Operations Manager - Two Coppers Casino

Description

Operations Manager  

Department: Gaming 

Location: Juneau 

Covered Position: Yes 

Exemption Status: Exempt 

Pay Grade(s): 12-14 

Purpose:. The Operations Manager is responsible for the daily oversight of gaming floor operations to include the slot operation, maintenance, installation and repair of slot machines, ensuring a safe, engaging, and compliant environment for patrons and staff. This position supervises frontline gaming staff, slot ambassadors and technicians, coordinates with other departments, monitors floor activity, addresses guest concerns, and ensures adherence to Tribal Gaming Regulatory Authority (TGRA) requirements, internal controls, and organizational policies. The Operations Manager serves as a visible leader on the gaming floor and plays a key role in maintaining operational efficiency, customer service standards, and regulatory compliance. 

Essential Functions. An individual in this role must be able to perform the following functions with or without reasonable accommodation: 

Leadership & Strategy Floor Operations & Guest Experience 

• Ensure games are conducted fairly, accurately, and in compliance with approved rules and procedures 
• Oversee day-to-day gaming floor operations during assigned shifts 
• Oversee and ensure the proper maintenance, repair and troubleshooting of slot machines, including mechanical, electrical and software components 
• Maintain a visible presence on the floor to support staff and engage with patrons 
• Address patron questions, disputes, or concerns in a professional and timely manner 
• Ensure a welcoming, respectful, and orderly environment 

Supervision & Staff Support 

• Supervise and train a team of slot ambassadors to ensure all work is completed in a timely, efficient and safe manner 
• Supervise floor staff including slot attendants, cage cashiers, and related personnel 
• Assign work duties, manage breaks, and ensure adequate floor coverage 
• Provide coaching, guidance, and performance feedback to staff 
• Assist with training new employees on floor procedures, customer service expectations, and compliance requirements 
• Document and report performance issues or policy violations as needed 

Compliance & Internal Controls 

• Ensure compliance with TGRA regulations, approved internal control standards, and organizational policies 
• Monitor adherence to cash handling, game integrity, and security procedures 
• Identify and report irregularities, incidents, or potential violations promptly 
• Coordinate with Security, Counting Room, and Management while maintaining appropriate separation of duties 

Operational Oversight 

• Ensure clear and accurate records of all maintenance, repair and installation work is completed on slot machines  
• Assist with opening and closing procedures for the gaming floor 
• Ensure equipment, supplies, and workstations are properly set up and maintained 
• Complete shift reports, incident reports, and required documentation 
• Communicate operational issues, staffing needs, or concerns to management 

Supervisory Responsibilities 

• Direct supervision of assigned gaming floor staff 
• Authority to provide input on scheduling, training, and performance evaluations 
• Enforces workplace conduct, safety standards, and operational procedures 

Requirements

 Minimum Qualifications (education, experience, skills): 

• High school diploma or GED  
• Minimum of five (5) years of experience in gaming, hospitality, or customer service operations with strong knowledge of slot machine components, mechanics and electronics 
• Minimum of two (2) years in a supervisory or management capacity preferred 
• Ability to obtain and maintain required background checks and clearances 
• Ability to work evenings, weekends, holidays, and extended shifts as required 

Required Work Card 

• Successful Licensing with T&H Tribal Gaming Authority 

Preferred Qualifications (education, experience, skills): 

• Bachelors degree or higher preferred 
• Prior lead experience preferred 

Physical Requirements. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation: 

• Work performed primarily on the gaming floor and requires standing, walking and active engagement for extended periods.   

Work Environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: 

• Certain positions at Tlingit and Haida may have exposure to certain hazardous materials or conditions.  The supervisor will review these if applicable.