Operations Manager

CORE RESPONSIBILITIES

1. Guest Experience & Service Excellence

1. Deliver a 6-star, high-touch experience across all private-side touchpoints.
2. Monitor service quality, floor readiness, and guest issues in real time.
3. Build a culture of premium hospitality, responsiveness, and personalized service.
4. Work closely with PAGCOR operations to maintain seamless guest flow between gaming and non-gaming areas.

2. PAGCOR Liaison, Regulatory Compliance & AMLA

1. Serve as the primary liaison with PAGCOR officers assigned to Dragon Royale.
2. Ensure complete compliance with PAGCOR rules, reporting cycles, and operational standards.
3. Oversee AMLA program implementation, player identification, reporting obligations, and suspicious transaction protocols.
4. Ensure timely submission of corporate and regulatory requirements, including permits, audits, and operational reports.

3. Casino Management System (CMS) Oversight

1. Oversee daily CMS functionality and ensure data accuracy for player ratings, promotions, and reporting.
2. Coordinate with PAGCOR and IT teams to ensure system compatibility and uptime.
3. Monitor CMS-driven processes such as carding, loyalty point tracking, jackpot logs, player movement, and host activity tools.
4. Support integration of promotional campaigns, analytics dashboards, and reporting modules.
5. Ensure all CMS controls, permissions, and audit trails comply with PAGCOR and internal requirements.

4. IT Infrastructure & Technology Coordination

1. Oversee the performance and reliability of all private-side IT systems, including networking, hardware, software, communications, and facility tech.
2. Ensure IT infrastructure supports casino operations, CMS processes, marketing systems, and administrative functions.
3. Coordinate with IT vendors, service providers, and PAGCOR technical teams to resolve issues promptly.
4. Implement standards for cybersecurity, data protection, access controls, and asset management.
5. Ensure zero system downtime that could affect guest experience or compliance.

5. Internal Leadership, Team Culture & Performance Management

1. Lead a high-performance operations team with a focus on discipline, accountability, and service excellence.
2. Provide daily coaching, alignment briefings, and performance oversight.
3. Embed a results-driven culture that prioritizes guest satisfaction, operational readiness, and compliance integrity.
4. Develop succession plans and maintain strong internal capabilities.

6. Restaurant, Vendor & Third-Party Oversight

1. Monitor restaurant operator performance and ensure adherence to SLAs.
2. Supervise outsourced vendors, facilities providers, and service partners.
3. Resolve issues involving F&B, housekeeping, maintenance, and supplies without delay.

7. Revenue, Marketing & Player Development

1. Oversee non-digital marketing, in-house promotions, and player engagement initiatives.
2. Analyze promotional ROI, player segmentation, visitation behavior, and spend patterns.
3. Drive VIP retention, host effectiveness, and repeat visitation.
4. Ensure all marketing materials and activations comply with PAGCOR and corporate guidelines.

8. Facility & Asset Management

1. Maintain a clean, safe, and guest-ready environment at all times.
2. Implement preventive maintenance programs and ensure rapid defect rectification.
3. Ensure all gaming and non-gaming equipment, signage, and infrastructure are maintained to brand and safety standards.

9. Finance Oversight (Private Proponent Functions)

1. Oversee all private-side finance functions, including budgeting, expense control, reporting, and financial compliance.
2. Ensure accurate daily, weekly, and monthly financial reporting, including P&L tracking, marketing spend, and operational cost monitoring.
3. Implement and enforce cash handling protocols, fund flow controls, and audit procedures in coordination with Finance.
4. Monitor promotional budgets, comps, reinvestment rates, and player incentives to ensure financial efficiency.
5. Validate vendor invoices, contracts, and payout documentation before escalating to the Board for approval.
6. Coordinate with internal and external auditors regarding financial reviews, compliance checks, and reconciliation processes.
7. Ensure procurement and purchasing comply with policy, budget limits, and audit requirements.
8. Provide timely financial insights to the Board to support decision-making and performance optimization.

10. Other Duties & Ad Hoc Assignments

1. Perform ad hoc tasks or special assignments as may be directed by the Board of Directors.
2. Support strategic initiatives, expansions, project rollouts, and audits as needed.
3. Provide operational insights and recommendations to the Board to support long-term growth.

IDEAL CANDIDATE PROFILE

1. 5–8+ years in casino, with exposure to slots, table games environments, or integrated resorts. Experience in hospitality operations is a plus.
2. Strong knowledge of PAGCOR processes, AMLA compliance, and casino regulatory frameworks.
3. Experience overseeing CMS systems, operational technologies, or IT infrastructure in a casino or hospitality setting.
4. Highly proactive, decisive, and detail-oriented.
5. Strong leadership, communication, negotiation, and stakeholder management skills.
6. Proven track record in driving player retention, GGR impact, and operational excellence.

KEY PERFORMANCE INDICATORS (KPIs)

1. Monthly GGR and non-gaming revenue contribution
2. Player retention, visitation frequency, and VIP yield
3. Guest satisfaction and service recovery metrics
4. Zero critical PAGCOR and AMLA findings
5. CMS uptime, data accuracy, and IT infrastructure stability
6. Financial accuracy, budget adherence, and cost control efficiency
7. Timeliness/completeness of corporate and regulatory compliance
8. Facility readiness and issue resolution time
9. Team discipline, productivity, and performance scores
10. Promotional ROI and incremental revenue impact