Floor Supervisor

Floor Supervisor - Table Games Hard Rock Hotel & Casino Ottawa Posted Date: 11/5/2025 9:49 AM 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. Responsibilities Supervise and coach a team of dealers within your assigned section, ensuring adherence to all policies and procedures set by management. Use positive and corrective feedback to improve dealer performance. Consult with the Pit Manager to monitor and adjust table limits according to gaming volume. Utilize the player rating system to record wagers and transactions in an efficient, timely manner. Monitor and manage dealer bankrolls, approving transactions and handling fills and credits. Execute card changes and monitor the condition of all gaming equipment within your section. Monitor all gaming activity 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. 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 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, maintaining a positive attitude in the workplace and promoting morale and a positive work environment. Maintain a safe, professional, friendly and productive work environment. Support the company’s culture and team philosophy throughout the property. Exhibit patience and calm when confronted with challenges in a fast‑paced gaming environment, resolving guest issues with kindness and empathy. Ensure confidentiality and protection of each guest’s personal information, including playing habits, jackpots, 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 present yourself 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. Perform other duties as assigned. Qualifications 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. Maintain strong ethical standards at all times. Have knowledge of Hard Rock Casino’s compliance and regulations, as well as all Table Games policies and 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). 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). Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) for this jurisdiction is preferred. Excellent communication and guest service skills. Excellent interpersonal, written and verbal communication skills in English are essential. Proficiency in a second language (French) is preferred. Analytical, observational, organizational, interpersonal and communication skills. Physical Demands Work conditions are typical of an indoor, climate‑controlled office environment with exposure to casino factors such as noise, crowds and stress. Must stand for an entire shift and move throughout the casino. Frequently stand, walk, use hands to perform repetitive procedures and handle gaming equipment. Reach with hands and arms, talk or hear. Occasionally lift or move up to 50 pounds. Vision abilities required include close, distance, color and peripheral vision, depth perception and ability to adjust focus. Working Conditions Duties and responsibilities are typically performed in a highly regulated and controlled environment, but you may need to be on the casino floor to complete job functions or pass through this area. Exposure to casino‑related environmental factors including 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. Additional Details 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. For accommodation at any time throughout the hiring process, contact Human Resources at hrnotify@hrcottawa.com. #J-18808-Ljbffr