Table Games Floor Supervisor

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 to stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

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.

Responsibilities:

• Supervise and coach a team of Dealers within their assigned section, ensuring adherence to all policies and procedures set by management.
• Provide 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 efficiently.
• Monitor and manage Dealer bankrolls through transaction approvals, 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 an emphasis on game protection.
• Handle casino guests' needs, complaints, and disputes related to Table Games and the overall property professionally.
• Comply with all departmental and company policies including business ethics guidelines and regulatory requirements.
• Offer an exciting, memorable, and premium guest experience, resulting in high customer satisfaction and return play.
• Treat fellow team members with kindness and respect, maintaining a positive attitude in the workplace.
• Maintain a safe, professional, friendly work environment conducive to high productivity and performance.
• Exhibit patience and calm when confronted with challenges in a fast-paced gaming environment.
• Ensure confidentiality and protection of each guest's personal information.
• Act as a role model to all team members and present themselves as a credit to Hard Rock.
• Promote positive public relations and create an entertaining atmosphere for all.
• Be ready and available to work all assigned shifts, including evenings, weekends, and holidays.

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 calm 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 and procedures.

Skills:

• High school diploma or 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.
• 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.
• Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) preferred.
• Excellent communication and guest service skills.
• Proficiency in English is essential; proficiency in a second language (French) is preferred.
• Strong analytical, observational, organizational, interpersonal, and communication skills.

Physical Demands:

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• Must frequently lift/push/pull and/or move up to 50 pounds.

Working Conditions:

• Duties are typically performed in a highly regulated environment, but may require presence on the Casino Floor.
• Exposure to casino-related environmental factors including excessive noise may occur.

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.