Senior Manager - Operations, GM

Position Summary

Reporting to the AVP/VP – Business Development, the Senior Manager is responsible for the strategic leadership and overall financial performance of the Promoter Room operations. This role will define operational strategies to maximize revenue, ensure strict compliance with GEG standards and gaming regulation, and drive service excellence across all shifts. The incumbent will lead the team in optimizing rolling transactions, enhancing promoter relationships, and developing high-level policies to adapt to dynamic market situations.

Primary Responsibility

Strategic Leadership & Financial Management:
• Formulate and implement strategic plans to achieve departmental KPIs, specifically focusing on rolling turnover, win/loss targets, and cost efficiency.
• Analyze market trends and competitor activities to recommend new business opportunities and policy adjustments to senior leadership.
• Oversee the integrity of all rolling transactions; review and approve high-value transactions and exceptions in accordance with SOPs.
• Manage the departmental budget, including labor costs and operational expenses, ensuring optimal resource allocation.
Operational Oversight & Policy Development:
• Establish and refine Standard Operating Procedures (SOPs) to ensure seamless coordination between Promoters, Operations, and related departments.
• Serve as the final escalation point for complex operational issues, gaming disputes, and high-profile guest complaints that cannot be resolved by the Manager/Assistant Manager.
• Monitor the effectiveness of internal controls and collaborate with Compliance/Audit teams to mitigate risk and ensure adherence to regulatory requirements.
• Drive continuous improvement initiatives to streamline paperwork flow, reporting accuracy, and inter-departmental communication.
Stakeholder & Promoter Relationship Management:
• Cultivate and maintain high-level relationships with key Promoters and Junket operators to drive business growth and loyalty.
• Liaise with other Division Heads (Hotel, F&B, Cage, Security) to ensure a holistic and premium experience for VIP guests.
• Represent the department in executive meetings and present operational performance reports to the VP/EVP

Team Leadership & Talent Development:
• Provide mentorship and direction to the Manager and Assistant Manager levels, ensuring they effectively execute daily operations.
• Identify training gaps and succession planning needs; oversee the development of training programs to upskill the workforce.
• Foster a culture of excellence, integrity, and superior customer service; handle high-level disciplinary actions and performance appraisals for direct reports.

Requirements

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field, or with minimum of 8 years of experience in Casino Operations or Business Development, with at least 3-5 years in a managerial capacity (Manager level or above).
• Extensive knowledge of VIP/Junket operations, rolling programs, and casino regulatory requirements.
• Ability to interpret financial data and market trends to make high-level business decisions.
• Excellent command of written and verbal English and Cantonese; Mandarin is highly advantageous for promoter relations.
• Exceptional conflict resolution skills and the ability to remain calm under high-pressure situations.
• Record of managing medium-sized team and developing subordinates.
• Proficient in casino management systems and Microsoft Office Suite (Excel, PowerPoint).