Position Overview

The Operations Manager is a key leadership role at Delta Bingo & Gaming, responsible for ensuring an exceptional guest experience while maintaining full compliance with all regulatory requirements and internal policies. 

Key Responsibilities

Operational Management

• Ensure smooth operation of both front-of-house and back-of-house functions, with attention to food safety, cleanliness, and customer experience.
• Manage daily cash handling procedures, including balancing floats, preparing deposits, and verifying financial reports.
• Lead monthly inventory checks and prepare relevant financial documentation for stakeholders.
• Maintain full compliance with all regulatory and legal standards, including AGCO and OLG requirements.

Staff Leadership & Development

• Supervise, motivate, and support staff to ensure consistent performance and engagement.
• Provide coaching, recognize achievement, and address performance issues when necessary.
• Assist with staff scheduling, payroll approvals, and performance reviews.

Customer Service & Experience

• Act as a key point of contact for customer inquiries, feedback, and resolution of issues.
• Foster a welcoming, professional, and engaging atmosphere for patrons.
• Lead by example and encourage a culture of teamwork, respect, and service excellence.

Administrative & Promotional Support

• Oversee general administrative duties related to operations and office management.
• Support planning and execution of in-house promotional events and campaigns.
• Maintain accurate records and input financial data into internal systems.

Stakeholder Collaboration

• Liaise professionally with external partners including the Ontario Lottery & Gaming Corporation (OLG) and charity partners.
• Ensure timely, effective communication with all external stakeholders and regulatory bodies.

Core Competencies & Expectations

• Leadership – Demonstrates integrity, initiative, and the ability to inspire and guide others; lives out the company values of Community, Innovation, and Leadership.
• Professionalism – Maintains a high standard of conduct, dress, and accountability in all areas.
• Adaptability – Flexible and willing to support changing operational needs, including shift coverage and task variety.

Qualifications & Requirements

• Must be eligible for and maintain an AGCO Gaming License (mandatory condition of employment).
• Post-secondary education in Business Administration, Hospitality, Operations Management, or a related field.
• Minimum of 3–5 years’ experience in operations management or a similar leadership role, preferably in hospitality, gaming, or entertainment.
• Proven leadership and organizational skills with strong decision-making capabilities.
• Exceptional communication and interpersonal skills.
• Proficient in Microsoft Office and operations management systems.
• Comfortable with cash handling, financial reporting, and administrative procedures.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.