Executive Casino Manager

SUMMARY

The Executive on Duty (EOD) serves as the senior operational leader on property, providing oversight of resort operations, guest service, safety, staffing, and facility standards. Acting on behalf of executive leadership, the EOD ensures exceptional guest experiences, resolves operational issues, supports departmental teams, and maintains efficient, compliant, and seamless property-wide operations.

• Serve as the senior Executive on Duty, providing property-wide leadership and oversight of casino, hotel, food and beverage, entertainment, facilities, security, and guest service operations.
• Act on behalf of senior leadership by making timely operational decisions that support the resort's strategic objectives, service standards, regulatory requirements, and business goals.
• Serve as the central point of contact for property-wide operational issues, escalated guest concerns, team member matters, emergencies, accidents, safety incidents, and other critical events, ensuring timely resolution and appropriate communication to executive leadership.
• Maintain confidentiality, sound judgment, and discretion when handling sensitive guests, team members, business, and operational matters.
• Deliver and model GRAND service standards by providing exceptional guest service, resolving guest concerns through effective service recovery, serving as a visible ambassador for guests and VIPs, and maintaining extensive knowledge of resort amenities, services, events, promotions, and operating hours.
• Conduct routine inspections of public areas, hotel rooms, and operational departments to evaluate cleanliness, maintenance, safety, sanitation, staffing levels, signage, operational readiness, and overall property presentation; identify deficiencies and ensure corrective action is taken.
• Partner with Security, Surveillance, Risk Management, and departmental leadership to respond to emergencies, disturbances, safety concerns, and operational incidents while maintaining compliance with gaming regulations, internal controls, company policies, and established operating procedures.
• Monitor staffing, service delivery, and operational performance throughout the property; identify gaps, recommend adjustments, and provide coaching, direction, and support to leaders and team members to promote accountability, professionalism, and operational excellence.
• Facilitate effective communication and coordination among departments and executive leadership to support timely decision‑making, issue resolution, special events, and operational priorities.
• Review guest feedback, operational trends, and property observations to identify recurring concerns and recommend improvements to service, processes, facilities, and operational effectiveness.
• Ensure the accuracy, professionalism, and consistency of property signage, communications, and guest-facing materials.
• Prepare and distribute daily shift reports, attend required meetings, complete all assigned training and administrative responsibilities, and perform other duties as assigned within the scope of the position

• Excellent interpersonal communication skills – possess an ability to de-escalate and resolve issues when dealing with guest and team member concerns.
• Superior organizational skills and attention to detail.
• Working knowledge of resort-based computer systems preferred (Casino Management Systems, Lodging Management Systems, Maintenance reporting and scheduling toolkits)
• Strong analytical and creative thinking skills.
• Ability to maintain confidential information.
• Excellent written and verbal communication (in English), presentation, and computer skills.
• Strong working knowledge of Microsoft Office Suite.
• Must work varied shifts,…