FLOOR SUPERVISOR - TABLE GAMES

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.

• 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.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

Each candidate must:

• 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

• The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the casino.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to perform repetitive procedures and handle gaming equipment; reach with hands and arms, talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.