Director of Site Operations

7 days ago

Toronto, Ontario, Canada Great Canadian Entertainment Full time

Job Summary

As a key member of the Great Canadian Entertainment team, the General Manager - Gaming Operations will provide leadership, direction, and mentoring to the operations team. This role is responsible for motivating and leading by example to ensure an engaged workforce, developing key performance indicators to focus, guide, and inspire the team to deliver.

Key Responsibilities

  • Develop and ensure achievement of budgets and goals for revenue, expenses, labor, guest experience, and operational standards (P&L responsibility).
  • Identify and implement efficiencies to maximize revenues, minimize expenses, and enhance the guest experience.
  • Positively contribute to an entrepreneurial culture that is nimble, energized, and growth-oriented.
  • Leverage talent and opportunity using sound business acumen to drive high performance and growth at the site level.
  • Ensure adherence to the Company's policies and procedures, motivate and lead by example, and support Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.

Accountabilities

  • Help create an engaged work environment by choosing positivity and fun, recognizing excellent performance, and by caring about and supporting our team members every day.
  • Provide leadership, direction, and mentoring to the site leadership team; develop performance objectives, coach/mentor, and deliver performance evaluations for direct reports.
  • Plan, direct, and implement superior execution of all operational and strategic plans at the site level as per corporate and regional direction.
  • Develop, cultivate, liaise, and promote productive working relationships with all stakeholders, internal and external.
  • Understand and execute business strategies within collective agreements; create effective management-union relationships.
  • Partner with One Toronto Gaming (OTG) senior leadership team and direct reports to continually find efficiencies to maximize revenues, minimize expenses, enhance guest experience, and provide a safe and welcoming work environment for all team members.
  • Liaise with local communities; build partnerships and networks to grow the business and seize new business opportunities.
  • Hold leadership team accountable for key performance measures in all key areas, including employee engagement, Guest Service Experience Index (GSEI), and EBITDA.
  • Ensure achievement of budgets and goals for revenue, expenses, labor, guest service, and operational standards (P&L responsibility); take appropriate and timely action where there are significant variances or negative trends.
  • Analyze and direct regular financial reporting for interpretation and advice to the EVP Operations and provide recommendations for improvements and changes.
  • Anticipate operational and service issues before they escalate, trouble-shoot, and resolve guest concerns before they become complaints; be creative and solution-oriented.
  • Liaise and communicate effectively with all appropriate corporate services' units.
  • Ensure compliance with licensing laws, health and safety, and all other statutory regulations.
  • Ensure compliance with policy, procedures, and internal controls to safeguard assets and maintain integrity of all gaming operations for the site.
  • Accountable for ensuring mandatory training requirements for all team members are completed within established timelines.
  • Use foresight to forecast P&Ls, develop new value creation initiatives, and work towards establishing plans that are adaptable and effective.
  • Coach and guide the leadership team, while identifying developing talent to ensure they are well-equipped and ready for the next phase in their careers.
  • Manage other initiatives as required.

Education and Qualifications

  • Solid track record of continuing post-secondary education/executive leadership development in business or suitable combination of advanced education and senior leadership experience.
  • Minimum 10 years of gaming management experience in a senior leadership role; hospitality experience an asset.
  • Proven ability to develop and lead high-performance teams to deliver on the Company's growth commitments and increase value to its stakeholders.
  • Experience fostering and leveraging community/business/government and Crown partnerships.
  • Demonstrated expertise as a superior communicator; listening, speaking, writing, and presenting service-oriented communication (verbal and written).
  • People-focused and committed to service excellence.
  • Proactive and solution-oriented with a drive to succeed.
  • Demonstrated ability to manage a large, diverse workforce to achieve objectives.
  • Experience leading unionized and non-unionized work groups.
  • Computer fluency in MS Office suite.

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