JOB SUMMARY:
The Vice President of Gaming Operations is responsible for the Table Games, Poker, Slot Operations and Slots Performance departments for Horseshoe Baltimore. The position reports to the General Manager of the property.
DIRECTLY SUPERVISES:
Table Games Directors & Managers, Poker Managers, Slots Managers, Slot Performance Managers
KEY JOB FUNCTIONS:
- Responsible for leading the Table Games, Poker, and Slots operations.
- Maintains working knowledge of all local jurisdictional gaming laws (federal, state, and local) and attendant regulations as well as company internal controls.
- Responsible for overall department budgets, profit and loss statements, cost analysis, labor analysis, planning and promotions.
- Provides outstanding service when interacting with our guests.
- Attends guest events; builds rapport with premium players and handles any customer concern that cannot be resolved by subordinate employees.
- Investigates reports of variances and takes appropriate action in accordance with company and departmental policies and procedures, as necessary. Ensures regulatory compliance with all policies and procedures and monitors internal control environment of department.
- Establishes procedures to uphold strict adherence to state regulations and internal controls related to departmental processes.
- Partners with ESS Gaming leadership to execute strategies to ensure the table games and slot product mix are the best in market and consistent with the Horseshoe brand.
- Ensures staff is scheduled properly and aligned with business volumes.
- Applies Lean principles/techniques (i.e. applies countermeasures for waste, conducts daily visual mgt. and participates in kaizen events) to ensure quality and customer service is continuously improved.
- Provides legendary leadership to all Table Games team members.
- Develops a strong working relationship with all department managers to ensure unity and consistent direction.
- Ensures all CTR requirements are being met by department.
- Supervises overall staff performance as it pertains to gaming procedures, game security and compliance with Maryland Lottery and Gaming Control Agency Regulations and internal controls.
- Focuses supervisors in accomplishing the goals of the gaming areas. Assists shift managers and supervisors with shift scheduling, training, writing/administering performance appraisals, procedural and regulatory compliance, and places special emphasis on great guest service.
- Acts as Slot Compliance Officer and enforces slot department operating procedures and ensures adherence by all shift employees.
- Reviews jackpots and approves jackpots of $10,000 or more before a payoff can be made.
- Implements and evaluates new programs designed to improve daily slot operations.
- Practices, observes and enforces safety rules and regulations for all shift employees and ensures the safety and welfare of casino guests.
- Responsible for the opening/closing of each shift, including the issuance and accountability of slot machine keys, on-line system cards, tools, radios, as well as proper signing and control of issued equipment.
- Establishes and endorses the business objectives, ethics and values of the Company in accordance with the Code of Commitment and Service Profit Chain.
- Leads the departments by creating a positive, supportive environment where talents, skills, and trade practices are exchanged, practiced and enhanced.
- Sets performance expectations and provides coaching, career development planning and operational support for all direct reports.
- Meets individually with direct reports periodically to discuss career goals, identify skills needed to achieve goals and from those discussions, creates meaningful development plans to strengthen talent and expertise.
- Prepares direct reports for next career opportunity and greater responsibility through talent profiles and succession planning.
- Serves as a dynamic, positive leader, while fostering teamwork, employee morale, motivation and open communication.
- Acts as a role model and coach while developing employees using a consistent, approachable demeanor with clearly articulated expectations.
- Demonstrates leadership skills in determining a vision, while aligning and inspiring the team to achieve the vision.
- Works as a change agent to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness.
- Creates initiatives to improve the employee experience and employee opinion ratings.
QUALIFICATIONS:
- Bachelor's Degree (or equivalent from a two-year college or technical school) or 3-5 years equivalent training/experience required.
- Minimum of five years table games experience with progressive supervisory/management experience required.
- Literate and fluent in English.
- Demonstrated ability to communicate effectively, both verbal and written.
- Demonstrated ability to deal effectively with employees at all levels.
- Strong organizational and analytical skills.
- Computer literacy.
- Ability to handle complex and emotional issues.
- Acts as a role model to other employees and always leads by example.
- Adheres to all regulatory, company and department policies and procedures.
- Must project professionalism and possess excellent verbal and written communication skills.
- Professional appearance.
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