Shift Manager - Poker

The Poker Shift Manager is responsible for the daily poker operation during their shift. As the Poker Shift Manager, your role will include: Job Responsibilities: The Poker Shift Manager is responsible for the daily leadership, supervision, and operational success of the Poker Room at Wynn Las Vegas. This role ensures exceptional guest service, compliance with all gaming regulations, efficient table game operations, and the delivery of Forbes Five-Star service standards. The Poker Shift Manager leads Poker Supervisors, Dealers, and support staff while maintaining operational integrity, game protection, and an engaging player experience for guests.The Poker Shift Manager collaborates closely with Casino Operations leadership and other resort departments to maximize guest satisfaction, support revenue objectives, and maintain Wynn Resorts' reputation for luxury hospitality and world-class gaming experiences.Essential Job ResponsibilitiesGuest Experience & Service ExcellenceDeliver exceptional guest service consistent with Forbes Five-Star standards and Wynn Resorts Core Values.Ensure all poker guests receive professional, courteous, and personalized service.Resolve guest concerns, disputes, and player-related issues promptly and effectively.Develop and maintain strong relationships with premium players and repeat guests.Actively monitor guest satisfaction and implement service recovery measures when necessary.Poker Operations ManagementOversee all daily Poker Room operations during assigned shifts.Monitor table availability, game spreads, waitlists, and staffing levels to maximize operational efficiency and guest experience.Ensure games are opened, maintained, and closed according to business demands.Evaluate game performance and make recommendations regarding table mix, limits, tournaments, and promotions.Maintain a safe, secure, and organized poker environment.Team LeadershipProvide direct leadership, coaching, and support for Poker Supervisors and Dealers.Conduct shift briefings and communicate operational priorities, promotions, and service initiatives.Monitor employee performance and provide real-time coaching and developmental feedback.Assist with recruitment, onboarding, training, and retention efforts.Foster a positive, accountable, and guest-focused workplace culture.Regulatory Compliance & Game ProtectionEnsure compliance with all Nevada Gaming Control Board regulations and company policies.Maintain the integrity of all poker games through vigilant operational oversight.Investigate and document procedural irregularities, disputes, and incidents.Ensure accurate completion of required reports and gaming documentation.Partner with Surveillance and Security when necessary to protect company and guest interests.Financial & Administrative ResponsibilitiesMonitor labor utilization and staffing efficiency within established guidelines.Assist in achieving departmental revenue and profitability goals.Review operational reports and identify opportunities for continuous improvement.Maintain accurate records of incidents, guest issues, promotions, and operational activities.Support Poker Room budgeting and operational planning initiatives.Tournament & Promotional OperationsOversee poker tournaments, special events, and promotional activities.Ensure tournaments are conducted in accordance with established rules and procedures.Coordinate with Marketing, Casino Marketing, and Special Events teams to support guest participation and engagement.Assist in the execution of high-profile poker events and VIP gaming experiences.Maximizing revenue by controlling payroll.Responsible for spreading the appropriate games in a timely fashion. Leads and directs the poker team. Accountable for diffusing problem situations and making consistent, accurate floor-calls.