Director of Electronic Games Operations, Operation Manager is accountable for ensuring the efficient operation of Electronic Gaming on a particular shift to meet with gaming authority standards and procedures, and the maximization of revenue opportunities for the department. In particular, the quality of guest service, and the presentation and standard of operations from a venue wide perspective. This position is responsible for the development of positive staff culture both within and across departments that reflects company objectives, including the management of staff issues such as staff development, recognition, counseling, disciplinary action and effective implementation of the Performance Management System. The Operations Manager - Electronic Gaming is to strive to deliver a quality total venue experience for every guest on each visit.
Duties may include but not limited to:
- Managing team of Supervisors, Attendant and Ambassadors, with a close working relationship with Casino Technicians and related departments.
- Building an environment where team members have the opportunity to develop personally and professionally, fostering a harmonious workplace where they be recognized for their consistent contribution towards attaining departmental and company goals.
- Ensuring the delivery of exceptional guest service, in terms of guest interaction, timeliness of service, presentation of surroundings and environment, and availability of assistance.
- Ensuring the proper communication to shift team members regarding gaming project, pertinent issues and updated procedures, as well as communication to management of operational issues both in terms of guest experience and team member morale.
- Identifying opportunities for improvement of operations through procedural advancement, revenue increasing changes, enhanced guest service, or boosting team member morale.
- Effectively managing staff counseling and disciplinary action in accordance with the company Policies & Procedures and Departmental Performance Standards.
- Identifying and recognizing high worth guests, and ensuring they are given the recognition deserving of their value.
- Ensuring a safe and clean environment for the casino internal and external customer.
- Team member training and handling other administrational tasks as required basis.
- Recommending and/or executing management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
- Monitoring, maintaining and controlling electronic gaming stock level (prize, cashless cards, etc.)
- Ensuring the casino’s principles and guidelines are followed at all times.
