Administration - Operations Manager

The Operations Manager is responsible for supporting the General Manager in the overall leadership and daily operation of the Coos Bay Casino. The Operations Manager works collaboratively with departments to maintain high standards in gaming, food and beverage, and customer experience while aligning operations with TRCR’s values and strategic goals.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Manages the Managers on Duty (MODs), Marketing Supervisor, Security Supervisor, and Player Service’s Supervisor to ensure effective leadership presence, quality assurance of service delivery, and real-time guest and team member support.
• Ensures all areas of Casino operation, including gaming, F&B, and facilities, are aligned with service standards and operating procedures.
• Monitors compliance with internal policies, health and safety regulations, and licensing requirements across departments.
• Collaborates closely with F&B leadership to ensure food quality, cleanliness, safety, and service expectations are consistently met or exceeded.
• Supports initiatives to drive guest satisfaction, revenue growth, and cost-effective operations within the F&B department.
• Provides leadership coaching to department heads, supervisors, and frontline leaders to build a high-performance culture.
• Identifies department specific performance gaps and works with HR and Training to implement corrective and development strategies.
• Holds leaders and staff accountable to performance standards, behavior expectations, and guest service goals.
• Ensures all departments are adequately staffed and schedule optimization is maintained to support operational efficiency and guest service.
• Collaborates with Executive team on the content, development and execution of the following programs or processes: rewards and recognition, new hire orientation, onboarding, selection of first-time leaders, leadership development, guest service training, and monthly team member meetings.
• Makes financially responsible decisions aligned with budget goals: reviews expenditures and recommends cost-saving opportunities without compromising quality.
• Collaborates with department leaders to ensure alignment with annual business and financial plans.
• Participates in strategic planning and operational improvement initiatives.
• Reviews current policies and recommends updates to the Executive Team to ensure regulatory compliance and operational relevance.
• Coordinates closely with guest-facing departments to ensure an exceptional and seamless experience throughout the property.
• Responds to escalated guest concerns promptly and effectively; empowers the MODs and leaders to resolve issues at the point of service.
• Promotes teamwork, mutual respect, and open communication across departments to drive a unified, guest-centric culture.
• Serves as a visible, approachable leader and role model for team members at all levels.
• Acts as General Manager in their absence, ensuring operational continuity and decision-making authority.
• Represents the Casino in community outreach and industry events as needed.
• Other duties as directed by management.

WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.

Qualifications

EXPERIENCE, EDUCATION AND ELIGIBILITY

• Minimum age requirement for this position is 21 years old.
• Bachelor’s Degree in Business Administration/Management and 6 years’ experience in the Casino industry with an increase in responsibility or equivalent combination of education, training and experience.
• Proven experience in Gaming Operations management.
• Strong financial acumen and understanding of budget management.
• Excellent communication, conflict resolution, and interpersonal skills.
• Working knowledge of tribal gaming operations.
• A thorough understanding of computer programs, including all windows applications required.
• Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
• Comply with pre-employment, random and reasonable suspicion alcohol and drug testing.
• Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission.
• Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.

PHYSICAL REQUIREMENTS

• Must be able to sit, stand and/or walk for up to 8 hours.
• Must be able to carry, reach, twist, bend and squat frequently.
• Must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 75 pounds with assistance as needed.

SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 “Be Kind. Always.” Your commitment will help us meet our Purpose.

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.