Manager on Duty

Guest Service & Operations

• Serve as the highest-ranking operational leader on property during assigned shifts.
• Ensure all guests receive exceptional service consistent with Golden Nugget standards.
• Respond promptly and professionally to guest concerns, complaints, and service recovery situations.
• Conduct routine property inspections, including casino floor, hotel, restaurants, public areas, parking facilities, and back-of-house areas.
• Monitor overall property appearance, cleanliness, and operational readiness.
• Assist departments during peak business periods to enhance guest experience.

Leadership & Employee Relations

• Support department managers and supervisors in resolving operational issues.
• Coach and mentor team members to uphold guest service standards.
• Reinforce company policies, procedures, and behavioral expectations.
• Promote a positive and collaborative work environment.
• Recognize and reinforce employees who demonstrate Golden Nugget Core Values.
• Assist with conflict resolution involving employees and guests.

Casino & Regulatory Compliance

• Ensure compliance with Colorado Division of Gaming regulations and company policies.
• Monitor gaming operations to ensure integrity and adherence to internal controls.
• Partner with Surveillance and Security departments regarding unusual activities or incidents.
• Document and report any gaming irregularities or compliance concerns.
• Maintain awareness of responsible gaming practices and support guest assistance efforts when necessary.

Safety & Security

• Respond to emergencies, incidents, accidents, medical situations, and security matters.
• Coordinate with Security, Surveillance, Facilities, and local emergency services as needed.
• Ensure proper incident documentation is completed accurately and timely.
• Support workplace safety initiatives and assist in conducting investigations when appropriate.
• Evacuate and direct emergency response efforts in accordance with company emergency procedures.

Financial Stewardship

• Monitor operational efficiency and identify opportunities to improve guest satisfaction while controlling costs.
• Protect company assets through vigilance and adherence to established procedures.
• Assist with resolving cash handling discrepancies and operational concerns when necessary.
• Escalate significant financial issues to executive leadership.

Communication & Reporting

• Maintain clear communication with all departments throughout assigned shifts.
• Prepare detailed MOD shift reports documenting significant events, guest issues, operational concerns, and follow-up requirements.
• Conduct shift pass-on communications to ensure continuity between management teams.
• Notify executive leadership of significant operational, guest, regulatory, or safety concerns.

Additional Responsibilities

• Participate in special events, promotions, and property-wide initiatives.
• Attend leadership meetings and training programs as required.
• Perform other duties as assigned.

Experience

A Colorado Key License is Required for this position.

• Minimum 3-5 years of management or supervisory experience in gaming, hospitality, hotel, food and beverage, or related industry.
• Prior casino operations experience preferred.
• Experience handling guest service recovery and employee relations issues.

Knowledge, Skills & Abilities

• Strong leadership and decision-making skills.
• Excellent interpersonal and communication abilities.
• Ability to remain calm and effective during high-pressure situations.
• Strong conflict resolution and problem-solving skills.
• Working knowledge of hotel, casino, food & beverage, and entertainment operations.
• Knowledge of Colorado gaming regulations preferred.
• Ability to maintain confidentiality and exercise professional judgment.
• Proficiency in Microsoft Office and operational management systems.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to work evenings, weekends, holidays, and varied shifts.
• Ability to respond quickly throughout the property during emergencies.
• Ability to lift up to 25 pounds occasionally.

Work Environment

• Fast-paced gaming and hospitality environment.
• Exposure to varying noise levels, crowds, and frequent guest interaction.
• Requires flexibility to support a 24-hour operation.