About this role
WHAT'S IN IT FOR YOU
- Competitive salary starting at $143,231.58 - DOE with discretionary performance bonuses 2x a year!
- Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
- Complimentary meals and covered team member parking.
- Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
- Company-paid gaming licenses (Class A & Class B).
- Variety of additional voluntary benefits and retirement plans.
WHAT YOULL DO
- Maintain a proactive presence on the casino floor, resolving guest complaints and issues immediately and effectively.
- Ensure service delivery aligns with Muckleshoot Casino Resort's brand standards, creating a positive image of the property and team members.
- Model the professional behavior and appearance expected of all team members.
- Provide actionable feedback to optimize the guest experience, identifying opportunities for continuous improvement.
- Collaborate with various departments to meet financial, operational, and guest service objectives.
- Maintain an up-to-date understanding of casino operations, special events, and promotions.
- Ensure proper execution of emergency response protocols and interactions with regulatory agencies.
- Provide recommendations and coordinate with managers regarding immediate team member suspensions and patron exclusions.
- Maintain knowledge of Muckleshoot Casino Resort's internal controls, HR policies, and operational procedures.
- Enforce compliance with gaming regulations, including anti-money laundering, Bank Secrecy Act, and game integrity protocols, including but not limited to Title 31 procedures.
- Regularly liaise with the Office of the COO and CEO, providing clear and effective reports to support strategic decision-making.
- Assist Team Members in the development and implementation of personalized succession planning.
- Ensure consistent and accurate communication of all relevant information across departments.
- Create, maintain, and facilitate a positive work environment.
- Smile and engage Guests and Team Members with a positive professional demeanor.
- Practice, support, and promote the Mission, Vision, and Values of Muckleshoot Casino.
- Work closely with Security during emergencies and/or evacuations to ensure adherence to proper protocols and policy.
- Conduct walk-throughs during the shift to ensure issues involving equipment/signage malfunctions, facility areas in disrepair and casino safety and cleanliness are timely addressed and rectified.
- Perform other duties as assigned.
WHAT YOULL BRING
- Ability to obtain a Class IIIA gaming license.
- Bachelors degree in a related field preferred.
- Minimum 5–10 years of progressive leadership experience, specifically in casino gaming, hospitality, resort operations, with demonstrated responsibility for property operations and guest service.
- Valid WA Drivers License.
- Proficient with Microsoft Office (Excel, Word, PowerPoint) and player tracking systems.
- Knowledge of training development, infrastructure implementation, and marketing systems.
- Strong knowledge of gaming regulations, internal controls, company policies, and applicable regulatory requirements, including Title 31/BSA.
- Proven ability to exercise independent judgment, make timely decisions, and manage emergencies, escalated guest situations, incidents, and business continuity needs.
- Capable of managing multiple tasks simultaneously and efficiently.
- Strong situational awareness and risk management skills, with the ability to identify and address emerging guest service, safety, operational, and reputational concerns.
- Excellent written and verbal communication skills, including incident reports, operational summaries, and executive communications.
- Demonstrated financial and business acumen, including operational performance, labor management, expense control, revenue opportunities, and risk assessment.
- Ability to monitor overall property performance and respond to changing operational needs across gaming, hotel, F&B, entertainment, special events, and other business areas.
- Committed to providing exceptional service to both internal and external guests.
- Experience with high-volume, complex casino operations.
- Exceptional leadership skills, with the ability to inspire and motivate cross-functional teams, foster collaboration, and drive results in a fast-paced environment.