Manager on Duty - Overnight

Overview The Manager on Duty (MOD) serves as the acting operational leader of Golden Nugget Cripple Creek during assigned shifts. The MOD is responsible for ensuring exceptional guest service, maintaining regulatory compliance, supporting departmental operations, resolving guest and employee concerns, and safeguarding company assets. This role acts as the central point of contact for operational issues and emergencies while promoting Golden Nugget's Mission Statement and Core Values. Responsibilities 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. Qualifications 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. Pay Range USD $58,000.00 - USD $63,000.00 /Yr. Tipped Position This position does not earn tips