Floor Supervisor

Job Description Overview 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 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 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. 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. #J-18808-Ljbffr