Regional Operations Manager

Position Summary:

Responsible for the supervision of all day-to-day activities of the assigned locations. Ensues OTB operations meet or exceed company standards and guest expectations. Addresses all customer, employee, facilities, and equipment concerns and issues in a reasonable time. Ensures compliance with all regulations.

Reports to: Regional Operations Director

Major Duties and Responsibilities:

• Interview, hire, onboard, oversee staff, measure performance, conduct investigations, discipline, terminate employment, and schedule department staff.
• Oversee and verify completion of staff training and development.
• Lead the execution of promotions, projects, etc.
• Make recommendations to the Regional Director to improve service and cost savings and revenue generating measures.
• Monitor and control labor costs within the location while maintaining adequate coverage based on fluctuating business demands.
• Oversee all counts, master safe sheets, and deposits.
• Walk the gaming area looking for opportunities to interact with customers and employees displaying an attentive, upbeat, and enthusiastic demeanor throughout each interaction.
• Clearly communicate how terminals play and operate, Club benefits, internal promotions, and site amenities.
• Calmly and fairly address customer and employee concerns, and site inefficiencies.
• Consistently monitor site to identify and report regulatory and safety compliance risks and resolve as appropriate.
• Proficiently use Microsoft application (Word, Excel, Outlook) and player tracking system(s).
• Protect the confidentiality of company/personnel files.
• Ensure efficiency of HHR Terminals and related gaming equipment.
• Troubleshoot minor repairs with wagering terminals and player tracking system as needed.
• Work with employees to develop and grow their skills for future promotional opportunities.
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations.
• Perform duties in a calm and efficient manner in all business situations.
• Ability to travel around the assigned region as needed.
• Ability to perform cash audits.
• Perform Assistant Manager duties in their absence.
• Perform additional duties and responsibilities as assigned.

Qualifications, Education and Experience:

Required:

• Previous experience with pari-mutuel equipment, rules and regulations
• Previous experience in a supervisory or leadership role that included employee direct reports and being responsible for overall daily operation
• Positive, proactive leadership skills with experience developing, motivating and encouraging staff
• Experience driving positive change via self-motivation and initiate
• Experience providing high level of customer service
• Critical analysis skills to effectively resolve issues, challenges, and/or concerns
• Able to work varied hours which include nights, weekends and holidays
• Comfortable initiating greetings and conversations
• Experience using basic tools
• Previous experience accurately counting, handling, and keeping track of money
• Basic understand of, and experience using, computer and computer programs
• At least 21 years of age
• Ability to communicate effectively in English, including both written and verbal forms
• Professional appearance and personal hygiene conforming to company dress codes and as deemed appropriate by supervisor
• Obtain and maintain all work cards as required by the company
• Motor Vehicle Report that meets insurance carrier guidelines.
• Verify right to work in the United States

Preferred:

• Highly prefer previous pari-mutuel supervisory or managerial experience
• Previous experience developing direct reports for promotional and/or professional growth opportunities
• Experience performing same or similar job duties
• High school diploma or equivalent

Licensing Status:

• Obtain and maintain the required state gaming license
• Successfully complete and pass pre-employment background screenings

Working Conditions:

• Work is performed indoors
• More than 40 hours a week will be required at times. Work hours subject to change.
• Must be able to work long hours under busy conditions
• Subject to hazards which may cause personal bodily harm; smoke, common colds, influenza, dust, odors, and elevated noise levels.
• Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
• Duties may involve walking, standing for long periods of time, sitting and crouching
• Specific required movements include the following:
  • Trunk-bend, twist, rotate, push, pull and carry
  • Arms reach, carry, push, pull, lift, twist, and rotate.
  • Legs-lift, push, pull, twist, and rotate
  • Hands-grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity.
  • Must be able to lift 50 pounds.