General Manager-GCT

Position Summary

Under the direction of the Executive Vice President, Operations - GTA, this position provides leadership, direction and mentoring to the operations team; motivating and leading by example to ensure an engaged workforce. Develops key performance indicators to focus, guide and inspire the team to deliver. Develops and ensures achievement of the budget as well as goals for revenue, expenses, labour, guest experience and operational standards (P&L responsibility). Identifies and implements efficiencies to maximize revenues, minimize expenses, and enhance the guest experience. Positively contributes to an entrepreneurial culture that is nimble, energized and growth oriented. Leverages talent and opportunity using sound business acumen to drive high performance and growth at the site level. Ensures adherence to the Company’s policies and procedures, motivates and leads by example and supports Great Canadian’s learning environment while establishing a safe and welcoming work environment for all team members.

Key Accountabilities

• Helps create an engaged work environment by choosing positivity and fun, recognizing excellent performance, and by caring about and supporting our team members every day
• Provides leadership, direction and mentoring to the site leadership team; develops performance objectives, coaches/ mentors and delivers performance evaluations for direct reports
• Plans, directs and implements superior execution of all operational and strategic plans at the site level as per corporate and regional direction
• Develops, cultivates, liaises and promotes productive working relationships with all stakeholders, internal and external
• Understands and executes business strategies within collective agreements; create effective management-union relationships
• Partners with One Toronto Gaming (OTG) senior leadership team and direct reports to continually find efficiencies to maximize revenues, minimize expenses, enhance guest experience and provide a safe and welcoming work environment for all team members
• Liaises with local communities; builds partnerships and networks to grow the business and seize new business opportunities
• Holds leadership team accountable for key performance measures in all key areas including employee engagement, Guest Service Experience Index (GSEI), and EBITDA
• Ensures achievement of budgets and goals for revenue, expenses, labour, guest service and operational standards (P&L responsibility); takes appropriate and timely action where there are significant variances or negative trends
• Analyzes and directs regular financial reporting for interpretation and advice to the EVP Operations and provides recommendations for improvements and changes;
• Anticipates operational and service issues before they escalate, trouble-shoots and resolves guest concerns before they are complaints; is creative and solution-oriented
• Liaises and communicates effectively with all appropriate corporate services’ units
• Ensures compliance with licensing laws, health and safety and all other statutory regulations
• Ensures compliance with policy, procedures and internal controls to safeguard assets and maintain integrity of all gaming operations for the site
• Accountable for ensuring mandatory training requirements for all team members are completed within established timelines
• Uses foresight to forecast P&Ls, develop new value creation initiatives and work towards establishing plans that are adaptable and effective
• Coaches and guides the leadership team, while identifying developing talent to ensure they are well equipped and ready for the next phase in their careers
• Manages other initiatives as required

Education and Qualifications

• Solid track record of continuing post-secondary education/executive leadership development in business or suitable combination of advanced education and senior leadership experience
• Minimum 10 years of gaming management experience in a senior leadership role; hospitality experience an asset
• Proven ability to develop and lead high performance teams to deliver on the Company’s growth commitments and increase value to its stakeholders
• Experience fostering and leveraging community/business/government and Crown partnerships
• Demonstrated expertise as a superior communicator; listening, speaking, writing & presenting service-oriented communication (verbal and written)
• People-focused and committed to service excellence
• Proactive and solution-oriented with a drive to succeed
• Demonstrated ability to manage a large diverse workforce to achieve objectives
• Experience leading unionized and non-unionized work groups
• Computer fluency in MS Office suite