VP - GAMING OPERATIONS - Hard Rock International (USA), Inc.

Hard Rock Hotel & Casino Tejon is located less than 15 miles south of Bakersfield, on Tejon Indian tribal land in Mettler, situated at the southernmost tip of California’s Southern San Joaquin Valley and nestled near the base of the historic Grapevine mountain pass that connects Southern California to the Central Valley. This region of the San Joaquin Valley is home to one of the most productive agricultural counties in the country and is the center point of the state with access to the Central Coast and both Northern and Southern California within a couple hours’ drive. This project is the first of its kind in Kern County and will be constructed in two phases. The first phase will consist of an approximately 150,000 square foot casino featuring 3,000 slot machines, 48 table games, and multiple food and beverage venue including the renowned Hard Rock Café. Phase II will include a 400 room hotel, 2,800 seat Hard Rock Live event center, that will draw attractions like concerts, performances, and sporting events to name a few. In addition some of music’s most iconic memorabilia will be on display.

Job Summary

A member of the Executive Team, the Vice President - Gaming Operations will oversee the daily planning, direction, and operations of the casino in collaboration with the property President and other senior executives. The candidate will be responsible for the successful operation of the casino’s Slot Operations and Table Games Departments, focusing on department profitability, guest satisfaction, Team Member engagement, safety, and regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities include, but are not limited to, the following:

• Responsible for directing the overall operations and staff of the Table Games and Slots departments. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
• Ensures that scheduling is done effectively and efficiently while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction.
• Responsible for preparing, monitoring, and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns/deviations to the Property President.
• Enthusiastically supports, actively promotes, and demonstrates superior guest service by department and company standards and programs. Ensures customer service standards are followed by all Team Members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
• Stays abreast of new technology, equipment, and accessories under development, and evaluates their potential benefits for implementation.
• Continuously reviews and evaluates casino floor layouts and tests, refines, and improves floor performance.
• Regularly shops local competitors and stays updated on their floor layouts and product offerings to ensure we remain competitive and retain an advantage.
• Collaborates with marketing to develop cost-effective promotions that generate additional gaming revenue.
• Works with IT and marketing to maximize the potential of our accounting and player tracking systems.
• Works with corporate and property management to establish slot hold percentages that align with the location and marketing strategy.
• Maintains master summary evaluation programs to track and summarize gaming performance.
• Assists in interviewing, hiring, and managing Gaming Department Management in conjunction with the Property President.
• Works with the Property President to set goals and objectives for the management team.
• Reviews departmental slot policies and procedures to ensure effectiveness and alignment with property objectives.
• Maintains a clean, safe, and hazard-free work environment.
• Collaborates with the property President to develop, implement, and measure the department’s strategic plan and objectives, including payroll, equipment, operational expenses, and capital budgets.
• Ensures department activities reflect Hard Rock Tejon policies and procedures and comply with National Indian Gaming Commission (NIGC) and federal regulatory requirements. Monitors internal controls for efficiency and effectiveness, maintaining the integrity of all department activities.
• Develops and implements the casino’s Gaming Operations department policies and procedures in alignment with company standards.
• Analyzes physical layouts of slot machines, recommends changes to enhance utilization, staffing, and floor space, and plans and implements slot conversions and modifications. Creates and maintains preventive maintenance and repair processes to minimize slot machine downtime.
• Maximizes Table Games revenue by identifying the proper product mix, positioning, and pricing levels, and initiating new Table Games products. Efficiently staffs and schedules the Table Games Department based on special events, seasonality, and business conditions. Ensures the protection of guest rewards and credit lines.
• Assists in hiring, training, and retaining department members. Mentors direct reports to enhance their knowledge, skills, and abilities through education, training, coaching, and corrective counseling.
• Promotes the highest level of guest service and develop professional relationships with guests to encourage continued and increased patronage.
• Demonstrates a commitment to responsible gaming and responsible alcohol service.
• Responsible for the overall engagement of all team members by addressing and managing Team Member feedback, suggestions, complaints, and grievances.
• Ensures prompt and discreet notification to management and/or the Ethics Hotline (954-585-5103) of any observation of illegal acts or internal ethics violations.
• Participates in special projects as assigned.
• Performs all other related and comparable duties as assigned.

Supervisory Responsibilities

• Responsible for staff development and training programs.
• Responsible for rewards and recognition programs to maximize employee engagement.
• Evaluates Team Members within department and delivers constructive feedback to employees in regard to performance.
• Determines recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

 To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Professional appearance and demeanor with an outgoing, friendly personality. Must demonstrate extraordinary guest service skills with effective listening skills. Must possess excellent oral and written communication skills with ability to independently maintain high levels of productivity. Must be able to communicate effectively with guests in English, specific to position duties and responsibilities. Ability to work flexible schedule including nights, weekends and holidays is required.

MATHEMATICAL SKILLS:
Proficient mathematical skills with strong analytic skills specific to job responsibilities are required, to include ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages. Must possess ability to define problems, collect data, establish facts and draw valid conclusions.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree preferred with a minimum of ten (10) years casino experience including five (5) years at department head level, or an equivalent combination of education and experience.
• Must be proficient and have knowledge of Casino Operations operating systems.
• Property opening experience is required.
• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public.
• Must have extensive knowledge of all Casino Operations.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Excellent interpersonal, communication, team building and problem-solving skills required. Must have the ability to resolve stressful situations. Must be self-motivated and able to work under pressure, handle situations in a timely manner, and work independently. Must be able to communicate effectively in person, on the telephone, and in writing. Analytical skills and guest service orientation required. Ability to perform multiple tasks in an efficient manner.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position.

• Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise, and stress related to servicing guests in a high pressure and fast paced environment.
• Must be able to stand for an entire shift and be able to continuously maneuver throughout the Casino areas.
• Must be able to respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other office equipment.
• Must be able to lift 30 pounds and able to bend, reach and stoop on a limited basis.

WORK ENVIRONMENT:

Constant exposure to casino related environmental factors including, but not limited to crowds, secondhand smoke, and excessive noise. Intermittent time in office consisting of environmental factors typical in an indoor, climate-controlled office environment.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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