Chief Operations Officer

Overview

The Chief Operations Officer is responsible for the day to day operations and performance of all Osage Casinos. The COO will direct and supervise General Managers and other assigned departments to ensure profitability goals are realized, regulatory compliance is adhered to in all areas, budgets are monitored and maintained, and personnel matters are addressed with urgency and resolve. The Chief Operations Officer is responsible for the highest form of effective communication among the general managers and other assigned departments, with the entire executive team, and with internal and external guests. The COO will be responsible for the efficient and effective development of a system of internal controls to address all regulatory aspects of Osage Casino gaming operations. The COO is responsible to set the example and lead the way in the provision of excellent guest services. The COO serves as executive sponsor and operationalizes Osage Casinos' enterprise digital strategy (including guest-facing digital engagement, omnichannel marketing and analytics, Guest 360, and digital workforce initiatives), translating strategic direction into execution across all properties.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

• General Managers/Operations
• Food and Beverage Operations
• Hotel Operations
• Marketing Department
  • Other assigned departments

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age
• Bachelor's Degree in business related field required.
• Seven (7) years of gaming and hospitality executive level experience in multi-site gaming, F&B operations, multi-site hotel, & convenience store required.
• Ten (10) years of management experience with effective level personnel management skills, support service techniques, strategic planning, and statistical reporting analysis required.
• Experience in Sports Book/Wagering preferred.
• Experience in multi-state operations preferred.
• Extensive knowledge of interstate start-up operations, new concepts and new & expansion construction projects is strongly preferred.
• Prior gaming and hospitality experience must contain a proven track record of identifiable experience within each of the following areas:
  • Administrative and regulatory compliance
  • Casino marketing and promotions
  • Hotel yielding & programming
  • Concept design and branding
  • Cross functional communication skills with other departments
  • Employee recruitment and onboarding
  • Employee training and accountability
  • Employee coaching and development
  • Utilization of financial reporting and analysis
  • Fluency with casino management and loyalty systems, business intelligence and analytics tools, and guest-facing digital platforms (mobile and web)
  • Digital guest engagement and mobile or loyalty platform programs
  • Sponsoring or leading technology and digital transformation initiatives
  • Change management and organizational capability-building in an operational setting
  • Labor management, scheduling, and analytics in a casino environment
  • Organizational structuring and development
  • Player loyalty programs and complimentaries
  • Retail sales knowledge
  • Product and service procurement and purchasing
  • Security and surveillance knowledge and collaboration
  • Slots and table games management, analytics and metrics
  • Vendor procurement, relations and negotiation
  • Workplace safety and handling
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver's License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

Responsibilities

COMMUNICATION:

• Ability to forge and maintain relationships with all employees across all properties and departments.
• Must keep informed of company information and communications
• Conducts one-on-one meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.
• Responsible to provide timely and consistent reports on all financial performance, operational results and project status. Involve all management personnel in the establishment of reporting standards and protocol.
• Communicates frequently with the executive management team on any issue or concern requiring corrective actions.
• Responsible to build effective relationships with executive management team, general managers, ONGC Board members, and all Osage Casino employees.
• Partners closely with technology and IT leadership to translate digital strategy into cross-functional operational execution.

DEPARTMENT OPERATIONS:

• Manages a variety of special projects, and strategic development for the Chief Executive Officer and executive management team.
• Ensures daily operations are in alignment with overall strategic direction established.
• Supervises and provides daily assistance in all areas of casino operations.
• Participates with executive management team in establishment of strategic direction for organization.
• Works with General Managers and other assigned departments to ensure organizational alignment and adherence to Osage Casino vision, mission, and values.
• Responsible for attainment of established profitability goals for all gaming locations.
• Ensures all general managers and other assigned departments develop solid operations skills and practices, regarding profitability issues and decisions.
• Continually monitors and assesses organization performance and develops continuous improvement activities on an ongoing basis.
• Sponsors and drives execution of enterprise digital initiatives.
• Champions change management and adoption across properties for new digital tools and processes.
• Uses guest data, business intelligence dashboards, and analytics to monitor performance and set priorities.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Promote a positive work environment with emphasis on motivation, teamwork and empowerment.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be a proactive leader, self-starter, and complete goals in a timely manner.
• Must possess excellent organizational and analytical skills.
• Must be able to provide a team environment.
• Read, write, speak and understand the English language. Read professional publications, industry magazines/journals, newsletters, and documents.
• Perform basic mathematical computations
• Protect the Company's value by keeping information confidential.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Perform assigned tasks under limited supervision.
• Follow written and verbal instructions.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence to as required.
• Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Ability to effectively present information to executive management, public groups, and/or Boards of Directors. Establish and maintain positive relationships with executive level staff, managerial and supervisory staff, employees, and the general public.
• Knowledge of and ability to successfully apply project-management techniques preferred.
• Utilize MS Office products at intermediate skill level.
• Travel locally, regionally, or out-of-state as needed.
• Must be willing and able to work nights and weekends.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and maintaining personal networks.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 20 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a casino and office setting.
• Exposure to second-hand smoke depending on the location and venue
• Evening and weekend shifts may be required. Extended hours and irregular shifts shall be required by the needs of the business.
• Noise level in the work environment may be moderate to high.
• The employee shall travel between properties and to other areas as required due to business demands.