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• Overseeing all aspects of casino floor operations, including gaming, entertainment, and guest services.
• Managing and leading a diverse team of casino staff, including dealers, supervisors, and guest relations personnel.
• Ensuring compliance with all gaming regulations, licensing requirements, and internal policies.
• Developing and implementing strategies to enhance guest satisfaction and retention.
• Monitoring financial performance, including revenue generation and cost control.
• Collaborating with department heads to ensure smooth coordination and service delivery.
• Implementing and maintaining high standards of operational efficiency and safety.
• Resolving guest complaints and operational issues promptly and effectively.
• Managing inventory, supplies, and equipment for operational areas.
• Contributing to the development and execution of marketing and promotional activities.

Job Description

Overview

About Seminole Hard Rock Hotel & Casino Hollywood

Seminole Hard Rock Hotel & Casino Hollywood is the flagship casino resort of Hard Rock International, owned by the Seminole Tribe of Florida. This world-renowned entertainment, gaming and hospitality destination unveiled a $1.5 billion expansion on Oct. 24, 2019. New offerings include 638 upscale guestrooms in the first-ever Guitar Hotel, 168 luxury guestrooms and unique swim-up suites in the adjacent Oasis Tower at Seminole Hard Rock Hotel & Casino Hollywood, and 465 newly redesigned guestrooms in Hard Rock Hotel for a combined room count of 1,271 throughout the resort. Additional amenities include the lush, “Bora Bora” style lagoon with private cabanas and butler service; a 42,000 square-foot Rock Spa® & Salon; a 13.5-acre recreational water experience for swimming, kayaking and paddle boarding; 19 dining outlets and 20 bars and lounges; an expansive gaming floor with 3,100 slots, 195 table games and a 45-table poker room; 120,000 square feet of premier meeting and convention space including a 38,000 square-foot, carpeted exhibition hall; and a 26,000 square-foot retail promenade. The highly anticipated Hard Rock Live entertainment venue with a 7,000-person capacity, will showcase A-list entertainers, comedy acts, Broadway performances, sporting events and live broadcast productions. The integrated resort is located on 87 acres of the Hollywood Seminole Reservation along State Road 7 (U.S. Highway 441), and is 10 minutes from Fort Lauderdale/Hollywood International Airport and 30 minutes from downtown Miami and Miami International Airport. For more information, visit us online at call or follow us: Facebook: SeminoleHardRockHollywood, Twitter: @HardRockHolly, Instagram: @HardRockHolly.

Benefits & Perks:

We offer rockin' benefits that include Medical, Dental, Vision & Life Insurances, 401K, Paid time off, Annual Bonus Opportunity & much more! Please visit to see our full list of benefits!

Responsibilities

The Vice President of Gaming Operations will oversee the daily planning, direction, and operations of the casino in collaboration with the property President and other senior executives. The candidate will be responsible for the successful operation of Hollywood Hard Rock’s Table Games, Poker, and Sports Book Departments, focusing on department profitability, guest satisfaction, Team Member engagement, safety, and regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities include, but are not limited to, the following:

