Poker Floor Supervisor

Isleta Resort & Casino; Albuquerque (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Isleta Resort and Casino in Albuquerque, NM seeks an experienced leader to monitor, oversee, and administer day-to-day Poker operations, ensuring World Class Guest Service and regulatory compliance across tribal, federal, state rules.

As the Poker Operations supervisor, you will directly manage Poker Dealers on shift, uphold gaming integrity, train staff on games, promotions, and events, and maintain a welcoming, professional atmosphere for guests and employees alike.

Qualifications

• Must have High School Diploma or GED.
• Associates degree preferred.
• 1–2 years poker experience required.
• Must be able to obtain and maintain Key Gaming License.

Responsibilities

• Oversee day-to-day Poker operations and staff.
• Promote World Class Guest Service and regulatory compliance.
• Directly supervise Poker Dealers on shift.
• Maintain floor activity awareness and game integrity.
• Provide basic instruction on Poker games, promotions, and events.
• Prepare and verify documents related to gaming regulations.

Skills

Poker knowledge

Customer service

English communication

Mathematics

Critical thinking

Computer skills

Education

High School Diploma or GED

Associates degree preferred

Job description

AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the day‑to‑day Poker operations, functions, and personnel while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees & guests. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities:

This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Departmental Leadership:

• Responsible for the protection of table banks, the playing public, and casino integrity.
• Places Poker Room cards into service and removes them from service.
• Resolves external guest issues and problems in a timely and professional manner, on behalf of management.
• Maintains constant awareness of floor activity.
• Maintains and enforces the Isleta Resort and Casino’s rules of play.
• Provides setups for dealers as needed.
• Monitors compliance and prepares documents pertaining to federal currency reporting requirements.
• Promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction on all Poker games, promotions, and special events.
• Verifies gaming chip purchases with cash at the gaming tables.

Personnel & Administrative:

• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Occasionally performs duties of subordinates and other duties as needed.

Accountability and Supervision:

Directly supervises Poker Dealers while on shift.

Administers supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws.

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required.
• Associates degree preferred.
• One (1) to two (2) years Poker experience and/or training, required.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre‑employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Must be 21 years or older.

Knowledge, Skills, and Abilities

• Must possess thorough knowledge of the principles and procedures of all Poker Games.
• Must be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must possess strong critical and analytical thinking skills.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.

Physical Demands and Work Environment

• Must be able to sit/stand for extended periods of time.
• Must be able to lift, move, and place 25 pounds.

Working Conditions:

Smoke filled environment, exposure to various lights and sounds. Occasionally may deal with angry or hostile individuals. Must be on call at all times. May work holidays, weekends, and different shifts.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.

Source: Hospitality Online