Dual Rate Shift Manager - Table Games

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: CAD $ 36-40/Hr.

OVERVIEW:

A Dual Rate Shift Manager/Pit Managerisresponsible forperforming the dutiesof aPit Manager and/or the dutiesof aShift Manager,based on their shift assignment:

While working as a Pit Manager, the team memberis responsible for the overall management and efficient operation of an assigned section of Table Gameson the gaming floor, which includes employee management, oversight and development, enforcement of policies and procedures, staffing and operations adjustments, game protection, dealing with guest issues and providing the highest standard of guest service in order to ensure return play.

While working as a Shift Manager, the team memberis responsible forthe managementand oversightof all Table Games operations duringa particular shift. They must ensurethat the gaming floor is managed effectively and efficiently,including staffing levels, game spread and table limits, mentoring the management team and coordinating with other departments toensure allavailable resourcesare being utilized effectivelyin order to provide an exceptional gaming experience for our guests, while maximizing product revenueand protecting the brand.

PRIMARY RESPONSIBILITIES

Duties as a Pit Manager:

• The management and oversight ofall team members within an assigned section ofTable Games, including table assignments,maintainingaccurateroad maps and attendance records, coaching and training through positive and corrective feedback, monitoring job performance and adherence to department and property policies and procedures

• The effective operation ofan assigned section ofTable Games,including opening & closing procedures, headcounts, rundowns, monitoring utilization rates and adjusting table limits accordingly, monitoring player ratings, cash drop and win/loss data, filing reports and investigating anomalies as needed, communicating relevant information to the Shift Manager and contributing to the daily shift report

• Responsible for pit inventories of sensitive gaming equipment (i.e.cards, dice), for issuing inventory as needed, whilemaintainingan accuratecount at all times

• Reviewgame spread & staffing levels and recommend changes to theShift Manager

• Must be knowledgeable of alldepartment policies and procedures, including game specific procedures and standard operating procedures for live tablegames and the general property

• Ensure compliance with all provincial regulations, as well as all Hard Rock regulationsand compliance policies

• Mustpossessexcellent communication and customer service skills

• Offer the highest possible level of guest servicein order tomaximize player satisfactionandensurereturn play

• Coordinate with other departments, including Hosts, Food & Beverage, Credit, Player’s Club and Cage to provide for guests’ needs and resolveissues quickly and effectively

• Utilize Surveillance,Securityand other tools tomonitorand maintain the integrityof live Table Games operations

• Handle casino guest requests,complaintsand disputes related to Table Games and the overall property ina timely, professional manner

• Treat fellow team members with kindness and respect, andmaintaina positive attitude in the workplace, promotinga high levelof morale and contributing to a positive work environment for everyone

• Maintaina work environment that is safe, professional,friendlyand conducive toa high levelof productivity & performance

• Support the Hard Rock culture and team philosophy throughout the property

• Act as a role model to all team members and always present oneself as a credit to Hard Rock

Additional Duties as a Shift Manager:

• Ensure that the gaming floor is managed effectively and efficiently,utilizingavailable resourcesin order toprovide an exceptional gaming experience for our guests, while maximizing product revenue

• Review and evaluatestaffing levels, game spread, product placement, tablelimitsandpotential new product, and recommend improvementsto the Table Games Manager

• Train, mentorandretainhigh-quality PitManagers and Floor Supervisors

• Communicate company and department informationto ensure an “in-the-know” team, and follow up regularly to ensure knowledge and understanding

• Continuously evaluate current businesslevels andconditionsthat could affect those levels (i.e.special events, weather) and manage resources accordingly

• Develop,distributeand/or administer performance appraisals, commendations, constructivelettersand disciplineto all Table Games team members

• Manage team member issues & conflicts, and recommend solutions as needed (i.e.coaching, action plan ortermination) to the Table Games Manager

• Create a work environment that is safe, professional,friendlyand conducive toa high levelof morale,productivityand performance

• Observe and report onthe internal security of Table Gamesoperations,identifyingactivities that could affect the efficiency, effectiveness, and/or integrity of thecasino operation

• Ensure prompt and discreet notification to the Table Games Managerofany observation of illegal acts or internal ethics violations.Utilize Surveillance and other resources to document and record such activity if applicable

• Manage departmental inventories of sensitive gaming equipment, including the distribution of new inventory to the pits and the return ofused inventory for destruction

• Communicate all relevant operational information to Hard Rock Managementin a timely manner, including thedaily shift report,player win/loss reportsand other operational anomaliesor concernsas needed

• Visually inspect all casino equipment and follow procedures for notification,repairand/or replacement

• Inspect and ensure a clean, safe working environment. Notifyappropriate departmentsto handle deficient situations

• Ensureplayer confidentiality and the protection of guests’player account information,rewardsand credit lines

• Comply withall departmental and company policies including Hard Rock Casino's business ethics guidelines

• Maintain confidentiality of all Hard Rock trade secrets and proprietary information including business processes, customer lists, marketingplansand allother confidential information

• Demonstrate a commitment to ensuring responsible gamingand responsible alcohol servicePromote positive public relations and createa fun-filled,entertainingand exciting gamingenvironmentfor all

• Be ready and available to work all assigned shifts, including evenings,weekendsand holidays

• Other duties as assigned

• Lives the Brand

EXPERIENCE, EDUCATION, AND CERTIFICATIONS