Chief Operating Officer

The Chief Operating Officer is responsible for overseeing the daily operations of the organization and ensuring efficient, effective, and compliant business practices across all departments. This role partners closely with executive leadership to implement strategic initiatives, optimize operational performance, and drive organizational growth. The Chief Operating Officer plays a critical role in maintaining high standards of service, operational excellence, and a positive guest and team member experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversees and manages day-to-day operational activities across all departments to ensure efficiency, productivity, and alignment with organizational goals.
• Develops and implements operational strategies, policies, and procedures that support long-term business objectives.
• Collaborates with executive leadership to drive strategic planning, budgeting, and performance management initiatives.
• Monitors key performance indicators and operational metrics to identify opportunities for improvement and cost optimization.
• Ensures compliance with all regulatory requirements, company policies, and industry standards.
• Leads, mentors, and develops department leaders to enhance performance, accountability, and professional growth.
• Evaluates operational processes and implements improvements to increase efficiency, service quality, and guest satisfaction.
• Oversees resource allocation, staffing models, and workflow processes to meet operational demands.
• Supports cross-functional collaboration to ensure seamless communication and execution of company initiatives.
• Addresses operational challenges and escalates critical issues as needed to executive leadership.
• Represents the organization in a professional manner with internal and external stakeholders.
• Performs other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This position has direct supervisory responsibilities and oversees multiple departments, including senior-level managers and directors.

QUALIFICATIONS:

• Proven ability to manage complex operations in a dynamic, high-volume gaming or hospitality environment.
• Demonstrates exceptional leadership, communication, and organizational skills.
• Ability to maintain strict confidentiality of sensitive company and personnel information.
• Advanced decision-making, strategic planning, and analytical skills.
• Proficient in Microsoft Office and other business-related software systems.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
• Master’s degree or advanced leadership training is preferred.
• Minimum of 10 years of progressive experience in hospitality or operational management, with at least 5 years in a senior leadership or assistant general manager role.
• Proven ability to oversee day-to-day operations across multiple departments, ensuring alignment with strategic goals and service standards.
• Strong background in team development, financial planning, budgeting, and guest satisfaction.
• Experience managing staffing, scheduling, performance metrics, and compliance requirements.
• Exceptional communication, leadership, and problem-solving skills in high-volume environments.
• Prior experience in a casino, resort, hotel, or full-service hospitality operation is strongly preferred.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, confidently, and professionally in person, by phone, and in writing with executive leadership, department heads, team members, vendors, and regulatory agencies; must lead meetings, resolve high-level issues, and represent property standards and strategic goals.
• Lifting and Carrying: Occasionally lifts and carries reports, supplies, marketing materials, or presentation tools weighing up to 25 pounds; may assist with preparation for events or operational assessments.
• Manual Dexterity: Frequently uses hands and fingers to operate computers, review reports, sign documents, and input data into business systems and software applications.
• Mobility: Frequently moves throughout all operational and guest-facing areas of the property including offices, restaurants, casino floor, hotel, and entertainment venues; must be able to conduct full-property walkthroughs, inspections, and on-the-spot staff or guest engagements.
• Stationary Work: Regularly remains seated for extended periods while working on strategic plans, analyzing reports, attending meetings, or reviewing compliance documentation.
• Tool Operation: Regular use of computers, business systems, point-of-sale management software, and standard office equipment; may also interact with surveillance, property management, or reporting platforms.
• Visual Acuity: Requires strong near and distance vision to review financial and operational reports, inspect physical property areas, monitor service standards, and observe both team member and guest activity.
• Working Conditions: Routinely operates in both office and public guest environments; exposed to moderate to high noise levels, bright lights, large crowds, fast-paced activity, and a smoking environment within or near casino or hospitality areas.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin.

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.