Poker Manager

**The Position**

The Poker Room Manager will be the Champion of 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 in increase or enhance the customer’s Poker Room experience.

**Responsibilities**:
Welcome guests and oversee the Dealers as per AGLC Terms and Conditions.

Ensure the integrity of the game.

Observe problematic guest behaviors and report to security and/or surveillance as required.

Be a great team player and exemplify, promote, and maintain outstanding guest service, to both internal as well as external guests.

Develop and cultivate strong working relationships with guests, ownership, employees, the AGLC and the community and charitable organizations.

Lead training of job specific tasks relative to the game of Poker.

Administer and share company correspondence with the Poker Room employees.

Ensure compliance with AGLC policies, licensing laws, health and safety and other statutory regulations.

Respond promptly to guest needs and requests for service.

Every team member will follow and support the Core Values, of the ownership company.

Participate in formulating and administering company policies, commendations, performance, discipline, evaluations and reviews.

Other duties assigned.

**Qualifications**:
Must be a proficient communicator with the ability to write and speak comfortably in public and be able to speak to guests and co-workers using clear, appropriate and professional language.

Ability to speak English is mandatory. Ability to fluently speak additional languages is an asset.

Preferably minimum of high school education or suitable combination of education and experience.

3 years experience in the Casino/Poker room or other related industries.

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.

Criminal Record Check and current AGLC registration gaming license is mandatory.

AML Certification, Deal us in Phase 1 & 2, and ProServe certification with AGLC is mandatory.

Knowledge of Alberta Terms & Conditions and Operating Guidelines.

Knowledge and ability to clearly explain operating house rules to guests and employees.

Experience dealing with VIP or “high stakes” 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 is essential.

Must be able to exercise considerable supervisory discretion and make independent decisions.

Excellent working knowledge of policies and procedures, including cash handling.

Must maintain a professional appearance, demeanor and approach at all times.

Effective listening abilities and ability 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.

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.

Strong willingness to learn about guest needs and wants.

Competitive compensation will be based on experience and education.? Compensation for full-time employees includes individual and family health, life insurance, dental benefits, and an RRSP with company match.