Full Time Operations Manager-TIC

This position is responsible for the planning and directing of site operations along with the overall leadership and mentoring of designated departments. Under the direction of the General Manager, this position will provide independent leadership/direction to Table Games Department but also could include a combination of designated departments including Guest Services, Food and Beverage, and/or Cage and Count. This position ensures adherence to all policies and procedures; identifies and implements improvements to increase operational effectiveness and compliance, and efficiencies to maximize revenues, minimize expenses, enhance the guest experience and provides a safe and welcoming work environment for all employees.  Above all else, management must lead by example to create Great Experiences and Memories for all guests and colleagues

Duties and Responsibilities:

• Helps create an engaged work environment by choosing positivity and fun, recognizing excellent performance and by caring about and supporting our team members every day.
• Contributes to department and site strategic planning activities to increase revenue and reduce expenses, and ensures the department executes related initiatives.
• Participates in budget planning for designated departments and is responsible for oversight and management of related expenses.
• Provides leadership, direction and mentoring to the teams while providing continuous coaching for success to achieve high performance.
• Designated departments include Table Games and may include a combination of Guest Services, Food and Beverage, Slots, and/or Cage and Count.
• Responsible for key performances measures of operating areas- financial, team member engagement, turnover, Guest Service Experience Index (GSEI).
• Monitors and analyzes team member productivity, work skills and behavior's.
• Plans and facilitates team meetings to review performance.
• Administers the Collective Agreement and conducts grievance discussions.
• Reporting irregularities and suspicious activities - financial or otherwise; reviewing and preparing incident reports.
• Develops and cultivates strong working relationships with all stakeholders: guests, management, team members and Regulators.
• Liaises and communicates effectively with other business units as required.
• Ensures compliance of designated departments with policy and procedure, legislation, health and safety and other statutory regulations and programs including the AGCO.
• Anticipates operational and service issues before they escalate, trouble-shoots and resolves guest concerns before they become complaints.
• Performs other duties as assigned or directed

Education and Qualification Requirements:

• Minimum 5-10 years of experience in gaming/ casino management.
• Minimum of 5 years of experience in Table Games in the role of Pit Manager or above
• Experience working in various departments within gaming.
• The ability to obtain registration as a Category 1 Gaming Assistant with AGCO
• Ability to obtain SmartServe
• Post-Secondary education or suitable combination of education and experience.
• Proven leadership skills and the ability to train and develop team members.
• Ability to exceed internal and external guest expectations through timely, effective and service oriented communication.
• A willingness to learn, develop and achieve new skills for personal and professional development.
• Computer proficiency in MS Office
• French language is an asset

Work Environment Considerations

• Fast paced with multiple priorities, deadlines and deliverables, exposure to some conflict, distress and noise.
• The role requires a flexible schedule that adapts to business needs of a 24/7 operation, will have non-traditional work hours including evening or weekend work.

Compliance Requirements

• Every team member must comply with all requirements of the Corporate Ethics & Conduct Manual and with all other corporate policies communicated to the team.
• Every team member will be familiarized with the business process documentation and internal control objectives related to their position, and how their job description aligns with specific internal control activities for which they are responsible.
• Adhering to all company and regulatory policies as they relate to functions of the position

Special Working Conditions

Our reputation is of paramount importance.  As such, we will conduct our business in an ethical and professional manner.  Every team member will be obliged to understand and follow all of the policies outlined in the Corporate Ethics & Conduct Manual and will disclose any irregularities or wrongdoing in accordance with the Company's Whistleblower Policy. The company is committed to sound internal control policies and practices. Every team member will follow the internal control practices required of their position and department

Licensing and Certification Requirements

Permanent employment is dependent upon the authorization and continued approval of Provincial regulatory bodies. New team members will complete an application and will begin work after regulatory approval is received. Existing team members will reapply as necessary, and continuing work will be dependent upon successful renewal.

For positions that require additional certification, the appropriate level of certification must be maintained.