Hospitality Supervisor - Kahnawake, Canada - Playground

Playground
Playground
Verified Company
Kahnawake, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Playground is rapidly expanding and is currently seeking a dynamic and experienced
Hospitality Supervisor to join our dynamic EGD (Slot) team.


_ Schedule:
__Variable - Days, Evenings, Nights, Weekends_


Who you are:
At Playground the
Hospitality Supervisor is expected to oversee the daily EGD (slot) operations.

Responsible for monitoring daily activities and motivating staff members to maintain the highest customer service standards while adhering to all department and company policies, procedures and directives.


Responsibilities:


  • Maintain a thorough understanding of the roles and responsibilities of the department to ensure a high standard of operation.
  • Coordinate and oversee the team; provide leadership, direction and training
  • Maintain a consistent presence during peak times and major events to actively evaluate service improvement and performance
  • Responsible for guiding, instructing and conveying direct reports as delegated by the Director; organize brief, productive meetings to inform the entire team about upcoming events, promotions, policy changes or other essential issues when necessary
  • Ensure a standard of excellence in customer service; lead by example in all interactions; provide a courteous and pleasant experience to highvalue players and newcomers alike.
  • Ability to handle difficult situations, interactions, or complaints with tact and professionalism in a positive and timely manner while following all appropriate internal protocols and guidelines; ensuring prompt and adequate resolution.
  • Maintain effective and harmonious channels of communication across the organization and ensure that the Director is kept apprised of all exceptional and crucial issues.
  • Knowledgeable in answering customer's inquiries, payouts and jackpot structures.
  • Knowledgeable on machine locations and games including all game, denomination and other relevant variations.
  • Responsible for the overall engagement of the EGD (slot) floor team by coaching, addressing and managing their feedback, suggestions and complaints bridging all relevant communications with the HR department.
  • Observe and enforce policies, internal controls and gaming regulations to ensure compliance with The Kahnawake Gaming Commission.
  • Conduct floor inspections to ensure compliance with our safety and sanitation policies; ensure physical distancing protocols are being followed throughout the gaming floor
  • Working knowledge of the Wigos system and its functions
  • Approve jackpot and credit payouts that exceed the thresholds set by the Minimal Internal Control Standards.
  • Ensures clear and constant communication throughout the Supervisor and Management teams by recording all observations, decisions and incidents of any nature in the Supervisors' Daily Report.

Requirements:


  • Must have supervisory experience (service industry preferred)
  • Must be bilingual (English and French) and 18 years or older.
  • Excellent communication, interpersonal and organizational skills.
  • Ability to multitask and remain calm and professional in a fastpaced environment.
  • Solid understanding of fraud prevention and gaming regulations.
  • Thorough knowledge of Playground's policies and regulations
  • Flexibility to work various shifts, including weekends, evenings and holidays.
  • Proficiency in MS Office Suite and strong mathematical skills.
  • Previous experience in a casino and management role.


Playground est en pleine expansion et recherche actuellement un superviseur de l'accueil dynamique et expérimenté pour rejoindre notre équipe dynamique EGD (Slot).


Horaire:
_Variable - jours, soirées, nuits, week-ends_


Qui vous êtes:

Au Playground, le superviseur de l'accueil est chargé de superviser les opérations quotidiennes de l'EGD (machines à sous).

Il est chargé de surveiller les activités quotidiennes et de motiver les membres du personnel à maintenir les normes les plus élevées en matière de service à la clientèle, tout en adhérant à toutes les politiques, procédures et directives du département et de l'entreprise.


Responsabilités:


  • Comprendre parfaitement les rôles et les responsabilités du département afin de garantir un niveau de fonctionnement élevé.
  • Coordonner et superviser l'équipe ; assurer le leadership, l'orientation et la formation.
  • Assurer une présence constante aux heures de pointe et lors d'événements majeurs afin d'évaluer activement l'amélioration et les performances du service.
  • Guider, instruire et transmettre aux subordonnés directs les informations déléguées par le directeur ; organiser des réunions brèves et productives pour informer l'ensemble de l'équipe des événements à venir, des promotions, des changements de politique ou d'autres questions essentielles, le cas échéant.
  • Assurer un niveau d'excellence dans le service à la clientèle ; montrer l'exemple dans toutes les interactions ; offrir une expérience courtoise et agréable aux
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