Manager on Duty 13755 DDC - Glendale AZ
Job Description
Position Summary
Under direct supervision of the Manager on Duty - Senior the Manager on Duty MOD is ultimately responsible for the guest experience within the casino. The MOD has a heighted awareness of the casino floor experience and is exceptional at resolving guest concerns. The MOD is expected to maintain and enforce the highest service standards set forth by the Enterprise. The MOD provides departments with assistance support and inter-departmental coordination as necessary to achieve the financial operational and guest service performance expectations.
This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.
Essential Duties & Responsibilities
• Maintains a current understanding of each departmentsoperational and guest service expectationsobjectives strategies and operational plansspecial events and promotions
• Maintains a current and accurate understanding of policies and procedures for and ensuring and coordinating the proper execution ofemergenciesTitle 4 AZ Liquor Lawinteraction with external regulators arriving on propertyTitle 31 requirements to prevent and detect money laundering reporting of large cash transactions and suspicious financial activitydepartmental disagreementsteam member suspensionsguest problem resolutionguest ejections
• Maintains a working knowledge of Internal Controls Human Resources Policies and Procedures Departmental Policies and Procedures and job descriptions of each department on the shift.
• Provides continual assistance support and inter-departmental coordination to all team members and guests as necessary to achieve the financial operational and guest service expectations set forth for the property.
• Exchanges current information continuously throughout the shift with each departments management personnel.
• Ensures compliance with all State and Tohono Oodham Gaming Enterprise policies and procedures including Internal Controls ICs.
• Acquires a thorough knowledge of the National Indian Gaming Commission NIGC Regulations.
• Ensures smooth interaction between all departments and all guests during the shift.
• Ensures all pertinent information regarding the shift is communicated in a clear concise and complete manner in a timely and consistent manner to the Manager on Duty - Senior and other Managers on Duty.
• Resolves guest complaints and problems immediately and effectively
• Contributes to a team effort and accomplishes related results as required.
• Regularly attends meetings as directed by the General Manager.
• Demonstrate Desert Diamond Casino On Brand" attitude towards team members & guest at all times.
• Creates and maintains a positive image of the property operations team members and casino owners on the shift to all guests local communities and regulatory agencies.
• Performs all duties with excellent service to both internal and external guests.
• Consistently and visibly role modeling the behavior and appearance desired of all team members on the shift.
• Performs continual observations and inspections and formally reporting findings and recommendations forcompliance with policies procedures and controlsimprovements to operational effectivenesscondition and operation of physical plant property and equipmentstatus of secured areasquality control checks in the kitchen restaurant and loungeproper team member staffing levelseffectiveness and performanceimprovements for better using assets and personnel on the shift
• Performs other duties as required
Job Requirements
Minimum Qualifications
Education and Experience
Bachelors Degree plus six 6 years diverse experience in the operational aspects of the gaming or hospitality industry including at least three 3 years in any management or supervisor role with direct responsibility for overseeing personnel or equivalent combination of education and experience. Relevant and direct experience may be considered in lieu of degree requirement. No felony theft or stealing convictions. Must be able to pass a pre-employment drugalcohol screen background investigation obtain and maintain a gaming license and to include the followingKnowledge Abilities Skills and Certifications
•Knowledge of modern office practices procedures and equipment.
•Knowledge of business English proper spelling grammar punctuation and basic arithmetic.
•Knowledge of principles and practices of public relations promotions and guest service.
•Knowledge of gaming operations food and beverage operations and guest service operations in a casino environment.
•Knowledge of Title 31 requirements and training program.
•Ability to interact effectively with Tribal State and National Regulatory Officials.
•Ability to obtain TIPS certification.
•Ability to analyze reports.
•Ability to efficiently schedule and utilize manpower needs.
•Ability to write and implement departmental procedures as necessary.
•Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals.
•Ability to apply common sense understanding to carry out directions in written oral or diagram form.
•Ability to communicate effectively in the English language both verbally and in writing with staff and the general public.
•Skill in professional management techniques.
•Skill in operating business computers and office machines including in a Windows environment specifically Word Excel Access and presentation software such as PowerPoint.
•Ability to work independently
•Ability to work all shifts including holidays and weekends
Physical Demands
While performing the duties of this job the team member regularly is required to stand use hands to finger handle or feel reach with hands and arms and talk or hear. The team member frequently is required to walk. The team member occasionally is required to sit and stoop kneel crouch or crawl. The team member must occasionally lift andor move up to 25 pounds.
Work Environment
Work is generally performed in an office and casino setting with exposure to second-hand smoke and a moderate to high noise level. Evening graveyard holiday andor weekend work may be required. Extended hours and irregular shifts may also be required.