Responsible to the Chief Operations Officer for the overall tactical and strategic direction of the property. Ensures all aspects of operations are conducted efficiently and effectively to maximize profit potential. Directly supervises department managers in accordance with the organizational structure to ensure staffing, guest satisfaction, property maintenance and appearance.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age.
• Bachelor’s degree in Business Administration or substantially related area plus at least five (5) years of progressively responsible experience in gaming operations.
• Upper-level management experience in gaming operations is required.
• Demonstrated experience in leading or supporting project implementation and change management.
• Ability to apply labor optimization strategies and implement them in operational settings.
• Experience contributing to organizational development initiatives.
• A Master’s Degree is preferred.
• Experience in Hotel industry, Convenience Store, Food & Beverage operation preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvements are effectively relayed to management.
• Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with the members of the applicable team as required.
• Provides timely and accurate analysis of property-related statistics, analytical reports, and related operating expenses that will ensure the property functions in an effective, efficient, and profitable manner.
• Maintains excellent working relationships with Central Services support staff and all applicable agencies to ensure the operations are in compliance with internal policies and procedures and external regulations.

DEPARTMENT OPERATIONS:

• Provides the direction to ensure effective tactical and strategic plans are implemented and designed to maximize both short- and long-term operating profitability.
• Provides support and leadership direction to individuals directly reporting to this position in accordance with the organizational chart.
• Ensures appropriate number of qualified employees are recruited for and retained to ensure services offered exceed the expectations of external and internal guests as well as regulatory requirements.
• Responsible for the selection, training, and performance evaluation of all assigned staff. May recognize, reward, discipline, promote, and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority.
• Visits work spaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures applicable staff is aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Develops and implements staffing plans, training policies, and procedures designed to enhance area of responsibility and guest service standards while maintaining fiscal responsibility.
• Develops and implements staff development plans for those employees who display the necessary skills, motivation and attitude to grow within the company.
• Provides program leadership in employment, employee relations, communications, compensation, recognition, wardrobe, risk management and training to define the work culture and expedite operating procedures.
• Creates and adjusts performance standards, measures and changes in procedures for increased efficiency, and internal/external guest service.
• Creates and adjusts performance standards, measures and changes in procedures for increased efficiency, and internal/external guest service.
• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
• Develops and submits for approval annual property or departmental operating budget and justification assessments.
• Monitors and ensures expenses remain within operational projections or approves variances as may be necessary to ensure services are maintained or enhanced within the area of responsibility.
• Creates and adjusts performance standards, measures and changes in procedures within area of responsibility for increased efficiency, and internal/external guest service.
• Provides timely and accurate analysis of related statistics, analytical reports, and related operating expenses that will ensure the area of responsibility functions in an effective, efficient, and profitable manner.
• Directs the casino operation efforts and provides organization with support in meeting company strategic objectives.
• Develops and recommends strategies, objectives, policies, programs and procedures that maintain a creative and results-oriented casino operation.
• Directs or provides assistance to departments in assessing managerial, supervisory and employee performance as it relates to casino operations.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Ensure that each guest receives outstanding guest service by providing a guest friendly environment which includes greeting and acknowledging every guest, maintaining outstanding standards, solid product knowledge and all other components of guest service
• Encourages mutual respect, dignity and integrity with all employees by modeling Company Core Values and setting a positive example at all times.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are required.
• Requires knowledge of fiscal programming and budgeting processes necessary to manage and to ensure that budget constraints and program timelines are met.
• Requires knowledge and experience with effective leadership techniques, financial reporting/analysis, and cost-benefit analysis.
• Advanced knowledge of MICS and ONGR required.
• Requires abilities to read, write, speak and understand the English language; and read the most complex of documents including journals, industry-specific publications, and legal documents.
• Perform advanced mathematical computations up to and including probability and statistics.
• Protect the Company’s value by keeping information confidential. Follow written and verbal instructions.
• Ability to effectively present information to executive management, public groups, and/or Boards of Directors. Establish and maintain positive relationships with other executive level staff, managerial and supervisory staff, employees, and the general public.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Knowledge of and ability to successfully apply project-management techniques preferred.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence, and presentations to senior leadership as required.
• Utilize MS Office products at intermediate (import/export data, create templates) skill level.
• Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities. Define problems, collect data, establish facts, and draw valid conclusions.
• Travel locally, regionally, or out-of-state as needed and/or at short notice.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and maintaining personal networks.
• Must have the ability to effectively organize materials, set priorities, and provide feedback or follow up.
• Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 20 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a Casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required. Ability to work nights and weekends required.
• Noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• Employee may be exposed to blood/bodily fluids, chemicals and/or hazardous material.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.