Poker Manager

Job Overview:
The Poker Room Manager will be the Champion of guest relationship management and will 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 report to security and/or surveillance as required.
- A great team player that exemplifies, promotes, and maintains outstanding guest service, to both internal as well as external guests.
- 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:

- Must be a proficient communicator with the ability to write and speak comfortably in public and be able to speak to guests and employees using clear, appropriate, and professional language.
- Ability to speak English is mandatory. Ability to fluently speak additional languages is an asset.
- Thorough knowledge of the game of Poker as well as the rules and regulations as they relate to the AGLC.- 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 a high level of confidentiality while dealing with situations in a tactful manner.
- Knowledge of gaming controls.
- Demonstrated ability to drive initiatives, support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other departments within the casino to achieve common goals and share best practices.
- Take ownership of duties, show initiative and be proactive.
- Strategic thinker with a strong focus on goals, setting priorities and time management.
- Team player and mentor.
- Must be experienced with problem solving and have excellent people management skills.
- Confidentiality and professionalism are essential.
- Must be able to exercise considerable supervisory discretion and make independent decisions.
- Excellent working knowledge of policies and procedures, including cash handling.
- Must always maintain a professional appearance, demeanor, and approach.
- Strong willingness to learn about guest needs and wants.
- Professional demeanor and ability to approach situations in a tactful manner.
- Ability to work calmly under pressure and treat others with respect regardless of their status or position.
- A passion for providing excellent service and full alignment with the organization’s vision.
- Effective listening abilities and abilities to make strong judgment calls.
- Must be able to 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. The hours of work will be 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