Job Details
Job Description
JOB SUMMARY:
Supervises for the operations of table games on an assigned shift, placing special emphasis on guest service, security of department/property assets and positive team member motivation and coaching. Promotes and maintains the utmost integrity and high-quality customer service to all patrons and team members.
KEY JOB FUNCTIONS:
- Inspires others by demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all team members.
- Conveys positive energy and enthusiasm focusing on the customer interaction.
- Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements.
- Communicates service problems and team plans in buzz sessions and facilitates problem-solving meetings with team.
- Immediately addresses service issues and follows up to ensure guest satisfaction.
- Keeps team well informed of property promotions and events.
- Develops highly skilled, successful team members, sets realistic and measurable service standards and holds employees accountable for meeting them.
- Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy.
- Addresses team member performance issues, coaches for improvement and provides ongoing feedback.
- Uses EOS data to improve the workplace, listens and responds to team members, recognizes and rewards individual and team performance.
- Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date team member records, and completes performance reviews timely.
- Essential functions will include training, selecting, directing work of Table Games personnel, maintaining production, appraising team members' productivity and efficiency for purposes of recommending promotions or other changes (evaluations), handling team members' questions, concerns and complaints, coaches, counsels and issues progressive discipline, plans work, provides for safety and security, and monitoring or implementing legal compliance matters.
- Oversees the operations of assigned area, ensuring compliance with gaming commission regulations, internal controls, company standards, and departmental policies and procedures.
- Ensures proper procedure is used by all dealers under supervision.
- Verifies all gaming table transactions in supervised area.
- Maintains awareness of activity on games in area of supervision, settles disputes that may arise, escalating issues when appropriate.
- Verifies issuance of credit after completion of all authorization procedures.
- Motivates dealers to provide superior customer service while also taking responsibility for following dealing procedures and keeping proper game pace.
- Directly responsible for customer service objectives. Verbally informs management as well as surveillance of unnatural or irregular play.
- Presents oneself as a credit to the company and encourages others to do the same.
- Leads by example. Serves as a role model to all team members at all times.
- Supports department, property and company initiatives without reservation.
- Other job duties as assigned.
EDUCATION and/or EXPERIENCE: High school diploma or equivalent required. Must have significant Table Games experience as a dealer and/or supervisor capacity.
QUALIFICATIONS:Excellent math skills and the ability to multi-task are required. Qualified candidates will possess excellent customer interaction, analytical, critical thinking and problem-solving skills. The ability to lead and coach is required. Well-developed interpersonal skills are a must. Enjoys entertaining and communicating with the public. Must have a professional appearance and be team player. Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
WORK ENVIRONMENT:
- Must be able to work independently.
- Must be able to sit and/or stand for long periods of time (minimum of four hours).
- Demonstrates a sense of urgency while performing tasks and meeting deadlines.
- Must be able to maneuver throughout all areas of the casino; from floor to floor either by stairways (minimum of 20 steps) or escalator.
- Must be able to lift, carry and/or push a minimum of 40 lbs.
- Must be able to stoop, kneel, bend, twist, turn, push, pull, grasp objects and the manual dexterity to operate a computer and other necessary office equipment.
- Must be able to tolerate areas containing secondhand smoke, dust, loud noises and bright lights.
- Must be able to work varied shifts, weekends and holidays as needed.
Disclaimer
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).