GENERAL SUMMARY

The Shift Manager of Table Games is responsible for the overall financial performance of Table Games for their assigned shift by effectively retaining current valued players and attracting new potential players. 

CORE SCOPE OF POSITION

Adheres to, interprets, enforces, and explains established Viejas and departmental policies and procedures as well as applicable tribal regulatory procedures and requirements. Maintains comprehensive knowledge of, adherence to, and/or enforcement of all written/internal controls and procedures within the department and casino. Keeps Vice President of Table Games informed of all relevant and pertinent information regarding the gaming activity of an assigned shift. Maximizes profitability by managing labor hours through effective scheduling (using historical data or other relevant factors affecting anticipated volume), proactively managing table minimums, and opening and closing tables in a timely manner.  Proactively partners with the Marketing Department to communicate the voice of the Table Games players, current trends of the industry, and daily feedback from our guests, to ensure maximum results spent on marketing campaigns.  Partners with Player Development to establish and maintain contact with VIP players; participates in contacting inactive players; and participates in special events targeted at Table Games players. Coaches, monitors, and develops Table Games Leadership team for improved performance. Ensures that the supervisors hold the dealers accountable and provide all necessary support to assist them in meeting their guest service and performance expectations. Maintains a high level of awareness of the efficient operation of all games by frequently walking through the table games area. Observes team members and supervisors’ behavior, game pace, service environment and all other factors that contribute to the overall success of the operation. Ensures guest service experience is maintained at, or above, established Viejas standards. Establishes personable relationships with as many guests as possible in order to maintain a welcoming and inviting atmosphere in support of Viejas guest service focus and image. Resolves guest disputes in a reasonable, professional and equitable manner. Knows the current monthly promotions and special events. Ensures Table games Team members are aware of marketing promotions and changes to the casino. Regularly checks active ratings to ensure accuracy. Accepts accountability for the supervisors being active participants and contributors to the guest experience. Develops, implements, maintains, and monitors positive team member relations through effective communication. Provides support and assistance to floor supervisors during peak volume situations, aiding in tasks, services, and breaks. Establishes and maintains open communication with senior management, other casino team members, Surveillance Department, and the Gaming Commission in order to maintain Viejas standards of service, operational efficiency, cleanliness of facility and safety. Maintains open lines of communication and flow of information to Shift Managers of other shifts, ensuring consistency of operation and administrative application. Analyzes and reviews departmental related reports. Researches possible marketing strategies and remains abreast of changes in the gaming industry. Reviews and provides input for changes to casino floor. Makes recommendations, revises, and/or makes additions to departmental policies and procedures to improve table games operations and performance. Attends all training as required by gaming, the Table Games Department or Viejas Casino. Participates in special projects and other duties as assigned.

Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

STYLE SERVICE COMMITMENT:

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

Is a role model of the Viejas’s service culture. Leads by example and creates strong morale and engagement in his/her team. Communicates company and departmental goals and fosters open communication across the department. Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement. Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

Interacts with internal and external guests with a positive attitude and professionalism at all times. Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

SUPERVISION

Provides direct supervision to Floor Supervisor and Assistant Shift Manager. Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.