Description

Job Overview: The Manager, Poker Room is responsible for the overall leadership, strategic direction, financial performance, and operational excellence of the Poker Room. This position oversees all poker operations, including cash games, tournaments, promotions, player development, staffing, team member engagement, and guest service, while ensuring game integrity, regulatory compliance, and asset protection. The Manager drives revenue growth and profitability through effective labor management, table utilization, tournament execution, expense control, and operational efficiencies.

Job Duties:

Operations Management

• Directs and oversees all Poker Room operations across cash games, tournaments, and highstakes gaming.
• Ensures appropriate staffing levels and table utilization to maximize guest service and revenue opportunities.
• Utilizes data and reports to manage game availability, waitlists, seating procedures, and dealer assignments.
• Evaluates operational efficiencies and implements process improvements to enhance guest experience and productivity.
• Manages departmental budgets, labor costs, expenses, and business performance metrics.
• Stays up to date on latest industry trends.

Guest Experience & VIP Relations

• Fosters a service culture focused on delivering exceptional guest experiences.
• Builds and maintains relationships with regular players, VIP guests, and high-limit patrons.
• Addresses and resolves guest concerns, disputes, and escalated service issues.
• Supports player development and retention initiatives.
• Ensures guest service standards are consistently executed by all team members.

Game Integrity & Regulatory Compliance

• Ensures the integrity of all poker games and adherence to gaming regulations, internal controls, and departmental procedures.
• Monitors compliance with gaming commission requirements, anti-money laundering procedures, and responsible gaming practices.
• Conducts inquiries related to game disputes, regulatory concerns, or suspected violations.
• Reviews and resolves audit findings and implement corrective action plans as needed.
• Maintains accurate documentation, reporting, and records required by regulatory agencies.

Leadership & Team Development

• Leads, coaches, and develops Poker Room team members.
• Establishes and communicates performance expectations and holds team members accountable.
• Interviews, selects, hires, and promotes team members; plans training and development, manages all aspects of continuous performance management.

Financial Performance

• Analyzes operational and financial performance indicators, including labor utilization, game profitability, tournament performance, and guest retention trends.
• Recommends opportunities to increase revenue through game mix optimization, promotions, and operational efficiencies.
• Manages departmental budgeting and expense controls while maintaining service standards.
• Partners with Gaming Operations leadership to achieve business objectives.
• Manages available marketing funds to create promotions to drive guest visitation.

Occasional Tasks:

• Works in the capacity of Poker Room Shift Manager.
• Has responsibility for the implementation and completion of departmental projects.
• Conducts job specific training, both on the job and classroom training for team members.

Reflects MINIMUM EDUCATION, TRAINING, CERTIFICATION and EXPERIENCE required in order to meet the expectation of this job:

• High school diploma or GED required; Bachelor's degree in Business, Hospitality, Gaming Management, or related field preferred.
• 5+ years of progressively responsible experience in poker operations.
• 2+ years of experience leading and developing both exempt and non-exempt team members, including performance management, coaching, employee development, and accountability for operational results.
• Knowledge of budgetary processes in a casino environment.
• Demonstrated knowledge of poker rules, procedures, game protection, tournament structures, poker room operations and industry best practices.
• Proficient in use of Microsoft Office suite.
• Experience with poker room management systems (e.g. Bravo, Genesis) is highly desirable.
• Knowledge of business practices such as budgeting, expense control, staffing and training.
• Experience interpreting and applying gaming regulations, internal controls, policies, and procedures.
• Proven ability to coach, develop, and hold team members accountable for performance and service standards.
• Strong conflict resolution and decision-making skills with the ability to effectively manage player disputes and operational issues
• Experience utilizing scheduling, payroll, and workforce management systems.
• Strong verbal, written, and interpersonal communication skills.
• Ability to analyze operational data and make sound business decisions.
• Must be 18 years of age or older.

Outstanding Benefits & Awesome Perks: Enjoy competitive weekly pay, outstanding benefits, and advancement opportunities at the SMSC Gaming Enterprise. Eligible Team Members are offered a comprehensive benefits package include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms and free uniform cleaning, and tuition reimbursement.

Who We Are: We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience.

Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.

Be the Experience. Be Bold. Be Mystic.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.