Reports To: Onboard Marketing Manager
Direct Reports: Assistant Casino Manager, Casino Senior Supervisor, Cash Desk Manager, Slot Manager
POSITION SUMMARY
Leads and manages the ship’s Casino Department with an emphasis on core functions including: Casino operations, achieving established revenue targets, achieving established guest satisfaction targets, maintaining compliance in all gaming rules and regulations as per SQM, building and maintaining relationships with Casino VIPs, and directing the performance management of the Casino Staff.
ESSENTIAL DUTIES & RESPONSIBILITIES
Drives to achieve or exceed revenue targets.
All duties and responsibilities are to be performed in accordance with Celebrity Cruises’ Pillars of Safety, Service and Style, ISM/ISO and SQM standards, USPH guidelines, and environmental regulations.
Each shipboard employee may be required to perform all functions in various service venues and throughout the ship.
- In accordance with Celebrity Cruises’ Pillars of Safety, Service and Style, as well as through Celebrity Connections, each employee conducts oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or in the presence of guest contact and crewmember areas.
- Manages, coaches, supports, supervises, and evaluates (in conjunction with the Onboard Marketing Manager) the performance of all direct reports.
- Manages the overall casino and gaming function onboard the vessel. Creates an entertaining gaming environment, which intrigues, attracts and retains the attention of the guests.
- Manages and reviews financial transactions, monitors budget to ensure efficient operation and to ensure expenditures stay within budget limitations. Constantly reviews current operating procedures for revenue-enhancement opportunities, through shipboard marketing efforts, up selling programs, and special promotions, etc. Reviews for final approval requisition estimates for gifts, prizes, product replacements, supplies, purchases, etc.
- Implements Celebrity Cruises’ brand standards for the casino function. Monitors the casino staff to ensure procedures and services are performed in accordance with Celebrity Cruises’ brand standards. Reviews audit comments, discusses with subordinate management, and implements audit recommendations.
- Oversees all casino operations, presentations, activities and quality in all venues. Observes preparation to ensure quality standards are met. Oversees the care and maintenance of all equipment, props, supplies, etc. Oversees all special events conducted onboard the vessel requiring the casino staff.
- On a regular basis, meets with Casino Assistant managers and staff, to review the requirements of the day’s schedule, international guest requirements and disseminates any other company related correspondence, notices, policies, procedures, etc. Reviews schedule to estimate time requirements to ensure speed and efficiency. Meets with function managers and/or staff to review guest comments to implement revisions and improvements.
- Maintains a high degree of “floor presence” to observe the casino games, slot machines, cash desk to minimize security and fraud issues. Monitors the casino staff to ensure procedures and services are performed in accordance with Celebrity Cruises’ brand standards. Oversees the cash handling functions to ensure the counting and reconciliation processes are conducted according to established procedures.
- Initiates and approves all casino marketing and casino promotions with the OMM, to maximize guest’s awareness and participation of onboard casinos.
- Investigates and resolves casino quality and service issues in a timely fashion, and always with a view to exceeding the expectations of our guests.
- Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and crewmembers with inquiries.
- Attends meetings, training activities, courses and all other work-related activities as required, and ensures that Casino staff is also in attendance as needed.
- Responsible for meeting the established targets set forth on Balanced Score card including guest ratings, revenue targets, and crewmember satisfaction goals.
- Builds and maintains relationships with Casino VIP guests, and identifies new VIPs based on observation and feedback from staff.
- Continuously analyzes feedback from guests regarding the Casino operation and puts processes in place to improve business practices based on guest feedback.
- Follows all Safety and Environmental guidelines as per SQM, under the direction of the ship’s Master.
- Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the shipboard employee occupying this position. Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
FINANCIAL DUTIES
Financial responsibilities for budget, expenses and/or achievement of revenue targets.
- This position is responsible for meeting or exceeding revenue targets.
- This position is responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment as per SQM.
- Manages the financial budget for the assigned area, including the successful identification of expense reduction through cost control.
- Ensures the continuous operation of computer related equipment.
- Records production and operational data on specified forms.
- Analyzes operational problems and establishes controls. Reviews the overtime requests against production levels to determine appropriate needs and approves amounts accordingly.
- Reviews timesheets and forwards to the Onboard Marketing Manager, for final approval.
- Prepares a variety of reports and letters utilizing personal computer system and equipment.
- Reviews requisitions from subordinate staff and forwards to the Manager, Hotel Operations for final approval. Requires the items be requisitioned in correct quantities, within acceptable timeframes and in accordance with established control procedures. Conducts workstation spot checks to ensure items are correctly stored to minimize deterioration and waste.
LEADERSHIP RESPONSIBILITIES
- People management responsibilities to ensure optimal performance of the function.
- Monitors and manages the various assigned workstation functions. Monitors the assignment of duties and responsibilities to his/her staff. Observes and evaluates staff and work procedures to ensure quality standards and service are met.
- Makes recommendations regarding personnel actions such as new hire requests and discharges, to ensure adequate and continuous staffing. Inspects workstations, work areas, equipment, etc. to ensure efficient service and conformance to standards.
- Mentors, develops, and provides on-the-job training to his/her staff to strengthen their current performance and preparation for future advancement.
- Continuously monitors and assess morale of Casino crewmembers. Participates in and openly supports shipboard initiatives to enhance crewmember welfare.
- Demonstrates open, positive support of all corporate initiatives and programs.
- Facilitates and guides team to do the right things, acts as a role model for Celebrity standards of professionalism and integrity.
- Ensures standards of consistency and fairness are maintained by other managers of the Casino Department.
QUALIFICATIONS
Minimum hiring, language and physical requirements to perform the job.
Hiring Requirements:
- Two to five years progressive managerial experience in a casino function in a cruise line. Satisfactory completion of Gaming Board/Commission approved dealer school.
- Ability to manage the financial aspects of a casino operation, including the successful identification of expense reduction through cost efficiencies and revenue growth through promotional and up-selling activities.
- Ability to manage headcount within area as it relates to and supports the business needs of the vessel.
- Very strong management skills in a multicultural and dynamic environment. Very strong communication, problem solving, decision making, and interpersonal skills.
- Superior customer service, teambuilding and conflict resolution skills. Strong planning, coaching, organizing, staffing, controlling, and evaluating skills.
Intermediate computer software skills required.
- Possess a good understanding of basic accounting principles such as numbering flow, “Debits/Credits”, adjusting entries and corrections.
- Knowledge of principles and processes for providing customer and personal service including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques.
- Knowledge of policies and practices involved in the human resources function. Ability to manage the international staff in a positive and productive manner by motivating, developing and managing employees as they work. Ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment.
- Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred.
Language Requirements:
- Ability to speak English clearly, distinctly and cordially with guests.
- Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
Royal Caribbean Group
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