Shift Manager - Sand Springs

Overview

This position is responsible for providing leadership and oversight in the operation of all casino activities in the absence of the GM, including but not limited to: providing leadership to assigned staff, ensuring effective internal and external communications, exercising appropriate judgment and decision making skills, and ensuring that all departmental operations are monitored and conducted efficiently and effectively. Also ensures effective tactical and strategic budget development and implementation; interfaces with other departmental and operations personnel to communicate and/or coordinate with those individuals in order to enhance overall company profits.

MINIMUM QUALIFICATIONS:

• Must be at least 21 years of age. 
• Bachelor’s degree in Business Administration or substantially related area from a four-year college or university plus at least one (1) year of progressively responsible leadership experience; or five (5) years progressively responsible experience within specific area of responsibility; or three (3) years of supervisory experience within the casino gaming industry in an equivalent area of responsibility.
• Prior supervisory experience is required. 
• Required to obtain an ABLE liquor license.
• A Master’s degree is preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

Responsibilities

GUEST SERVICES

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Greets guests in the casino. 

DEPARTMENT OPERATIONS

• Develops and implements work schedules, performance standards, plans and/or programs to ensure effective and efficient services are delivered by the department.
• Approves time for assigned staff and monitors overtime.
• Participates in social events and special promotions
• Maintains security of all games, monies and personnel. 
• Remains alert to any unusual or questionable activity by casino employees or gaming guest and takes appropriate action to correct the situation within established policies and procedures.
• Coordinates with other departments for efficient floor operations involving game changes.

REGULATORY COMPLIANCE

• Monitors all relevant activities of the department, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by department personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act. 
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.
• Verifies all paperwork for jackpots as needed.
• Maintains the Departmental Shift Log noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.

BUSINESS GROWTH/DEVELOPMENT

• Ensures assigned staff accurately prepare detailed daily, weekly, and monthly operating reports as needed.
• Continuously analyzes operations and recommends improvement, and effectively relates ideas for improvements, as well as soliciting employee input.

ORGANIZATIONAL GROWTH/DEVELOPMENT

Leadership

• Provides support and leadership direction to individuals directly reporting to this position in accordance with the organizational chart.
• Ensures appropriate number of qualified employees are recruited for and retained to ensure services offered exceed the expectations of external and internal guests as well as regulatory requirements.
• Responsible for the selection, training, and performance evaluation of all assigned staff.  May recognize, reward, discipline, promote, and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority. 
• Visits work spaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures departmental staff are aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Develops and implements staffing plans, training policies, and procedures designed to enhance departmental operations and guest service standards while maintaining fiscal responsibility.
• Develops and implements staff development plans for those employees who display the necessary skills, motivation and attitude to grow within the company.

Judgment/Decision-making

• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding departmental operational matters, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
• Continually evaluates means and methods of departmental operations to ensure maximum efficiency. Implements timely corrective action as necessary to ensure achievement of objectives.

COMMUNICATION

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter. 
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the department by presiding over scheduled meetings with the members of the departmental team as required.
• Effectively relates ideas for improvements, as well as soliciting employee input, both inside and outside the department.

SYSTEMS

• Develops and submits for approval annual departmental operating budget and justification assessments.
• Monitors and ensures expenses remain within operational projections or approves variances as may be necessary to ensure departmental services are maintained or enhanced.
• Creates and adjusts performance standards, measures and changes in procedures for increased efficiency, and internal/external guest service.
• Provides timely and accurate analysis of departmental related statistics, analytical reports, and related operating expenses that will ensure the department functions in an effective, efficient, and profitable manner. 
• Performs all other related and compatible duties as assigned.

Qualifications

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl. The employee must be able to lift at least 20 lbs and push, pull, or drag up to 50 lbs. Employee must be able to stand for long periods of time. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee is regularly exposed to fumes or airborne particles, including second-hand environmental smoke.    The noise level in the work environment is moderate to high.  The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.