Casino Operations Shift Manager

Job Summary:

Oversees the strategic and operational management of Slot Operations, Casino Beverage, and Table Games, with a strong emphasis on delivering exceptional guest service and safeguarding casino assets. Ensures daily operations align with federal, state, and gaming regulations. Fosters a positive work environment by actively motivating, coaching, and developing team members to enhance performance and engagement.

Qualifications:

• Required high school diploma or equivalent.

• Required 1-year casino experience, preferably in slot operation.
• Required previous knowledge of casino rules, regulations and procedures pertinent to slot operations and beverage service.
• Required previous guest contact experience.
• Must be at least 21 years of age.
• Must possess strong supervisory and leadership skills.
• Must possess basic math skills.
• Must have strong knowledge of the various internal written and verbal codes/abbreviations.
• Must project professionalism and possess excellent verbal and written communication skills. 

Essential Job Functions:

• Assists the Director of Casino Operations in implementing departmental strategies, including hiring, onboarding, training, and procedural development.
• Provides direct leadership to Slot, Table Games, Beverage, and Valet teams, ensuring alignment with company goals and service standards.
• Monitors the appearance and functionality of all casino facilities and service areas, ensuring cleanliness and readiness at all times.
• Manages daily and weekly staffing levels, floor and bank assignments, and break schedules to ensure optimal coverage and efficiency.
• Develops and delivers training programs for all frontline employees, including dealers, slot attendants, beverage servers, and valet staff.
• Conducts performance evaluations, recommends promotions and wage adjustments, and ensures timely and accurate documentation of all personnel actions.
• Provides coaching and corrective action to maintain high performance and compliance with company standards.
• Oversees the operation of Table Games, ensuring adherence to game procedures, internal controls, and gaming regulations.
• Ensures dealers are trained, scheduled, and performing to departmental expectations.
• Monitors game integrity, player disputes, and dealer performance, taking corrective action as needed.
• Ensures compliance with all internal policies, gaming regulations, and federal/state laws.
• Verifies jackpot transactions and ensures proper documentation in accordance with IRS and internal control procedures.
• Maintains the security of all games, assets, and personnel.
• Builds and maintains strong relationships with guests, resolving disputes professionally and ensuring guest satisfaction.
• Promotes long-term guest loyalty through consistent, high-quality service and personalized engagement.
• Coordinates daily operations with support departments to ensure smooth service delivery.
• Handles employee concerns and grievances with fairness and professionalism.
• Identifies opportunities to improve departmental efficiency and enhance the guest experience.
• Makes recommendations to the Director of Casino Operations to support business growth and operational excellence.
• Stays current on all required staff and supervisory training, including responsible gaming, alcohol awareness, safety, sanitation, and guest service.
• All team members will follow the Everyone Greets Everyone (EGE) policy. It is the expectation that every team member, front or back of house, should proactively seek out opportunities to greet guests and their fellow team members daily. EGE policy states teams members should: acknowledge guests and fellow team members within 10 feet; initiate friendly verbal greeting within 5 feet; keep your head up, look around (“head on a swivel”); look for opportunities to greet guests and others; please remember that when you are on the floor, you are “on stage”.
• Team members will participate in all mandatory meetings and pre-shift BUZZ sessions.
• Must be able to get along with co-workers and work as a team.
• Ability to read, write, speak and understand English.
• Must be able to respond to visual and aural ques.
• Must present a well-groomed, professional appearance.
• Meets the attendance guidelines of the job and complies with all state, federal and regulatory policies and procedures.
• Must be able to work a varied schedule including holidays, nights and weekends as needed.
• Must be able to work a reasonable amount of overtime when required.
• Perform other duties as assigned. 

Physical, Mental & Environmental Demands:

• Must be able to maneuver to all areas of the casino.
• Must be able to lift up to 40 pounds.
• Must be able to bend, reach, kneel, twist and grip items when necessary.
• Must be able to stand and walk for long hours.

• Must be able to work at a fast pace in mentally and physically stressful situations.
• Must be able to work in areas containing secondhand smoke, dust, loud noises and bright lights.

 Harrah’s reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. 

Preference is given to qualified Buena Vista Me-Wuk tribal members and members of other federally recognized tribes.