Manager on Duty (MOD)

Position Summary:

The Manager on Duty (MOD) provides real-time leadership, guidance, and support to both front-of-house and back-of-house teams. This highly visible, hands-on role requires strong decision-making, operational awareness, and guest service expertise. MOD addresses guest needs, resolves escalated issues, and ensures compliance with company policies, regulatory standards, and casino service expectations. Reporting directly to the Director of Guest Services, this position is essential to maintaining seamless operations and promoting a culture of service excellence.

Essential Functions:

• Responsible for practicing, supporting, and promoting North Fork Mono Casino's culture and demonstrating exemplary Service Standards.
• Oversee all casino operations to ensure service excellence, efficiency, and regulatory compliance.
• Provide leadership support to department managers and Team Members across front-of-house and back-of-house operations.
• Actively engage with guests on the casino floor and throughout the property to build relationships, enhance guest satisfaction, and identify service opportunities.
• Lead the resolution of escalated guest concerns and disputes, balancing guest experience with policy adherence.
• Partner with department leaders to ensure consistent, fair, and effective operational decisions.
• Coordinate with Security and Surveillance to manage incidents, ensuring proper response, documentation, and follow-up.
• Ensure compliance with all applicable regulatory requirements, internal controls, and company policies.
• Maintain situational awareness of property conditions and guest flow to proactively address issues before they escalate.
• Serve as a key decision-maker during emergencies, prioritizing the safety and well-being of guests and team members.
• Accurately document noteworthy events, guest interactions, and operational matters in a timely manner.
• Foster strong guest relationships by delivering personalized, high-quality service.
• Collaborate with departments to ensure seamless player experience.
• Promote and uphold responsible gaming practices and regulatory compliance.
• Communicate operational updates and concerns effectively to the Director of Guest Services.
• Other job-related duties as assigned.

Required Skills/Abilities:

• Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
• Strong interpersonal and public relations skills, with a solid understanding of casino operations.
• Positive, service-oriented mindset with a commitment to delivering exceptional guest and Team Member experiences.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to perform effectively under pressure, managing multiple priorities with minimal supervision.
• Must possess strong organizational and time management skills.
• Skilled in conflict resolution, with the ability to oversee sensitive situations, communicate decisions effectively, and de-escalate challenging guest interactions with professionalism and tact.
• Working knowledge of casino management systems, including player tracking and Konami platforms.

Minimum Qualifications:

• High school diploma or GED required.
• Minimum of five (5) years in casino/gaming management.
• Strong background in guest service recovery, dispute resolution, and gaming floor leadership.
• Bilingual or multilingual abilities preferred.
• Must be able to obtain and maintain a Gaming License from the Tribal Gaming Commission, which includes passing a background investigation.
• Must be at least 21 years of age.

Physical Requirements:

• All work is performed on site in Madera, CA.
• Requires manual dexterity to perform job related functions.
• Ability to sit, stand or walk for the duration of their shift.

Work Conditions:

Team Members will be in constant contact with fellow Team Members and Guests. Work includes the maintenance and care of the assigned work area. Work is typically in an area which may be unusually hot, cold, noisy, and may contain secondhand smoke. Work may be performed in a confined area. Performance of job duties will require standing, walking, lifting, reaching, pushing, pulling and grasping. Work may be scheduled at various hours, including working overtime, and during evening, weekends, and holidays. Work may entail trained chemical usage. Work may be performed outdoors and can involve continuous exposure to high and low temperatures, sunlight, wet surfaces, and noise.

Important Notices:

• When selecting candidates for employment, qualified Native American applicants will be given preference over non-Native American applicants, provided they meet the minimum qualifications for the position.
• This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to Duties and responsibilities can be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.