Table Games Training Manager

Hard Rock International; Ottawa; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in the entertainment sector seeks a Training and Development Manager for Table Games. This role involves overseeing training programs, handling staff development, ensuring compliance with gaming regulations, and fostering a positive work environment. Candidates must possess extensive casino experience, effective communication skills, and leadership capabilities.

Qualifications

• Ten to fifteen years of casino experience, with minimum five years at management level.
• Dealing and supervisory experience of all games, knowledge of casino game rules.
• Ability to obtain AGCO Gaming License required.

Responsibilities

• Oversee training programs for Table Games, ensuring compliance with regulations.
• Handle recruitment, orientation, and performance appraisals for staff.
• Maintain training materials and update policy manuals.

Skills

Effective communication

Problem solving

Leadership

Tools

Word

Excel

PowerPoint

Job description

Under the direction of the Director of Table Games Administration, the incumbent is responsible for the overall development standards and presentation of all training and development programs for Table Games.

Responsibilities

• Oversee the development standards and presentation of all training and development programs for Table Games, including but not limited to company orientation, customer service, supervisory skills development, leadership, and career development.
• Review policies and gaming procedures, and recommend changes to the Director of Table Games Administration.
• Review the internal policies & procedures of all table games and maintain said procedures with respect to the efficiency & effectiveness of the casino operation.
• Ensure training compliance with all DGE regulations.
• Responsible for the distribution of training materials and administering training classes.
• Responsible for issuing commendations, constructive letters, and discipline to all reporting levels of table games department employees.
• Responsible for the instruction of Hard Rock management philosophies, policies, procedures adherence to CCC regulations, and other Federal & State compliance issues.
• Oversee the recruitment, hiring, & development of table games staff, including the completion of performance appraisals, commendations, & constructive letters.
• Responsible for Department Orientation, Post Orientation Training, D / R Supervisor Training, Floor Supervisor Training.
• Implement training programs that continually improve Customer Service & Technical abilities.
• Update all Table Game Procedure Manuals.
• Update the Table Games Department Policy Manual.
• Maintain a work environment that is safe, professional, friendly, and conducive to high productivity, performance, and morale.
• Maintain staff performance levels through positive means or recommendations for progressive discipline.
• Handle all casino guest needs, complaints, and disputes related to table games and hotel areas in a timely & professional manner, respecting Hard Rock's interests.
• Conduct facility inspections and coordinate with appropriate departments to handle deficiencies.
• Act as a role model to all employees, presenting oneself as a credit to Hard Rock Casino and encouraging others to do the same.
• Promote positive public relations and create an enjoyable atmosphere for all customers.
• Resolve customer-related problems quickly and amicably in a fast-paced environment.
• Ensure the protection of customers' rewards and credit lines.
• Comply with all departmental and company policies, including business ethics guidelines.
• Comply with all regulatory requirements.
• Maintain confidentiality of all casino trade secrets and proprietary information, including business processes, customer lists, marketing plans, and other confidential information.
• This job description reflects the essential functions of the position but does not encompass all tasks that may be assigned.

Qualifications

• Ten to fifteen years of casino experience, with a minimum of five years at the management level.
• Dealing & supervisory experience of all games, with knowledge of all casino game rules, procedures, and regulations of the Casino Control Commission.
• Effective communication skills in English.
• Proficiency in Word, Excel, PowerPoint, and AV equipment related to training.
• Ability to obtain an AGCO Gaming License.
• Must be at least nineteen (19) years old.

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 if you require accommodation at any stage of the hiring process.

Required Experience: Manager

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