SUPERVISOR - CREDIT

As the latest jewel in the renowned Hard Rock crown, this exceptional venue is set to redefine entertainment and hospitality in Canada's capital city.

Boasting a prime location, Hard Rock Hotel & Casino Ottawa will be a stunning fusion of contemporary style and timeless rock 'n' roll flair. The moment you step inside, you'll be transported into a world of music, memorabilia and non-stop excitement.

Are you ready to experience the ultimate rock star treatment in the heart of Ottawa? Let the countdown begin!

Under the direction of the Director of Cage and Credit, the incumbent assists in managing and guiding department staff; evaluates applications for lines of credit and makes appropriate decisions to approve, deny, or modify; refers requests over a pre-determined dollar amount to the Director of Cage and Credit.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Prepares and types correspondences, forms, reports, charts, and graphs.
• Sets up and maintains all files, records and logs as required.
• Places, accepts, and screens telephone calls and refers calls to others.
• Receives, opens, and distributes incoming mail documents.
• Ensures all necessary reports and correspondences are forwarded timely to the proper management.
• Maintains the highest level of professionalism and confidentiality regarding the team members and guests. 
• Participates in the processing of customer credit applications including verification of bank and credit information.
• Assumes responsibility for the maintenance of credit files and required reports.
• Reviews credit applications for completeness.
• Ensures credit background checks on patrons are properly completed, updates patron credit files and completes all other necessary file maintenance.
• Monitors compliance with OLG regulations, company policies, and AML/FINTRAC regulations.
• Consistently displays positive morale and high service standards.
• Oversees execution of company and property objectives related to the Cage Department.
• Directs smooth, efficient, cost-effective operations including: labor management, supervision of all aspects of services and inventory control; overseeing staffing levels in accordance with business demand, create adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy.
• Ensures staff knowledge of fraud prevention and scams.
• Assists in quality hiring, training and succession planning processes.
• Monitors department expenses regarding daily operations and payroll.
• Leads the delivery and measurement of guest services consistent with the Company’s core service standards and brand attributes.
• Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the company’s competitive position.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction.
• Work with casino executives & hosts for the benefit of customers.
• Oversee guest service standards which are consistent with the property’s standards and brands attributes; respond to and resolve guest and/or employee complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate and resolve potential difficulties.
• Oversee and coordinate scheduling, staffing and ensure resolution for payroll issues.
• Ongoing review of efficiencies in the process and procedures.
• Assistance with variance resolution and reporting.
• Responsible for ensuring asset security in Cage Operations.
• Partner with all Casino Operational areas ensuring great communication.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Managerial or Supervisory experience in the related field of three (3) or more years. Preferably within a high-volume Casino Cage department or commercial bank.
• Working knowledge of computer software packages and have the ability to make progress on multiple tasks under time constraints.

SKILLS

• Strong organizational, interpersonal, analytical, communication and managerial skills
• Communication, problem-solving, decision-making, prioritization, and analytical skills required

Physical Demands:

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• The employee must frequently lift/push/pull and/or move up to 50 pounds.

Working Conditions:

• Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

Closing

Hard Rock Ottawa values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.

We thank all candidates for their interest, however, only those being considered for an interview will be contacted.

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.