Senior Slot Floor Lead — Operations & Guest Service

Columbia College; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

Columbia College in Calgary is seeking a Senior Slot Floor Supervisor to provide senior operational leadership for the Slot Floor and to support Supervisors and Attendants. This role ensures effective shift execution, exceptional guest service, regulatory compliance, and a safe, professional environment.

The Senior Slot Floor Supervisor acts as the primary operational contact in the absence of Slot Management and coordinates with Security, Surveillance and other departments while mentoring staff

Qualifications

• High school diploma or equivalent; asset for post-secondary education in business, hospitality, leadership or related field.
• 3–5 years of casino or slot operations experience with supervisory or leadership experience on a gaming floor.
• Strong knowledge of slot-machine operations, TITO systems, jackpots/hand pays and machine-access controls.
• Ability to lead and develop Supervisors and frontline employees, with clear direction and accountability.
• Guest-service, conflict-resolution, de-escalation, judgment and decision-making skills.
• Strong organizational and administrative skills; ability to prioritize and document effectively.
• Experience with scheduling, payroll review or related supervisory administration preferred.
• Proficiency with email and Microsoft Office applications and casino management systems.
• Eligible to obtain and maintain AGLC gaming-worker registration and required approvals.
• Complete AML, responsible-gambling, safety and company training within timelines.
• Adapt to changes in policies, procedures, technology, regulatory requirements while guiding staff.

Responsibilities

• Provide senior shift leadership for Slot Floor operations; coordinate Supervisors and Attendants.
• Maintain a visible, approachable presence on the gaming floor and escalate complex guest concerns.
• Support Slot Floor Supervisors in applying procedures, controls, and service standards; coach as needed.
• Act as operational lead for Slot Floor when Slot Management is unavailable and communicate incidents.
• Oversee jackpot and hand-pay processes, verifications, and documentation per internal controls.
• Monitor slot-machine availability, coordinate first-response troubleshooting and escalate technical issues.
• Ensure compliance with AGLC requirements, AML policies, responsible-gambling practices and company policies.
• Review shift logs, discrepancy reports, and floor paperwork for completeness and accuracy.
• Coordinate with Security, Surveillance, AML/Compliance and management as required.
• Lead, mentor and develop Slot Floor Supervisors and Attendants through coaching and training.
• Assist with scheduling, payroll review, performance evaluations and attendance management.
• Conduct shift stand-ups and communications; inform about promotions, policy changes and equipment issues.
• Collaborate with Marketing/Player Development for guest coordination and events.
• Maintain high standards of floor presentation and equipment readiness.
• Protect confidential information and maintain professional discretion.
• Perform other duties as assigned to ensure service continuity.

Skills

Casino Operations

Live Games Supervisor

Education

High school diploma or equivalent

Post-secondary education in business, hospitality, leadership or related field

Tools

Outlook

Word

Excel

Job description

Columbia College in Calgary is seeking a Senior Slot Floor Supervisor to provide senior operational leadership for the Slot Floor and to support Supervisors and Attendants. This role ensures effective shift execution, exceptional guest service, regulatory compliance, and a safe, professional environment.

The Senior Slot Floor Supervisor acts as the primary operational contact in the absence of Slot Management and coordinates with Security, Surveillance and other departments while mentoring staff