Shift Manager, Club M Operations

Mystic Lake Casino
Prior Lake, MN 55372, USA

Come support leading our Club M Team as the Shift Manager of Club M! In this role you will oversee Club M's daily operations as well as the execution of promotions at Mystic Lake/Little Six and off-property guest activation events. Enjoy weekly pay, health benefits, and 401(k) starting day one. Whatever your career goals may be, let Mystic Lake Casino help get you there!

Job Overview: This position manages the operations for an assigned shift at Mystic Lake and/or Little Six Casinos. This position is responsible for team member supervision, ensuring an exceptional guest experience, execution of events or promotions, compliance with policy/procedure/regulations, completing audits and troubleshooting marketing technology issues/concerns.

Empower Your Future:
The Work You'll Lead:

• Oversees and effectively manages assigned shift to include staffing levels/labor management, team member scheduling and work assignments, managing team member performance, documentation, security and surveillance communications, performing opening/closing duties, completing required reporting/audits and managing/responding to guest concerns.
• Oversees the set-up and execution of events/promotions, including stage games, ensuring compliance with policies, procedures, regulations and contracts.
• Approves any guest recovery offers and issues prizes/offers within the guidelines of departmental procedures.
• Interviews and make recommendations on hiring and promotion of team members; plans training and development, manages all aspects of continuous performance management and coaching, conducts regular one-on-ones and team huddles, executes demand-based scheduling, ensures timekeeping and payroll are accurate and drives team member engagement.
• Assists in the development and revision of department procedures and processes to maximize efficiency and effectiveness.
• Identifies and resolves guest issues that arise with offers/promotions in a timely manner. Escalates complex issues and recommendations for resolution. Collaborates with leader and applicable marketing teams to provide recommendations for improvement and prevention of future issues.
• Supervises and approves all promotional kiosk setups and testing of all promotions prior to start; demonstrates ownership for preliminary level of troubleshooting and maintenance of kiosks, both enrollment and promotional.
• Tracks, manages and procures (as needed) promotional and retail inventory and collateral. Reconciles retail transactions according to policy/procedures and ensures cash handling in retail spaces is compliant with policies/procedures.
• Maintains overall data quality within systems by ensuring information is entered accurately and corrected as needed. Ensures timely escalation of unresolved issues impacting guests or operations.

Job Requirements:

Reflects
MINIMUM
EDUCATION, TRAINING, CERTIFICATION
and
EXPERIENCE
required in order
to meet
the expectations of this job:

• Bachelor’s degree in business, marketing or a related field and 2+ years of marketing, hospitality or retail experience OR 6+ years of marketing, hospitality or retail experience . Casino and customer loyalty program experience preferred.
• 2+ year of formal or informal people leadership experience . Experience leading front-line teams preferred.
• Excellent leadership, communication and interpersonal skills.
• Demonstrated understanding of exceptional guest service delivery, recovery and experience.
• Familiarity and comfortability with technology (hardware and software) and ability to learn/master multiple systems software.
• Ability to manage competing priorities in a fast-paced environment.
• Experience with standard operating procedure documentation and improvement.
• High degree of…