The General Manager (GM) manages the business affairs of Tribal Gaming and associated entertainment activities to achieve Miami Nation Enterprises (MNE) operational goals. The duties of GM shall include all duties normally associated with general management responsibility of a substantial gaming enterprise, including but not limited to personnel management, fiscal and operational controls, budgeting, physical maintenance, regulatory compliance, marketing, accounting, guest services, and community relations. GM shall perform all duties necessary to ensure that Tribal Gaming operates in an efficient, professional manner to maximize Tribal Gaming profits. The GM shall provide monthly reports related to operations, finances, and regulatory issues to the MNE (Board), CEO, or their delegates.
The GM shall exhibit exemplary leadership qualities in all employees, demonstrating the core values of MNE. The GM shall always be mindful of the gaming endeavor's mission to provide funding for programs that benefit the Miami Tribe of Oklahoma. The General Manager will be the focal point for establishing a culture of service, integrity, and respect throughout the organization.
Accountabilities:
Responsible for maintaining the highest standards of customer service and satisfaction. Consistently monitors and improves the guest and customer experience as measured by personal interaction, departmental interaction, and surveys. Monitors and tracks individual and departmental performance. Protects the integrity of gaming and the casino's assets through diligent implementation of all gaming regulations. Uses data and analytics to measure performance against prior periods and general market trends.
Essential Duties and Responsibilities:
Planning, organizing, and directing Prairie Moon Casino's overall activities. This includes developing and presenting a budget, financial planning to execute the budget, daily or shift reports to accounting, purchasing, supply management of materials and equipment, and supervision of casino personnel.
Responsible for developing and implementing, and adhering to all casino policies and procedures, long-term planning, review of department budgets, gaming reports, and review of financial statements.
Responsible for all guest prize disputes, including investigation, response, and documentation of findings supporting the decisions.
Responsible for an annual detailed listing of recommended capital expenditure items for each budget year.
Ensure adherence to all applicable tribal, state, and federal regulatory agencies and laws.
Ensure adherence to all approved Casino Policies
Ensure compliance with all Title 31 and BSA requirements through oversight of the Compliance Manager.
Responsible for the following programs: Back of the House, Players Club Reports, and Key Performance Indicator reports (monthly, quarterly, and annually).
Analyze the existing guest satisfaction data to identify strengths and weaknesses in the organization. Creates reports delivered to upper management on these and offers solutions.
Respond to all forms of communications from guests and customers, including e-mails, letters, and phone calls, by directing the message to the appropriate department head and responding within established times.
Ability to train and inspire new hires, managers, and supervisors.
Develop a succession strategy by developing the management team's core capabilities and general knowledge of casino operations.
Develop and implement recognition programs for excellent service providers, Supervisors, and Managers.
Remain up to date with the latest industry technology and trends.
Analyze promotions, customer events, and employee recognition events of local gaming competitors.
Remain with and present various information to other organizations, such as the Miami Tribe Business Committee, the Gaming Commission, and the MNE Board of Directors.
Perform other duties as assigned.
Knowledge Required:
Must be knowledgeable about the casino environment, including the slot machine industry, and understand the interlocking relationship of all casino departments and how they function.
Extensive knowledge of customer service and satisfaction within the casino gaming industry.
Proficiency in personal computer applications, including Microsoft Office.
Demonstrate the ability to read, analyze, and interpret documents, regulations, etc., and respond effectively to the most sensitive inquiries or complaints.
the ability to communicate effectively, make presentations, and produce detailed reports for various audiences, including Tribal Officials.
Ability to prepare and manage budgets to achieve bottom-line results.
Qualifications:
10+ years related casino management and leadership experience.
4- year college degree or equivalent experience in a related field required.
Ability to obtain a key employee/management employee gaming license.
Have a thorough understanding of current and evolving MICS standards.
Excellent guest service skills and guest problem resolution skills required.
Strong verbal and written communication skills and demonstrate outstanding leadership.
Must be able to delegate responsibilities, organize complex projects, and establish priorities consistent with casino objectives.
Able to work weekends and other high-volume periods as required.
Adept to change with a positive attitude.
Exemplify honesty and integrity.
Travel
Some local and overnight travel will be required for this position.
Working Environment and Conditions:
The gaming floor environment includes flashing lights, frequent loud noises, and cigarette smoke. Must be willing to work hours and/or shifts as assigned, according to business needs.
Preference in filling this position will be given to qualified Indian applicants in accordance with the Indian Preference Act.
Sooli Entertainment is an Equal Opportunity Employer.