Poker room Manager

Poker Room Manager – Full Time ACE Casinos is looking for a Poker Room Manager to champion guest relationship management and ensure total guest satisfaction. The Poker Room Manager will build and maintain strong relationships with guests and will foster loyalty by acting as a host, both personally, and through the Poker Room Teams. In this role, the Poker Room Manager will manage and drive the loyalty program using the rewards program and other guest‑related correspondence. The successful incumbent will remain current on company promotions and industry trends and will always be looking for ways to increase or enhance the customer’s Poker Room experience. Responsibilities and Duties Welcomes guests and oversees the dealers as per Alberta Gaming Liquor & Cannabis (AGLC) Terms and Conditions. Ensures the integrity of the game. Observes problematic guest behaviors and reports to security and/or surveillance as required. Exemplifies, promotes, and maintains outstanding guest service, both internally and externally. Develops and cultivates strong working relationships with guests, ownership, employees, AGLC, the community, and charitable organizations. Leads training of job‑specific tasks relative to the game of Poker. Administers and shares company correspondence with the Poker Room employees. Ensures compliance with AGLC policies, licensing laws, health and safety and other statutory regulations. Responds promptly to guest needs and requests for service. Follows and supports the company’s core values. Participates in formulating and administering company policies, recommendations, performance, discipline, evaluations, and reviews. Creates and maintains budgets of the department. Other duties as assigned. Education and Experience Minimum of high school education (College or University preferred) or suitable combination of education and experience. Minimum 3 years working in a Poker Room with a minimum 2 years as Poker House/Pit Boss. Current AGLC registration gaming license, or ability to successfully become a registered gaming worker. Ability to successfully pass a criminal background check. AGLC certifications including Anti‑Money Laundering (AML), Deal us in Phase 1 and Phase 2, and Pro‑Serve. Skills and Abilities Proficient communicator with ability to write and speak comfortably in public and to communicate with guests and employees using clear, appropriate, and professional language. Ability to speak English is mandatory. Fluency in additional languages is an asset. Thorough knowledge of the game of Poker and the rules and regulations as they relate to the AGLC. Computer literacy required; able to use computers and phones efficiently for emails and texts. Strong competency in MS Office including Outlook, Word, and Excel. Knowledge and ability to clearly explain operating house rules to guests and employees. Knowledge of Tournament Directors Association rule. Experience dealing with VIP guests is considered an asset. Strong work ethic with ability to maintain professionalism and confidentiality while dealing with situations tactfully. Knowledge of gaming controls. Demonstrated ability to drive initiatives, support co‑workers, and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other departments within the casino. Take ownership of duties, show initiative and be proactive. Strategic thinker with strong focus on goals, setting priorities and time management. Team player and mentor. Experienced with problem solving and excellent people‑management skills. Confidentiality and professionalism are essential. Exercise considerable supervisory discretion and make independent decisions. Excellent working knowledge of policies and procedures, including cash handling. Maintain a professional appearance, demeanor, and approach. Strong willingness to learn about guest needs and wants. Professional demeanor and ability to approach situations tactfully. Work calmly under pressure and treat others with respect regardless of status or position. A passion for providing excellent service and full alignment with the organization’s vision. Effective listening abilities and ability to make strong judgment calls. Discuss work topics, activities, or challenges with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Job Requirements Ready and willing to work a flexible schedule, including graveyards, weekends, and holidays. Hours based on operational needs. Knowledge of AGLC Terms & Conditions and Operating Guidelines. Knowledge and ability to clearly explain operating house rules to guests and employees. Work Conditions and Physical Requirements Stand/sit – Must be able to remain in a stationary position for 50% of the shift. Walk – Must be able to occasionally move about inside the Poker Room. Use of hands/fingers – Must be able to use both hands to deal cards, pay chips, etc. Talk/hear – Must be able to detect, determine, identify, observe, inspect, and assess. This position frequently communicates with guests and employees throughout the shift. Must be able to exchange accurate information and professionalism. Visual acuity at least 20/40 with or without corrective lenses. Works in an indoor, fast‑paced environment. Advanced attention to detail. Ability to work under pressure. Seniority level Mid‑Senior level Employment type Full‑time Job function Management and Manufacturing Industries Entertainment Providers, Broadcast Media Production and Distribution, and Spectator Sports #J-18808-Ljbffr