Table Games Floor Supervisor - Table Games Operations

Hard-Rock-Hotel-; Ottawa; On-site; CAD 49,444 - 66,330; Full time

Job summary

Hard Rock Ottawa Hotel & Casino in Ottawa, Ontario is seeking a dedicated Table Games Dual Rate Supervisor to lead a Dealer team on the casino floor. You will supervise, coach and ensure adherence to policies while delivering a premium guest experience.

The role requires strong guest-service skills, English proficiency, and the ability to manage table limits, wagers and player ratings in a fast-paced environment. French is a plus, and the position is full-time and on-site.

Qualifications

• Proven guest service experience and a positive demeanor.
• Strong verbal and written communication in English; French is a plus.
• Ability to supervise and coach a team in a fast-paced casino environment.

Responsibilities

• Supervise and coach a team of Dealers within their section following policies.
• Provide feedback to improve Dealer performance.
• Coordinate with Pit Manager to adjust table limits based on gaming volume.
• Record wagers and transactions using the player rating system.
• Manage dealer bankrolls with approvals for fills and credits.
• Execute card changes and monitor gaming equipment in assigned section.
• Handle guest needs, complaints and disputes promptly and professionally.
• Ensure compliance with department policies and regulatory requirements.
• Promote a premium guest experience and maintain high morale among staff.

Skills

Guest service

Communication

English

Team leadership

Education

High school diploma

Tools

Tableview

Job description

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/benefitsJob 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: Hard Rock Ottawa Hotel & CasinoLocation: Ottawa, OntarioJob Type: Full Time PermanentIs this a current vacancy? Yes, this is an existing open position.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 managementEmploy both positive and corrective feedback to improve Dealer performanceConsult with the Pit Manager to monitor and adjust table limits with respect to gaming volumeUtilize the player rating system to record wagers and transactions in an efficient, timely mannerMonitor and manage Dealer bankrolls through the approval of transactions, and the use of fills and creditsExecute card changes and monitor the condition of all gaming equipment within their assigned sectionMonitor all gaming activity within their section with a particular emphasis on game protectionHandle casino guests’ needs, complaints and disputes related to Table Games and the overall property in a timely, professional mannerMust be knowledgeable of all department policies and procedures, including game specific procedures and standard operating procedures for live table games and the general propertyComply with all departmental and company policies including business ethics guidelines and all regulatory requirementsOffer an exciting, memorable and premium guest experience, resulting in the highest level of customer satisfaction and return playTreat 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 everyoneMaintain 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 propertyExhibit 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 empathyEnsure the confidentiality and protection of each guest’s personal information, including playing habits, jackpots and rewards, credit lines and win/loss resultsMaintain confidentiality of all company proprietary information including business processes, customer lists, marketing plans and any other confidential informationAct as a role model to all team members and always present themselves as a credit to Hard RockPromote positive public relations and create an entertaining and enjoyable atmosphere for allBe ready and available to work all assigned shifts, including evenings, weekends and holidaysOther duties as assignedLives the BrandThis job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.Qualifications:Successfully complete an interview, outlining all gaming experienceDemonstrate proficiency in the games where experience is indicatedPossess exceptional guest service skills including a positive demeanor and a calm, steady temperamentDemonstrate and maintain strong ethical standards at all timesHave knowledge of Hard Rock Casino's compliance and regulations, as well as all Table Games policies & proceduresSkills:High school diploma or an equivalent combination of education and work experienceOne (1) year of experience as a Table Games Dual Rate Supervisor or aboveTwo (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 OntarioKnowledge and experience using a gaming management system (GMS), preferably Bally’s (i.e. Tableview), would be optimalKnowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) for this jurisdiction is preferredMust possess excellent communication and guest service skillsExcellent interpersonal, written and verbal communication skills in English is essentialProficiency in a second language (French) is preferredAnalytical, observational, organizational, interpersonal and communication skillsPhysical 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: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.ClosingHard 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.