GET TO KNOW THE ROLE

The COO ensures operational efficiency, profitability, and top-notch customer service. Ideal candidates possess extensive industry experience, ideally progressing to executive roles while demonstrating a high-level understanding of business acumen and industry-specific expertise.

WHAT YOU’LL DO

• Exemplifies MCR’s values and sets a great example by always demonstrating excellent guest service and professionalism.
• Practice, support, and promote the mission, vision, and values of Muckleshoot Casino Resort.
• Lead in the development of strategic and tactical marketing and business techniques to increase Casino brand awareness.
• Develop and implement operational strategies to optimize efficiency and maximize profitability across all departments, including, but not limited to, gaming, resort and hotel, food and beverage, , and facilities management.
• Monitor day-to-day operations to ensure adherence to company policies, regulatory requirements, and industry standards.
• Foster a culture of excellence and continuous improvement to enhance guest satisfaction and loyalty.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission.
• Collaborate with the CFO to develop budgets, forecast revenues, and manage expenses to achieve financial targets.
• Analyze financial reports and key performance indicators (KPIs) to identify opportunities for cost savings and revenue growth.
• Implement strategies to drive revenue generation, such as promotions, events, and marketing initiatives.
• Collaborate extensively with the hotel and food and beverage departments to ensure the highest standards of cleanliness, comfort, and quality across all facets of the resort, gaming, and food and beverage outlets.
• Champion the success and reputation of these areas, driving initiatives to enhance guest experience, optimize operational efficiency, and maintain a superior level of service.
• Actively engage with department heads and staff to implement best practices, monitor performance metrics, and continuously improve processes.
• Collaborate with CEO in setting and driving organizational vision, operations strategy, and hiring levels.
• Translate strategy into actionable steps for growth, implementing organization-wide goal setting, performance management, and annual operations planning.
• Oversee company operations and employee productivity, building a highly inclusive culture that ensures team members can thrive and that organizational goals are met.
• Ensure effective recruiting, onboarding, professional development, performance management, and retention.
• Ensure compliance with national and local business regulations and take appropriate action when necessary.
• Oversee the gaming floor operations, including table games, slot machines,  and other gaming amenities.
• Identify emerging trends and market opportunities to stay ahead of the competition and adapt to changing customer preferences.
• Evaluate potential investments, partnerships, and acquisitions to support strategic objectives.
• Ensure compliance with gaming regulations, including licensing requirements, responsible gaming practices, and anti-money laundering protocols.
• Work closely with the compliance and security teams to mitigate risks and maintain a secure gaming environment.
• Work with the CEO to fulfill goals of Tribal employment and personnel development, including training and promoting qualified Tribal members.
• Create new events and promotions that increase profitability.
• Communicate all marketing objectives and programs to team members, vendors, suppliers, and marketing partners.
• Oversee the handling, storing and safekeeping of records, documents, and casino assets.
• Monitor all aspects of purchasing and billing for accuracy.
• Promote excellent guest service.
• Work as a member of the executive team to promote overall company effectiveness and efficiency.
• Create, maintain, and facilitate a positive work environment.
• Smile and engage Guests and Team Members with a positive professional demeanor.
• Perform other duties as assigned.

What You’ll Bring

• Bachelor's degree in business administration, hospitality management, or a related field; MBA or equivalent preferred. Master’s Degree in a related field highly preferred.
• 10 (Ten) years or more of experience in executive leadership roles.
• Proven track record of success in senior management roles within the gaming and hospitality industry.
• Thorough understanding of casino operations, gaming regulations, and industry best practices.
• Strong financial acumen and experience managing budgets, analyzing financial data, and driving revenue growth.
• Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire teams.
• Strategic thinker with the ability to develop and execute business plans in a dynamic and competitive market. 

How You'll Be Successful

• Present a solid track record in developing and implementing successful marketing strategies and the ability to lead a team in the achievement of required objectives.
• Demonstrate ability and willingness to work long hours and flexible schedules, including nights, weekends, and holidays.
• Demonstrate ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Exhibit commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
• Demonstrate strong interpersonal and communication skills and ability to achieve desired results without compromising business relationships.
• Advanced knowledge of document management and demonstrated proficiency in using database mining techniques and tools to develop, test, measure and analyze.
• Advanced knowledge of the rules, procedures, and processes related to Marketing operations.
• Proficient in correct English and business writing skills, including grammar, spelling, punctuation, and vocabulary. Read, write and speak English fluently.
• Demonstrate knowledge of financial analysis and projection techniques; budget controls and revenue projections; and supervisory principles, practices, and methods.
• Proven skills to recommend adjustments to marketing and promotional campaigns based on cost versus profit analysis.
• Demonstrate ability to make decisions based on property needs related to business levels and staffing, guest service issues (real or perceived) and balancing guest requests with property profitability and policies.
• Outgoing personality, approachable demeanor, and strong communication and leadership skills.
• Proven ability to handle multiple tasks within a high-pressure environment with speed and accuracy.
• Established ability to work with and maintain confidential materials and information.
• Demonstrate resourcefulness, creativity, and strong problem-solving skills.
• Proven ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community.
• Examine and resolve issues arising from the department’s programs, services, and functions, while successfully dealing with a variety of situations in order to collect data, analyze facts, and determine appropriate responses.
• Confirmed ability to organize and prioritize projects.
• Demonstrate proficient and effective time management skills.
• Demonstrate advanced proficiency using applicable software and applications, including player tracking and BI analysis tools/systems. 

What to Expect

Availability – Ability to work 40+ hours per week, holidays, weekends, and nights to support a 24/7 operation.

Physical – Ability to maneuver in all areas of casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push or pull up material or boxes necessary to the job function, with or without assistance.

Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.

Genuine & Pride: As a Team Member, your authentic character and pride in representing the Muckleshoot name go beyond job titles. This is not just about what's described in your role, but also about taking collective ownership of our environment. Whether it is pushing in chairs, collecting glassware, or picking up garbage, every shared act contributes to the reputation of Muckleshoot Casino Resort. True pride in our brand means ensuring a welcoming environment for all, recognizing that each of us plays a part in upholding the esteemed reputation we've built together.

Guest-Centered Hospitality: Muckleshoot Casino Resort focuses on offering personalized and welcoming experiences highlighting hospitality over basic services, emphasizing genuine connections and thoughtful recommendations. At Muckleshoot Casino Resort, we are dedicated to taking personal responsibility for bringing these moments to life – it is what we take pride in.