Assistant General Manager

Job Description

Department: Operations

Division: LLC, Wholly owned by The Shawnee Tribe

Job Title: Assistant General Manager

General Definition: The Assistant General Manager oversees and directs a property operating team capable of achieving financial, operational, and guest service expectations. Incumbent will provide profit-driven leadership, organizational cohesiveness, and strategic planning of gaming operations in accordance with the Tribe’s goals, objectives, policies and procedures.

Supervision Received: General Manager

Supervision Exercised: Department Managers and Supervisors

Essential Job Functions:

 Responsible for overseeing the day to day operations of the casino while ensuring security of company assets, guest satisfaction and employee morale.

 Responsible for preparing, monitoring, and adhering to budgets and ensuring compliance to departmental budget initiatives. All budget concerns or deviations shall be reported to the General Manager.

 Responsible for assisting and managing all components of the property.

 Assist in making final decisions on implementation and oversight of overall strategies for the overall engagement, customer service, comp ability, game layout, floor mix, revenue growth, and expense management in order to maximize profitability for all areas of responsibility.

 Confers with and regularly reports to the General Manager to plan business objectives, to develop organizational policies, to coordinate functions and operations between departments, and to establish responsibilities and procedures for attaining objectives.

 Keep abreast of any changes in the casino industry, such as wage rates, new games and machines, expansion or alteration, etc.

 Assists in the oversight of marketing program to assure proper promotion of the property.

 Addresses and manages complaints or concerns from team members in accordance with established policies.

 Responsible for ensuring compliance with all regulatory compliance within area of responsibility or as assigned by the General Manager.

 Maintains strict confidentiality in all departmental and company matters.

 Handle complaints from guests maintaining satisfactory impressions.

 Bring closure to outstanding issues/investigations by following up with all parties involved in the matter.

 Prepare regular and special reports as required.

 Assist in the development of a culture and environment that delivers world class customer service.

 Assist the General Manager in strategic planning, reviewing and recommending policy changes according to procedure.

 Critique and recommend changes to standard operating procedures.

 Maintain staff management processes by recruiting, selecting, orienting, training, developing and supervising subordinates.

 Identify and implement processes, systems and support, required to maximize the opportunities and minimize negative impact for on-going business operations.

 Strategize ways to develop and reward new players within company guidelines; understand reinvestment levels of each tier segment.

 Provide management control and direction to department managers, assist managers or supervisors in the absence of department heads to assure the successful performance of the casino operations, and the property in general.

 Serves on the BSA/OFAC Compliance Committee, Safety Committee, and PTO Bank Committee.

 All other duties as assigned.

MINIMUM QUALIFICATIONS

Education:

 High School Diploma or GED required

 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 extensive knowledge of all Electronic Games Operations

 Must possess knowledge of Class II gaming rules, regulations, and operating practices

 Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property groups

 Knowledge and application of positive customer experience concepts and principles and processes

 Ability to conduct guest needs assessment and meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts

 Knowledge of gaming and alcohol beverage control regulations

 Ability to work positively within constantly changing internal and external environments.

 Ability to maintain strict confidentiality relative to proprietary information (i.e. financial data, casino policies, promotions, personnel matters and guest information)

 Ability to maintain interpersonal working relationships among all personnel

 Ability to assume overall responsibility relative to the performance of the casino operations and overall property

 Ability to analyze and interpret departmental needs and results

 Ability to solve complex problems quickly and in a busy environment

 Ability to prioritize and perform assigned duties under frequent time pressures to meet established deadlines in an interruptive environment while achieving high standards

 Ability to initiate, follow-up on and complete special projects as assigned

 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:

 Must have a minimum of ten (10) years’ experience in progressive gaming management positions

 Must have ten (10) years’ experience with gaming operating systems

 Must have ten (10) years’ gaming experience in both Class II and Class III gaming

 Previous table games management experience required

 Previous experience in compliance is required

Licenses/Certifications/Other:

 Must be able to pass a background check and receive/maintain a license or permit from the Shawnee Tribe Gaming Commission

 Must be able to complete pre-employment drug test with a negative result