MANAGER - CASINO OPERATIONS

Hard Rock International - Rockford, IL

Full-time - Mid Level

Rockford, IL

Food Services and Drinking Places

About the position

The Casino Operations Manager at Hard Rock International is responsible for creating an exciting environment for guests and team members while managing gaming operations, including slot operations and table games. This role involves building relationships with players, mentoring team members, ensuring compliance with regulations, and overseeing daily operational activities to enhance guest satisfaction and team member development.

Responsibilities

• Create an atmosphere that encourages guests to choose Hard Rock Casino Rockford for gaming entertainment.
• Build and retain guest relations while mentoring team members to provide superior guest service.
• Ensure enforcement of policies and procedures and maintain operational efficiency across departments.
• Handle team member and guest concerns professionally to achieve satisfaction while maintaining financial responsibility.
• Identify and implement procedural changes to improve customer service.
• Establish and develop relationships with guests focusing on loyalty and profitability.
• Manage daily labor for opening and closing games as needed.
• Establish credit lines for guests and ensure team member satisfaction through feedback and development.
• Evaluate business conditions and staff accordingly for special events and weather.
• Create a safe, professional, and friendly work environment that promotes high morale and productivity.
• Visually inspect casino equipment and follow procedures for repair or replacement.
• Inspect and ensure a clean and safe working environment, notifying appropriate departments of deficiencies.
• Author and distribute casino win/loss reports and support the Hard Rock culture throughout the property.
• Promote positive public relations and create an enjoyable atmosphere for all guests.
• Review internal security adequacy of Slots and Table Games Department and adhere to Illinois Gaming Board Regulations.

Requirements

• High school diploma or GED required; college degree preferred.
• Minimum of 5 years of experience in slot operations and table games, with at least 3 years in a supervisory role.
• Knowledge of federal, state, and local laws, codes, and regulations related to gaming operations.
• Experience in managing staff and resources related to gaming operations.

Nice-to-haves

• Prior experience in the gaming industry is required.
• Experience opening new properties or outlets is strongly preferred.

Benefits

• Equal opportunity employer with a commitment to diversity and inclusion.