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- Ensure consistent, high-quality service standards across all outlets
- Oversee front-of-house operations, including casino beverage service and restaurant outlets
- Verify all opening, closing, and operational procedures are performed to standards
- Conduct regular floor presence, including table visits, to ensure guest satisfaction and build relationships
- Maintain a clean, safe, and properly functioning environment in all areas
- Supervise, coach, and develop supervisors and front-of-house employees
- Implement and oversee training programs to ensure service excellence
- Conduct employee evaluations, performance appraisals, and development planning
- Maintain positive employee relations and administer progressive discipline when necessary
- Demonstrate and reinforce service standards (friendly greeting, engagement, guest satisfaction, and warm farewell)
- Create and manage schedules to ensure optimal service levels and labor efficiency
- Ensure training and staffing plans are executed accurately and timely
- Manage budgets, labor costs, and operational expenses while minimizing overtime
- Monitor cash handling procedures, including cash drops and cashier accuracy
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