Table Games Floor Supervisor - Table Games Operations

064 Hard Rock Ottawa Employee Services; Ottawa; On-site; CAD 49,000 - 66,000; Full time

Job summary

Hard Rock Ottawa Hotel & Casino in Ottawa, Ontario, is seeking a Table Games Dual Rate Supervisor to oversee dealers, enforce policies, and maintain a premium guest experience on the casino floor. The role requires a strong background in table games, team leadership, and regulatory compliance.

Candidates should have a high school diploma, 2+ years in table games, and be capable of obtaining AGCO registration (Category 2).

Qualifications

• High school diploma or equivalent.
• Experience in Table Games preferred and technical familiarity with gaming systems.
• Must be able to register as Category 2 Gaming Assistant with AGCO (Ontario).
• Proven guest service skills and professional conduct at all times.

Responsibilities

• Supervise and coach a team of Dealers within assigned section.
• Provide positive and corrective feedback to improve dealer performance.
• Monitor table limits with respect to gaming volume in consultation with Pit Manager.
• Record wagers and transactions using the gaming management system.
• Manage dealer bankrolls with approvals for transactions and fills/credits.
• Ensure compliance with policies and standard operating procedures for live games.
• Address guest needs, complaints and disputes promptly and professionally.
• Maintain confidentiality of guest information and company data.

Skills

Guest service

Communication

Team supervision

Observation & analytics

Bilingual French

Regulatory compliance

GMS/TableView knowledge

Problem solving

Education

High school diploma

Tools

TableView (GMS)

GMS knowledge

Job description

About the position

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

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. Are you ready to experience the ultimate rock star treatment in the heart of Ottawa? Let the countdown begin!

Company details

Company: Hard Rock Ottawa Hotel & Casino
Location: Ottawa, Ontario
Job Type: Full Time Permanent
Is this a current vacancy? Yes, this is an existing open position.

Compensation

Compensation: CAD $ 49444-66330/Yr.

Responsibilities

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

Other duties

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
• Demonstrate and maintain strong ethical standards at all times
• Have knowledge of Hard Rock Casino's compliance and regulations, as well as all Table Games policies & procedures

Skills

• 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)
• The ability to obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario
• Knowledge and experience using a gaming management system (GMS), preferably Bally’s (i.e. Tableview), would be optimal
• Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) for this jurisdiction is preferred
• Must possess excellent communication and guest service skills
• Excellent interpersonal, written and verbal communication skills in English is essential
• Proficiency in a second language (French) is preferred
• Analytical, observational, organizational, interpersonal and communication skills

Physical Demands

Physical Demands: Ability to stand and sit for extended periods of time. Ability to walk distances. The employee must frequently lift/push/pull and/or move up to 50 pounds.

Working Conditions

Working Conditions: Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

Lives the Brand

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Equal Opportunity and Accommodation

Closing 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. Please contact Human Resources at [e-mail] if you require accommodation at any time throughout the hire process.

Thank you

Thank you for choosing us as your employer of choice!

Our Legacy

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!