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Dual Rate Pit Manager/ Supervisor, Table Games

3 weeks ago

Ottawa, Canada Hard Rock Cafe International (USA), Inc. Full time

Overview:
A Dual Rate Pit Manager/Supervisor is responsible for performing the duties of a Floor Supervisor and/or the duties of a Pit Manager, based on their shift assignment:

- While working as a Floor Supervisor, the team member is responsible for the supervision of a specific section of casino Table Games for a particular shift, which includes employee development, enforcement of policies and procedures and providing exceptional guest service.

While working as a Pit Manager, the team member is responsible for the overall management and efficient operation of an assigned section of Table Games on the gaming floor, which includes employee management, oversight and development, enforcement of policies and procedures, staffing and operations adjustments, game protection, dealing with guest issues and providing the highest standard of guest service in order to ensure return play.

**Responsibilities**:
Duties as a Floor Supervisor:

- 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
- 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 enjoyable atmosphere for all
- Be ready and available to work all assigned shifts, including evenings, weekends and holidays

Additional duties as a Pit Manager:

- The management and oversight of all team members within an assigned section of Table Games, including table assignments, maintaining accurate road maps and attendance records, coaching and training through positive and corrective feedback, monitoring job performance and adherence to department and property policies and procedures
- The effective operation of an assigned section of Table Games, including opening & closing procedures, headcounts, rundowns, monitoring utilization rates and adjusting table limits accordingly, monitoring player ratings, cash drop and win/loss data, filing reports and investigating anomalies as needed, communicating relevant information to the Shift Manager and contributing to the daily shift report
- Responsible for pit inventories of sensitive gaming equipment (i.e. cards, dice), for issuing inventory as needed, while maintaining an accurate count at all times
- Review game spread & staffing levels and recommend changes to the Shift Manager
- 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
- Ensure compliance with all provincial regulations, as well as all Hard Rock regulations and compliance policies
- Must possess excellent communication and customer service skills
- Offer the highest possible level of guest service in order to maximize player satisfaction and ensure return play
- Handle player requests, complaints and disputes related to Table Games in a timely, professional manner
- Coordinate with other departments, including Hosts, Food & Beverage, Credit, Player’