Floor Supervisor, Table Games - Ottawa, Canada - Hard Rock Cafe International (USA), Inc.

Hard Rock Cafe International (USA), Inc.

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

A Table Games Floor Supervisor is responsible for the supervision of a specific section of casino Table Games for a particular shift.

This includes employee development, the management and enforcement of all applicable policies and procedures (for both Table Games operations and the general property), all while maintaining the highest standards of player service.

They are responsible for creating memorable moments for all of our guests by ensuring that their team is offering an exciting, well-paced, accurately dealt and fairly delivered gaming experience that will ensure player satisfaction and return play.

Responsibilities:

Responsible to supervise and coach a team of Dealers within their assigned section, in order to ensure that they are following all policies and procedures set by management
Employ both positive and corrective feedback to improve Dealer performance
Consult with the Pit Manager to monitor and adjust table limits with respect to gaming volume
Utilize the player rating system to record wagers and transactions in an efficient, timely manner
Monitor and manage Dealer bankrolls through the approval of transactions, and the use of fills and credits
Execute card changes and monitor the condition of all gaming equipment within their assigned section
Monitor all gaming activity within their section with a particular emphasis on game protection
Handle casino guests' needs, complaints and disputes related to Table Games and the overall property in a timely, professional manner
Must be knowledgeable of all department policies and procedures, including game specific procedures and standard operating procedures for live table games and the general property
Comply with all departmental and company policies including business ethics guidelines and all regulatory requirements
Offer an exciting, memorable and premium guest experience, resulting in the highest level of customer satisfaction and return play
Treat fellow team members with kindness and respect, and maintain a positive attitude in the workplace, promoting a high level of morale and contributing to a positive work environment for everyone
Maintain a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance.
Work diligently to support the company's culture and team philosophy throughout the property
Exhibit a high level of patience and calm when confronted with challenges associated with a fast paced gaming environment, and resolve guest issues with kindness and empathy
Ensure the confidentiality and protection of each guest's personal information, including playing habits, jackpots and rewards, credit lines and win/loss results
Maintain confidentiality of all company proprietary information including business processes, customer lists, marketing plans and any other confidential information
Act as a role model to all team members and always present themselves as a credit to Hard Rock
Promote positive public relations and create an entertaining and enjoyable atmosphere for all
Be ready and available to work all assigned shifts, including evenings, weekends and holidays
Other duties as assigned
Lives the Brand

This job description reflects the position's essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS

Successfully complete an interview, outlining all gaming experience
Demonstrate proficiency in the games where experience is indicated
Possess exceptional guest service skills including a positive demeanor and a calm, steady temperament
Demonstrate and maintain strong ethical standards at all times
Have knowledge of Hard Rock Casino's compliance and regulations, as well as all Table Games policies & procedures

Minimum Requirements:

High school diploma or an equivalent combination of education and work experience
One (1) year of experience as a Table Games Dual Rate Supervisor or above
Two (2) years of experience in Table Games as a Dealer and/or Floor Supervisor, with the ability to deal Blackjack, various Novelty games, and two (2) additional core games (i.e. Craps, Baccarat or Roulette)
The ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

SKILLS

Knowledge and experience using a gaming management system (GMS), preferably Bally's (i.e. Tableview), would be optimal
Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) for this jurisdiction is preferred
Must possess excellent communication and guest service skills
Excellent interpersonal, written and verbal communication skills in English is essential
Proficiency in a second language (French) is preferred
Analytical, observational, organizational, interpersonal and communication skills

PHYSICAL DEMANDS