Operations Performance Manager Jobs in Altus, OK

SUMMARY
The Lead Casino Service Supervisor safeguards the assets of the casino by overseeing the Casino Service Representatives, and cage functions to ensure that monetary transactions are properly conducted for guests and team members in an accurate, professional, and courteous manner.
This position is also responsible for assisting in marketing/promotional activities that are designed to create memorable experiences for Guests to strengthen relationships to maximize Guest loyalty.
All duties are to be performed within the guidelines of the organization's policies and procedures, tribal regulations, and all federal/state laws, as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
1. All Team Members must embrace and deliver Kiowa's Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP's, and any other related training.
2. Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
3. Ensure proper money-handling procedures are performed in time-sensitive and accurate manner.
4. Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow employees.
5. Responsible for the security of the company's assets, which includes verification of cashiering transactions within their respective area.
6. Verify all currency and chips given or received and accuracy of bank issued from vault, finalize and balance cash drawer.
7. Assist in managing cage inventory to include chip bank, main bank, check bank, front window, and booth inventories.
8. Enroll new guests in marketing systems to issue players cards.
9. Must verify the Banks and/or Windows on their respective floor at the end of each shift and complete a Daily Shift Report outlining any variances, or problems.
10. Assist in the delivery of marketing promotions for Guests.
11. Responsible for conveying marketing communication for internal and external Guests, conveying essential information regarding any and all data related to marketing programs.
12. Recruit, select, train, coach, counsel, recognize and retain direct reports.
13. Maintain knowledge of all gaming machines on casino floor, Kiowa Casinos' player tracking system, and casino promotions.
14. Apply fair and consistent supervision and monitoring of performance, training and teamwork.
15. Abide by Title 31 requirements.
16. Maintain a high level of Guest confidentiality and professionalism.
17. Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.
18. Maintain knowledge of special events, hours of operation, and other pertinent information.
19. Perform additional duties or projects, as assigned.
The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.
JOB DEMANDS
Physical
The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.
While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary. Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours. Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 35 pounds. Visual acuity to discern and examine text, graphics, color, and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office equipment and examine documents, records and files. Job may sit, lift, move, carry, and balance heavy objects and involve standing and walking for hours at a time.
Confer with Human Resources for additional information, as needed.
Mental
Social perceptiveness to assess and understand other's reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents. Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines. Ability to concentrate on tasks over a period of time without being distracted.
Work Environment
The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business. Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions. Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs.
Success in this position will require ongoing knowledge and application of the organization's key performance indicators that include but are not limited to interpersonal and communication ski/ls, change management and teamwork, customer service and satisfaction, integrity, and dependability.
The above statements are intended to describe the general nature and level of work being performed. They should not be construed as an exhaustive list of all the essential duties, responsibilities, and requirements of the job. Kiowa Casino and its governing authorities reserve the right to substitute, amend, change, modify or discontinue any or all portions of this job description or job functions.
STATEMENT OF UNDERSTANDING
I have read and understand what is expected of me in this position and agree to perform these responsibilities and duties to the best of my abilities for the compensation provided. I further agree to immediately inform my supervisor{s) when/if my ability to perform is hindered or enhanced in any way.
Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing a three-month introductory period.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, and/or ability required.
EDUCATION & EXPERIENCE
• High School diploma or GED is required.
• 2 years' progressive cashiering experience or equivalent combination of education and experience
preferred.
• Working knowledge of the Gaming Industry and the regulations governing gaming operations preferred.
REQUIREMENTS, SKILLS & ABILITIES
• Must be at least 21 years of age.
• Regular and reliable attendance.
• Must be able to work in a fast-paced environment.
• Ability to work cooperatively with all departments and all team members.
• Ability to maintain a professional appearance and demeanor.
• Ability to maintain high confidentiality.
• Ability to independently manage multiple tasks in a professional manner.
• Ability to work independently with minimal supervision.
• Ability to prioritize tasks and meet deadlines.
• Ability to follow directions.
• Ability to count large sums of money.
• Ability to process basic mathematical functions.
SUPERVISORY RESPONSIBILITIES
This position may act in supervisory capacity of Customer Service Representatives in accordance with the organization's policies & procedures.
LICENSES & CERTIFICATIONS
• Ability to obtain and maintain Gaming License is required.
• Key positions require knowledge-and application of Title 31 reporting requirements.
• Must have the ability to pass comprehensive background check and drug test.