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The Senior Table Games Manager is responsible for the leadership, integrity and performance of the table games department and related staff.  Under the direction of the Director of Gaming Operations, this position will oversee, analyze, train, assess, schedule, and monitor all table games operations, budgets, staffing, and projected revenues, while ensuring a fun-filled, entertaining, and exciting environment where flawless delivery and execution of service excellence is paramount. Manage and oversee the Table Games department, ensuring game integrity, guest satisfaction and table game operations are in accordance with applicable laws, regulations, policies and procedures.  All duties are to be performed within the guidelines of the organization’s policies and procedures, tribal regulations, and all federal/state laws, as needed.

1. All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP’s, and any other related training.
2. Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
3. Develop and monitor adherence to policies and training of personnel, to include customer service engagement and satisfaction, gaming regulatory requirements, and performance assessment.
4. Plan for achieving all Table Games and Poker operational and financial objectives, as well as prepare for succession planning and career development of employees within the department, as needed.
5. Responsible for development and strategic attainment of the Table Games budget and operational objectives.
6. Prioritize tasks, handle multiple projects simultaneously, organize and delegate assignments.
7. Work with Marketing to develop marketing strategies and special events to support increased participation and customer loyalty.
8. Analyze Guest play, cheating, scams, card counters, and unusual, or suspicious variations of play.
9. Ensure adequate staffing levels, schedule coverage, departmental structure, and Team Member developmental programs are in place.
10. Maintain knowledge of Local, State, and Federal gaming laws and regulations, as well as internal controls, policies, and procedures.
11. Create, compile and present monthly reports to the Director of Gaming Operations, documenting any discrepancies, conflicts, performance issues, anomalies, problem areas, and financial or off-budget variances.
12. Resolves Guest complaints in a prompt and courteous manner.
13. Ensure all Guests are satisfied with their experience at the Kiowa Casinos.
14. Responsible for hiring, retaining, promoting, performance, training, disciplining, and terminating Team Members with concurrence of the Director of Gaming Operations and Human Resources.
15. Ensure and maintain a high level of Guest confidentiality.
16. Adhere to all regulatory, departmental, and casino policies and procedures, Title 31 and to the MICS.
17. Maintain knowledge of special events, hours of operation, and other pertinent information.
18. Perform additional duties or project management, as assigned.

The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

EDUCATION & EXPERIENCE

• High School diploma or GED is required.

• Bachelor’s degree in Business or related field, or Technical Degree & Certifications and over 5 years Table Games Management experience, or equivalent combination of education and experience.
• Working knowledge of the Gaming Industry and the regulations governing gaming operations.
• Proven knowledge of table games, payouts, gaming regulations, supervisory responsibilities, training material, customer service and MICS – Minimum Internal Control Standards.

REQUIREMENTS, SKILLS & ABILITIES

• Must be at least 21 years of age.
• Maintain regular and reliable attendance.
• Must be able to work in a fast-paced environment.

• Ability to work cooperatively with all departments and all team members.
• Ability to train and create strong teams and foster team member engagement.

• High level ability to adapt quickly to changing priorities, or to resolve challenging or unforeseen circumstances.

• Accurate, highly organized administrative abilities with good planning skills and the ability to assess and improve performance, as needed.
• Excellent verbal, written, interpersonal and communication skills to effectively interface with executives, guests, and team members.
• Ability to maintain and ensure the highest confidentiality.
• Excellent analytic, problem-solving skills and strong project management skills.

• Understand, manage and monitor staffing performance, budgeting, forecasting, financial controls, and profit & loss statements.

• Excellent ability in establishing priorities and meeting deadlines.
• Ability to independently manage multiple tasks in a professional manner.
• Ability to maintain a professional appearance and demeanor.
• All Kiowa Casino employees are responsible to ensure that their designated operations maintain compliance with Kiowa Casino policies, Tribal policies, State compact and Tribal gaming regulations.

SUPERVISORY RESPONSIBILITIES

This position supervises all staff in the Table Games department.

LICENSES & CERTIFICATIONS

• Ability to obtain and maintain Gaming License is required.
• Key positions require knowledge and application of Title 31 reporting requirements.
• Must have the ability to pass comprehensive background check and drug test.

JOB DEMANDS

Physical

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.

While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary.  Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours.  Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 35 pounds.   Visual acuity to discern and examine text, graphics, color, and symmetry.  Speech to communicate clearly, express ideas and convey information in an understandable manner.  Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences.  Manual dexterity to operate office equipment and examine documents, records and files.

Confer with Human Resources for additional information, as needed.

Mental

Social perceptiveness to assess and understand other’s reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents.  Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines.  Ability to concentrate on tasks over a period of time without being distracted.

Work Environment

The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business.  Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions.  Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs. 

Success in this position will require ongoing knowledge and application of the organization’s key performance indicators that include but are not limited to interpersonal and communication skills, change management and teamwork, customer service and satisfaction, integrity, and dependability.