Assistant General Manager – Training Program

Under the general supervision of the General Managers, the Assistant General Manager serves as a property-level leadership development and succession role designed to prepare qualified candidates, with preference applied consistent with Osage Casinos policy, for future General Manager and/or senior operations opportunities. This position provides leadership and operational oversight in the absence of the General Manager and supports casino operations, guest service, regulatory compliance, financial performance, employee development, and cross-department communication. The role is expected to build broad operational competency through hands-on leadership, mentoring, property exposure, and participation in strategic planning and daily operational decision-making.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

CAREER PATHWAY INTENT:

• This position is intended to strengthen leadership succession and create a structured advancement opportunity for qualified Osage tribal members and other eligible candidates.
• The Assistant General Manager should receive intentional exposure to core casino functions, including operations, finance, marketing, food and beverage, hotel/hospitality, Retail where applicable, facilities, security, compliance, human resources, and executive leadership.
• Development should include mentoring by the General Managers, Directors and Chief Officers or department leaders, participation in leadership meetings when appropriate, and documented progress toward readiness for future senior leadership roles.
• This position will be required to travel to multiple locations, including out of state.

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age.
• Bachelor’s degree in Hospitality, Business Administration, Gaming Management, Public Administration, or related field preferred; an equivalent combination of progressive gaming, hospitality, leadership, and operational experience may be considered.
• Minimum of five (5) years of gaming, hospitality, or casino operations experience preferred, including at least three (3) years in a supervisory, management, or leadership capacity.
• Demonstrated leadership potential, sound judgment, positive performance history, and ability to develop into a senior property leadership role required.
• Completion of, enrollment in, or willingness to participate in company-approved leadership development, succession, or professional development programs preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License and be able to travel between properties as business needs require.
• Required to provide documents showing the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply in accordance with Osage Casinos policy.
• Applicants must be able to perform all essential functions of the job with or without reasonable accommodation.

COMMUNICATION:

• Keeps informed of company information and communications by reviewing company announcements, property communication boards, digital signage, Osage Connect, and other approved communication channels.
• Conducts regular one-on-one meetings with direct reports and maintains open communication with team members across assigned areas of responsibility.
• Explains the purpose of operational decisions, shares relevant information, and communicates expectations clearly to applicable staff.
• Serves as a communication bridge between property leadership, department leaders, supervisors, and frontline team members.
• Seeks feedback from employees and department leaders to identify operational barriers, training needs, and opportunities for improvement.

DEPARTMENT OPERATIONS:

• Supports the General Manager and/or Directors in leading daily property operations, including gaming, hospitality, guest service, facilities, security, food and beverage, hotel operations where applicable, and other assigned departments.
• Provides leadership and operational oversight in the absence of leadership and escalates matters appropriately based on authority, urgency, risk, and business impact.
• Rotates through or receives structured exposure to key departments to build a broad understanding of casino operations, regulatory requirements, financial performance, guest service standards, and employee leadership.
• Maintains a consistent presence in front-of-house and back-of-house areas to support staff, observe operations, address concerns, and reinforce service, safety, and compliance expectations.
• Responds to and resolves escalated guest or employee issues using sound judgment, professionalism, consistency, and appropriate documentation.
• Partners with department leaders to review staffing, scheduling, training, productivity, service levels, internal controls, and operational effectiveness.
• Assists in developing, communicating, and maintaining performance standards, department goals, and accountability expectations.
• Ensures employees within assigned areas of responsibility receive fair and equitable treatment and that concerns, requests, and improvement ideas are appropriately reviewed or elevated.
• Participates in leadership meetings, operational reviews, budget discussions, property planning, and special projects as assigned by the General Manager.
• Reviews operational activity, labor, costs, guest service performance, compliance observations, and forecast information to assess progress toward property and department goals.
• Supports employee development by coaching managers and supervisors, identifying training needs, encouraging internal advancement, and modeling Osage Casinos leadership values.
• Hosts or participates in regular staff and leadership meetings to promote communication, alignment, accountability, and follow-through.
• Assists with recruiting, interviewing, onboarding, training, coaching, counseling, performance evaluation, and corrective action processes in coordination with Human Resources and department leadership.
• Represents Osage Casinos professionally at property functions, meetings, community events, and interactions with federal, state, tribal, regulatory, and business partners as assigned.
• Maintains professional and technical knowledge through company training, leadership development, mentoring, industry education, and continued learning.
• Performs other duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, always treating all guests with courtesy and consideration.
• Cooperates and communicates with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
• Responsible for promoting outstanding guest relations.
• Monitors production and service levels by interacting with guests and staff.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff are aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Read, write, speak, and understand the English language. Read company or departmental reports, newsletters, policies, and operational documents.
• Protect the Company’s value by keeping confidential information secure and using discretion in leadership decision-making.
• Demonstrate leadership potential, emotional intelligence, accountability, professionalism, and the ability to influence others through credibility and follow-through.
• Understand or develop working knowledge of casino operations, guest service, compliance, financial accountability, employee relations, and property-level leadership practices.
• Define problems, collect data, evaluate facts, identify alternatives, and make sound recommendations or decisions.
• Perform assigned tasks under limited supervision and follow written and verbal instructions.
• Present facts, recommendations, and operational updates in oral and written form. Prepare reports and correspondence as required.
• Establish and maintain positive working relationships with executive leadership, management, supervisors, employees, guests, regulators, community partners, and the public.
• Utilize Microsoft Office products and other company systems at a level necessary to review reports, prepare communication, analyze information, and support operational decisions.
• Exercise sound judgment and make decisions consistent with essential job duties, regulatory requirements, internal controls, and company values.
• Identify and address situations that could create legal, regulatory, safety, guest service, employee relations, or reputational risk.
• Respond professionally to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to perform assigned duties.
• Continue developing job knowledge by participating in educational opportunities, leadership development, professional organizations, industry events, and internal mentoring.

PHYSICAL DEMANDS:

• The employee regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 35 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts, extended hours, and irregular shifts may be required. Ability to work nights and weekends required.
• The noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.