• Responsible for directing the overall operations and staff of the Table Games/Sports Book/Poker department(s). Develop, implement, and manage operational goals and monitors achievements of performance and profit objectives.
• Ensure that scheduling is done effectively and efficiently while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction.
• Responsible for preparing, monitoring, and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns/deviations to the Executive Comp Team or property President.
• Enthusiastically supports, actively promotes, and demonstrates superior guest service. Ensures customer service standards are followed by all Team Members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
• Provides direction to Table Games/Sports Book/Poker leadership and oversees all game protection and overall operations.
• Stay abreast of new technology, equipment, and games under development, and evaluate their potential benefits for implementation.
• Continually recommend and test new technology to enhance the product offering. This will provide guests with the most desirable product mix based on individual demographic preferences.
• Continuously review and evaluate casino floor layouts and test, refine, and improve floor performance.
• Regularly shop local competitors and stay updated on their floor layouts and product offerings to ensure we remain competitive and retain an advantage.
• Collaborate with marketing to develop cost-effective promotions that generate additional gaming revenue.
• Work with IT and marketing to maximize the potential of our accounting and player tracking systems.
• Work with corporate and property management to maintain hold percentages that align with the location and marketing strategy.
• Maintain master summary evaluation programs to track and summarize gaming performance.
• Facilitate “best practices” to ensure that top ideas and procedures are shared across properties.
• Assist in interviewing, hiring, and managing Gaming Department Management in conjunction with the property President.
• Work with the property President to set goals and objectives for the management team.
• Stay updated on gaming regulations to ensure ongoing compliance.
• Review departmental policies and procedures to ensure effectiveness and alignment with property objectives.
• Oversee gaming guest service training programs to elevate service to a position of excellence.
• Maintain a clean, safe, and hazard-free work environment.
• Collaborate with the property President to develop, implement, and measure the department’s strategic plan and objectives, including payroll, equipment, operational expenses, and capital budgets.
• Oversee the daily operation of all Gaming Operations department functions, including the direction, coordination, administration, oversight, and measurement of all department initiatives, goals, and objectives.
• Ensure department activities reflect the Seminole Tribe’s policies and procedures and comply with National Indian Gaming Commission (NIGC) and federal regulatory requirements. Monitor internal controls for efficiency and effectiveness, maintaining the integrity of all department activities.
• Develop and implement Gaming Operations department policies and procedures, obtaining approval from Human Resources to ensure alignment with Seminole Gaming/Hard Rock policies, including business ethics guidelines.
• Maximize Table Games revenue by identifying the proper product mix, positioning, and pricing levels, and initiating new Table Games products. Efficiently staff and schedule the Table Games Department based on special events, seasonality, and business conditions. Ensure the protection of guests’ rewards and credit lines.
• Assist in hiring, training, and retaining department members. Mentor direct reports to enhance their knowledge, skills, and abilities through education, training, coaching, and corrective counseling.
• Stay informed about current trends and practices in responsibility, and communicate pertinent information to management, peers, direct reports, and Team Members. Maintain the utmost integrity and confidentiality of all Seminole Gaming trade secrets and proprietary information, including but not limited to business processes, guest lists, and marketing plans.
• Promote the highest level of guest service and develop professional relationships with guests to encourage continued and increased patronage.
• Demonstrate a commitment to responsible gaming and responsible alcohol service, including discouraging and preventing problem gambling and underage gambling/alcohol consumption.
• Observes and monitors staff performance and plan work processes to ensure efficient operations and adherence to policies and procedures.
• Recommends and approves changes in status of team members including but not limited to changes from full-time to part-time, promotions, and transfers.
• Responsible for the overall engagement of all team members by addressing and managing Team Member feedback, suggestions, complaints, and grievances.
• Ensure prompt and discreet notification to management and/or the Ethics Hotline ) of any observation of illegal acts or internal ethics violations.
• Participate in special projects as assigned.
• Perform all other related and comparable duties as assigned.
• Responsible for staff development and training programs.
• Responsible for rewards and recognition programs to maximize employee engagement.
• Evaluates Team Members within department and delivers constructive feedback to employees regarding performance.
• Determines recommendations for staffing (including interviewing and hiring) and scheduling (planning, assigning, and directing work) to meet business needs.
• Determines work procedures and expedites workflow.
• Responsible for employee performance (disciplining, coaching, counseling).

Qualifications

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Professional appearance and demeanor with an outgoing, friendly personality. Must demonstrate extraordinary guest service skills with effective listening skills. Must possess excellent oral and written communication skills with ability to independently maintain high levels of productivity. Must be able to communicate effectively with guests in English, specific to position duties and responsibilities. Ability to work flexible schedule including nights, weekends and holidays is required.

MATHEMATICAL SKILLS:
Proficient mathematical skills with strong analytic skills specific to job responsibilities are required. Ability to compute rates, ratios, and percentages. Must possess ability to define problems, collect data, establish facts, and draw valid conclusions.

EDUCATION AND/OR EXPERIENCE :

• Bachelor’s degree preferred with a minimum of ten (10) years casino experience including five (5) years at department head level, or an equivalent combination of education and experience. Must be knowledgeable of all Table Games Seminole Gaming’s Compliance/Regulations. Experience in using desktop computers, MS Office applications, CMP, SODA, Tangam, etc.
• Must be proficient in Microsoft applications (Excel, Word) and have knowledge of Casino Operations operating systems.
• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the public.
• Must have extensive knowledge of all Casino Operations.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Excellent interpersonal, communication, team building and problem-solving skills required. Must have the ability to resolve stressful situations. Must be self-motivated and able to work under pressure, handle situations in a timely manner, and work independently. Must be able to communicate effectively in person, on the telephone, and in writing. Analytical skills and guest service orientation required. Ability to perform multiple tasks in an efficient manner.

PHYSICAL DEMANDS :
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position.

• Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise, and stress related to servicing guests in a high pressure and fast paced environment.
• Must be able to stand for an entire shift and be able to continuously maneuver throughout the Casino areas.
• Must be able to respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other office equipment.
• Must be able to lift 30 pounds and able to bend, reach and stoop on a limited basis.

WORK ENVIRONMENT :

Constant exposure to casino related environmental factors including, but not limited to crowds, secondhand smoke, and excessive noise. Intermittent time in office consisting of environmental factors typical in an indoor, climate-controlled office environment.

