Job Overview: Supports the General Manager in overseeing all aspects of casino operations, ensuring exceptional guest experiences, operational excellence, regulatory compliance, team member engagement, and strong financial performance. This role aligns strategic vision with operational execution across multiple departments, including gaming operations and support functions, while developing leaders, fostering cross-functional collaboration, and driving alignment with enterprise goals and
organizational priorities.
Assists in maximizing the profitability and long-term success of the casino by ensuring operations are conducted in accordance with strategic and executive direction, applicable laws, regulations, established policies, procedures, and service standards. Partners with department leaders to achieve operational objectives, enhance performance, and promote a culture of accountability, continuous improvement, and guest-focused service.
Job Duties:
- Provides leadership, direction, and operational oversight for all casino departments, ensuring alignment with organizational goals, service standards, and business objectives.
- Maintains a visible leadership presence throughout the casino and operational areas, promoting accessibility, accountability, and timely decision-making.
- Monitors daily business performance, operational metrics, labor utilization, and guest feedback, implementing adjustments as necessary to achieve performance goals.
- Collaborates with department leaders at both Little Six Casino and Mystic Lake Casino Hotel to optimize operational effectiveness, drive service excellence, and remove barriers to success.
- Assists or leads the operational response to significant incidents, guest concerns, emergencies, and business disruptions, ensuring timely resolution and effective
communication. - Establishes clear operational expectations, performance standards, and accountability measures across all areas of responsibility.
- Provides coaching, mentoring, succession planning, and performance management for direct reports and emerging leaders.
- Ensures consistent execution of guest service standards, floor management practices, asset protection measures, game protection initiatives, and team member engagement programs.
- Manages administrative responsibilities in a manner that enables Casino Managers and operational leaders to maintain a strong presence on the gaming floor while ensuring effective oversight of business operations.
- Directs casino operations to ensure the protection of company assets and compliance with all applicable regulatory requirements, internal controls, policies, and procedures.
- Develops, implements, and monitors operational procedures and controls to ensure regulatory compliance and operational integrity.
- Serves as the liaison with Gaming Commission, auditors, and internal compliance partners as required.
- Evaluates operational performance and identify opportunities for continuous improvement, innovation, cost control, and increased efficiency.
- Ensures compliance with all Title 31 requirements through the monitoring, reporting, and enforcement of applicable procedures and controls.
- Assists in the development, administration, and achievement of departmental budgets,
- financial forecasts, and labor management strategies.
- Fosters a culture of accountability, teamwork, diversity, inclusion, and engagement that supports the organization's mission, vision, and values.
- Serves as property leader in the absence of the General Manager, ensuring continuity of leadership, decision-making, and operational effectiveness across the property.
- Ensures a seamless, safe, and enjoyable guest experience throughout the property.
- Maintains visible leadership presence on the casino floor and in operational areas.
Occasional Tasks:
- Coordinates with strategic leaders of the Gaming Enterprise regarding procedural/compliance issues affecting both properties.
- Works with vendors to ensure quality and competitive pricing.
- Performs function of team members when appropriate to aid in guest service.
- Coordinates with security during any emergency situation; authorizes calls to local civil authorities as necessary.
- Authorizes temporary guest exclusions.
- Performs other guest service functions related to the efficient operation of the casino based
on licensing constraints.
Job Requirements:
- Bachelor’s Degree in business or related field. 7+ years of progressive Casino Operations leadership experience. 12+ years related work experience without a 4 year degree.
- A proven people leader with success building and leading high performing teams.
- Act as a leader of change and innovation across the business.
- Proven skills developing and coaching team members. Including coaching and skilling up underperforming team members.
- Highly skilled at managing guest interactions, VIP and escalations.
- Skilled in proactively assessing team member productivity, organizational performance and aligning solutions with strategic and cultural initiatives.
- Experience managing multiple operational departments and leaders. Including demand based scheduling
- Demonstrated success of strong relationship management and team building skills, with ability to influence leaders and team members at all levels within the greater organization.
- Outstanding written, verbal, interpersonal, coaching and presentation skills with the ability to tailor messaging to the audience
- Strong collaborator who influences effectively with a variety of internal and external stakeholders at all
- Experience with labor management, budgeting, and strategic planning preferred.
Outstanding Benefits & Awesome Perks: Enjoy competitive weekly pay, outstanding benefits and advancement opportunities. Generous benefits include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms, free uniform cleaning and tuition reimbursement.
Who We Are: We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience.
Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.
Be the Experience. Be Bold. Be Mystic.