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Operations Manager
Full Time
USD 0.0 - 0.0 / hr
18 applicants
posted 25 days ago

Job Description


The Operations Manager oversees the day-to-day operations of the casino & hotel and all customer touch points. The manager is responsible for ensuring the highest levels of guest satisfaction to all who enter the premises. This role will encourage and support staff to deliver exemplary customer service standards and uphold standard operating procedures that ensure a warm, welcoming and safe guest experience and work environment.


  • Review staffing levels, delegate authority and assign responsibilities via appropriate channels.
  • Review operations activities and promotional status with General Manager and other Executives.
  • Ensure Team Members are providing exceptional guest service in all areas according to our sequence of service and documenting when appropriate.
  • Assist in directing, planning and implementing policies, objectives and activities in order to maintain a successful operation while increasing productivity.
  • Determine area of program improvements, policy changes and make recommendations to Executive team to enhance the success of the operations.
  • Provide management control and direction to department Managers, assists Managers or Supervisors in the absence of department Directors to assure the successful performance of the casino operations, and the property in general.
  • In the absence of primary directors, the Operation Manager will provide supervision to property Managers and Supervisors, and will at varying times, be the senior management person at the property.
  • Address problems immediately as they arise when on duty, either with Team Members or guests. Handles complaints from guests maintaining satisfactory impressions.
  • Meet with top management and keeps them informed about the running of the organization, problem areas and recommendations. Attend departmental meetings when appropriate.
  • Ensure/validate service standards.  Work closely with the company’s functional departments to provide input and feedback to assist in ensuring product performance as well as developing innovative and creative ways to meet or exceed the requirements of our guests.
  • Complete daily DSR reports for circulation to Executives. From time to time will perform Executive Level duties. 
  • Bring closure to outstanding issues/investigations by following up with all parties involved in the matter. 
  • Respond to guest surveys, comment cards, web/email inquiries and any other guest feedback in a timely manner.
  • Responsible for team member engagement and recognition.
  • Actively participates in monthly GLL meetings and volunteers for property events.
  • Minimum Requirements:



  • 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, principles and processes; ability to conduct guest needs assessment, 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 (ie financial data, casino policies, promotions, personnel matters and guest information)
  • Maintaining interpersonal working relationships among all personnel.
  • Willingness to assume overall responsibility relative to the performance of the casino & hotel 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.


  • Ability to sit 20% of the time and stand 80% of the time
  • Lifting up to 15lbs
  • Pushing/Pull up to 50lbs
  • Carry up to 25lbs


  • A 4-year degree in a related field or equivalent work experience in a hospitality/service industry experience required.
  • Supervisor/Manager experience a must
  • Gaming industry experience preferred
  • Experience in presentations and facilitation of meetings
  • Must be able to obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission. 
  • Must be proficient in Word, Excel, Access, Outlook and PowerPoint
  • Database experience a plus