EMPLOYMENT PREFERENCE:

The Tribal Council gives preference in all its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements.

DISCLAIMER
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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• Bachelor's degree in Business Administration, Hospitality Management, or a related field. Master's degree preferred.
• Minimum of 7 years of progressive experience in casino operations management, with at least 3 years in a senior leadership role.
• Proven track record of successfully managing large-scale gaming operations and exceeding performance targets.
• In-depth knowledge of casino games, gaming regulations, and operational best practices.
• Demonstrated leadership abilities with experience managing diverse, remote teams.
• Excellent analytical, strategic planning, and decision-making skills.
• Proficiency in casino management systems and relevant software.
• Ability to work independently and effectively in a remote environment, demonstrating strong time management and self-discipline.
• Exceptional communication, presentation, and interpersonal skills.
• Passion for the leisure and sports industry, with a keen understanding of the entertainment consumer.

• Oversee all casino floor operations, including table games, slot operations, and cage/cashier functions.
• Develop and implement strategic initiatives to maximize revenue and profitability.
• Ensure compliance with all federal, state, and tribal gaming regulations.
• Manage operational budgets, controlling costs and optimizing resource allocation.
• Foster a positive and high-performance work environment for all casino staff.
• Develop and execute marketing and promotional strategies to attract and retain customers.
• Enhance the guest experience by ensuring exceptional service standards and personalized attention.
• Analyze gaming performance data to identify trends and opportunities for improvement.
• Collaborate with marketing, security, and F&B departments to create integrated guest experiences.
• Stay current with industry best practices and emerging trends in casino operations and gaming technology.

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.
• Minimum of 10 years of progressive experience in casino operations management, with at least 5 years in a senior leadership role.
• Extensive knowledge of gaming regulations, internal controls, and compliance requirements.
• Demonstrated success in P&L management and revenue generation.
• Proven ability to lead, motivate, and develop large teams in a demanding environment.
• Exceptional understanding of casino games, table game operations, and slot management.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication, interpersonal, and presentation skills.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Deep understanding of the Las Vegas gaming market is a significant plus.

• Developing and implementing strategic plans to enhance revenue and profitability.
• Managing budgets, controlling costs, and ensuring compliance with financial regulations.
• Leading, mentoring, and developing a diverse team of operational staff.
• Collaborating with marketing and promotions teams to create engaging guest experiences.
• Monitoring gaming activities to ensure fairness, integrity, and adherence to all legal requirements.
• Resolving escalated guest issues and complaints with professionalism and efficiency.
• Analyzing performance data to identify areas for improvement and implement corrective actions.
• Staying abreast of industry trends, emerging technologies, and competitive landscape.

• Oversee and manage all daily operations of the casino floor.
• Develop and execute strategic plans to maximize gaming revenue and profitability.
• Lead, motivate, and develop a diverse team of casino professionals.
• Ensure compliance with all gaming regulations, licensing requirements, and internal policies.
• Implement and maintain exceptional customer service standards.
• Manage operational budgets, forecasts, and financial performance.
• Analyze gaming trends and implement strategies for competitive advantage.
• Collaborate with marketing and other departments to drive integrated guest experiences.
• Maintain a safe, secure, and compliant gaming environment.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Minimum of 10 years of progressive experience in casino operations management.
• Demonstrated success in revenue generation and cost management within a gaming environment.
• In-depth knowledge of table games, slot operations, and casino marketing.
• Strong understanding of gaming regulations and compliance.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to work flexible hours, including nights, weekends, and holidays.

• Oversee the daily operations of the casino floor, including table games, slot machines, and related gaming activities.
• Develop and implement strategic initiatives to maximize revenue, profitability, and market share.
• Manage, train, and mentor a diverse team of casino operations personnel, fostering a culture of excellence and accountability.
• Ensure strict adherence to all federal, state, and tribal gaming regulations and internal controls.
• Monitor gaming trends, competitor activities, and customer feedback to identify opportunities for improvement and innovation.
• Develop and manage operating budgets, controlling expenses while optimizing performance.
• Collaborate with Marketing and VIP Services to enhance player loyalty programs and promotional activities.
• Maintain optimal staffing levels and ensure efficient scheduling to meet operational demands.
• Resolve guest issues and complaints promptly and professionally, ensuring high levels of customer satisfaction.
• Implement and oversee security protocols to safeguard assets and ensure a safe environment for guests and employees.
• Work closely with the Surveillance and Compliance departments to uphold integrity and prevent fraud.
• Analyze operational data and financial reports to identify key performance indicators (KPIs) and drive data-informed decision-making.
• Lead initiatives for new game introductions, technology upgrades, and operational enhancements.
• Represent the casino in a professional capacity within the industry and the local community.