DIRECTOR OF CASINO OPERATIONS

SUPERVISES: Casino Managers

REPORTS TO: General Manager

EDUCATION: College degree preferred but not required.

EXPERIENCE:

· Minimum 8-10 years progressive casino operations experience.

· Minimum 5 years senior leadership experience overseeing multiple gaming departments.

· Extensive knowledge of:

o Slot Operations

o Table Games Operations

o Players Club and Loyalty Programs

o Player Development

o Gaming Analytics

o Revenue Management

o Internal Controls

o PGCB Regulations

o Title 31 / AML Requirements

· Demonstrated success managing multimillion-dollar gaming revenue operations.

· Proven ability to lead large teams through operational and cultural change.

· Strong financial, analytical, and strategic planning skills.

· Experience with budgeting, forecasting, labor management, and casino marketing initiatives.

· Experience managing VIP programs and high-value player relationships.

Able to lift or carry 50lbs occasionally

Able to stand and walk 8-10 hours

***************************************************************************************************************

JOB RESPONSIBILITIES:

Strategic Leadership

· Develop and implement gaming strategies that maximize casino profitability and market competitiveness.

· Establish annual operating plans, departmental goals, revenue targets, and performance standards.

· Participate in strategic planning and property-wide initiatives as a member of the executive leadership team.

· Evaluate gaming performance trends and recommend operational improvements and investment opportunities.

· Lead change initiatives that improve business results and guest experiences.

Casino Operations Oversight

· Direct all Table Games, Slot Operations, Players Club, and Player Development functions.

· Ensure optimal staffing, scheduling, and operational coverage throughout gaming operations.

· Monitor gaming activity, floor performance, hold percentages, game mix, and operational efficiency.

· Evaluate slot product performance and make recommendations regarding game placements and acquisitions.

· Ensure efficient management of pits, table limits, staffing models, and game protection procedures.

· Maintain the highest standards of operational execution and guest service across all gaming areas.

Revenue Optimization

· Drive gaming revenue growth through effective operational leadership, product optimization, and player reinvestment strategies.

· Monitor daily, weekly, monthly, and annual gaming KPIs.

· Analyze labor costs, departmental expenses, gaming performance metrics, and player reinvestment programs.

· Develop and manage annual operating budgets and capital expenditure plans.

· Identify opportunities to improve profitability while maintaining compliance and service standards.

Player Development and VIP Relations

· Lead all player development initiatives and VIP relationship management activities.

· Establish player segmentation strategies and reinvestment guidelines.

· Develop programs designed to acquire, retain, and reactivate high-value guests.

· Foster strong relationships with key players through direct interaction and exceptional service.

· Collaborate with Marketing to develop promotions, events, and guest engagement programs.

Compliance and Risk Management

· Ensure full compliance with all Pennsylvania Gaming Control Board regulations.

· Maintain strict adherence to:

o Internal Controls

o Title 31 / AML requirements

o Responsible Gaming standards

o Company policies and procedures

· Partner with Compliance, Surveillance, Security, Finance, and Internal Audit to maintain regulatory readiness.

· Participate in audits, investigations, and regulatory reviews as required.

· Promote strong game protection and asset protection practices throughout the operation.

Team Leadership

· Lead, develop, coach, and mentor all gaming operations leaders.

· Create a culture focused on accountability, service, teamwork, and operational excellence.

· Oversee recruitment, succession planning, performance management, and employee development.

· Conduct regular performance evaluations and leadership development initiatives.

· Foster employee engagement and positive workplace culture.

Guest Experience

· Champion a guest-first philosophy throughout gaming operations.

· Ensure exceptional service standards are consistently maintained.

· Resolve escalated guest concerns in a professional and timely manner.

· Represent the casino during VIP events, community functions, and special property events.

Financial Management

· Develop departmental budgets and revenue forecasts.

· Monitor gaming performance and operational expenses.

· Recommend capital improvements and technology investments.

· Ensure responsible stewardship of company assets and resources.

SPECIAL REQUIREMENTS

· Must maintain a Pennsylvania Gaming Control Board Key Employee License.

· Must be available to work flexible schedules including nights, weekends, and holidays as business needs require.

· Must be able to lead on-property operational activities during peak business periods.

· Must demonstrate the highest level of professionalism, confidentiality, ethics, and integrity.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.