at Cocopah Casino & Resort in Somerton, Arizona, United States
Job Description
Summary
The Lead Floor Manager plays a critical leadership role in ensuring the smooth operation of all casino departments. Reporting directly to the General Manager, this role ensures guest satisfaction, enforces company policies, coordinates cross-departmental efforts, and provides guidance and support to frontline team members. This position demands strong leadership, problem-solving, and communication skills.
Essential Duties and Responsibilities:
- Lead all casino floor operations during assigned shifts, ensuring compliance with regulatory standards and delivering a seamless guest experience.
- Mentor/train all Floor Managers and keep them informed of directives handed down by the General Manager.
- Ensure Floor Managers are cultivating the culture of Guest service mandated by the General Manager.
- Complete Evaluations and Discipline as needed for Floor Managers and other designated Supervisors/Leads as delegated from the General Manager.
- Person contacted for operational decisions, emergencies, and escalated guest issues. Coordinate those decisions with General Manager approval as needed.
- Monitor staff performance and operational flow, making real-time adjustments to optimize guest service and efficiency.
- Provide leadership and mentorship to departmental supervisors and line staff, promoting a positive, accountable, and inclusive work culture.
- Conduct shift briefings and debriefs to ensure communication of goals, issues, and updates across departments.
- Investigate and resolve guest complaints promptly and professionally, following up to ensure satisfaction.
- Guest complaints above the $500 threshold must be documented and reported to the Executive Director of Tribal Gaming.
- Ensure all Minimum Internal Control Standards (MICS), Tribal ordinance, and AZ Dept of Gaming Compact are followed by employees.
- Ensure a safe, clean, and welcoming environment in the casino/hotel by completing multiple walkthroughs daily and resolving any issues.
- Collaborate with HR and department heads on performance reviews, corrective actions, and staff development.
- Support revenue-generating initiatives by monitoring gaming areas, promotions, and guest engagement strategies.
- Ensure accurate and timely documentation of incidents, staffing concerns, and operational challenges.
- Assist with event coordination and special functions to ensure staffing and guest service coverage.
- Write a daily shift log of incidents, absences, tardiness, accidents, complaints, etc., to be shared with the General Manager.
- Coordinates with departments to ensure total customer satisfaction and operational efficiency.
- Maintains visual presence on the casino floor.
- Consistently enforces policies and procedures.
- Assist Law Enforcement in criminal investigations within the property.
- Other duties may be assigned.
Knowledge, Skills and Abilities
- Strong leadership presence with the ability to manage teams in a fast-paced, high-pressure environment.
- Proven ability to de-escalate conflict and resolve issues quickly while maintaining professionalism and guest satisfaction.
- High level of emotional intelligence and interpersonal skills; able to build rapport with guests and staff from diverse backgrounds.
- Working knowledge of casino gaming operations, security procedures, and tribal/state regulatory compliance.
- Ability to manage multiple priorities, shifting between guest service, safety, and operational responsibilities.
- Fair/concise problem-solving and decision-making abilities, especially during high-volume periods or emergencies.
- Proficient in reading and interpreting operational reports, financial data, and incident logs.
- Advanced proficiency in casino management systems, Microsoft Office Suite, and communications equipment.
- Able to recognize and respond to behavioral cues of guests and staff (e.g., identifying intoxication, distress, or disruptive conduct), and hazardous situations, and act upon them quickly and competently.
- Strong coaching and mentoring skills, focusing on staff development and retention.
- Knowledge of emergency response protocols, including fire safety, crowd control, and medical incident response.
- Physical ability to remain on foot for extended periods and respond quickly to situations.
- Ability to communicate without judgment or bias, stating only confirmed facts both verbally and in writing.
- Ability to supervise and direct employees fairly and consistently.
- Ability to speak, read, and write English fluently.
- Ability to operate a hand-held radio.
- Proficient mathematical and problem-solving skills.
- Knowledge of State Liquor laws, State Tobacco laws, and Food handling procedures.
- Ability to perform tasks independently.
- Fluency in the Spanish language is preferred.
