Supervisor, Dual Rate

3 weeks ago

Kansas City, United States Caesars Entertainment Full time
Supervises the operation of one or more table games on an assigned shift while placing special emphasis on guest service, enhancing the guest experience, and engaging in service recovery. Monitors employee performance, ensuring adherence to various regulations and Company policy; issues or recommends discipline or recognition and Total Return awards as appropriate. Perpetuates employee motivation utilizing positive recognition and corrective coaching. In addition, ensures game integrity and provides security of departmental assets.

ESSENTIAL JOB FUNCTIONS:

  • Counsels, guides, coaches, evaluates, and instructs assigned personnel in the proper performance of their duties, using positive recognition and corrective coaching to motivate personnel.
  • Monitors and evaluates performance of assigned team of dealers and daily pit staff to ensure they are adhering to all applicable state and federal regulations, the requirements of their job descriptions, and Company policy and procedures.
  • Uses independent judgment to issue or recommend employee discipline when violations are observed, and to issue or recommend awards for exemplary employee performance.
  • Participate and provide recommendations in the hiring, performance evaluation, and termination processes.
  • Makes and changes assignments as business needs dictate based on assessment of the skill, experience, and temperament of dealers and other staff.
  • Prepares and coordinates the periodical performance review of assigned personnel.
  • Alerts Casino Manager to potential safety problems.
  • Maintains key security.
  • Displays a working knowledge of all table games, house rules, counting methods and procedures covering each game in an assigned area.
  • Remains alert to any unusual or questionable activities being displayed by any Table Games employee or gaming guest and escalates when appropriate.
  • Changes cards/dice. Opens and closes games.
  • Verifies fill slips, credit slips, and markers pertaining to games in the assigned area.
  • Settles disputes that arise from guests in the Table Games area, referring those at a pre-determined threshold or a certain degree of difficulty to Shift Manager.
  • Ensures dealers are deliv ering the highest quality of guest service.
  • Takes ownership and accountability of all table games overseen, lead team to provide excellent gaming experience for guests.
  • Handles and intervenes when problems or differences between Table Games employees and gaming guests arise and provides assistance, problem resolution and service recovery, if necessary.
  • Assures guest development by: 1) interacting with guests, 2) modeling interactive skills with guests and fellow employees.
  • Rates all guests. Promotes and creates Total Reward cards for new and existing patrons.
  • Knowledgeable of Title 31/BSA/Underage Gaming regulatory requirements.
  • Accurately maintains table game inventories and player win/losses.
  • Champions all Guest Service Programs and Service Standards adopted by the company and sets an example of these standards at all times when on shift.
  • Delivers and completes minimum required standards for all property initiatives, including Spotlights, Service Standards and Game Knowledge requirements.
  • Attends all mandatory meetings required by the company/department.
  • Understands and enforces all company policies and procedures.
  • Independently addresses other issues and concerns that arise.
  • May need to function as a table games dealer as needed


QUALIFICATIONS:

High School graduate or equivalent required. College degree preferred. Two - five years casino experience required, preferably in pit operations. Knowledge of multi-games is a plus. Knowledge of casino rules, regulations and procedures pertinent to pit operations is preferred. Must possess excellent leadership, customer relations, and communication skills. Must be able to read, write, speak and understand English. Must be willing to work any day of the week and any shift. Must be able to get along with co-workers and work as a team. Must present a well-groomed appearance.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

To perform the essential functions of this position, employee must be able (with or without a reasonable accommodation) to: walk and stand for duration of shift. Must be able to work inside and continuously maneuver in and around the assigned tables in the Table Games Pit area during entire shift, with regular interval breaks. Must be able to respond calmly and handle customer demands in a fast- paced environment. Maintains a positive demeanor and enhances guest experiences. Responds to visual and aural cues. Must be able to memorize game rules and procedures. Must be able to quickly and accurately perform mathematical computations when determining winners and losers. Must be able to accurately balance chip bank at the beginning and end of shift. Must have excellent vision (including peripheral) to protect the games. Must be able to read, verify and sign appropriate documents relating to the game in a small area. Must be able to tolerate areas containing second hand smoke, high noise levels, bright lights and dust. Must be able to maintain regular attendance in work environment.

DIRECTLY SUPERVISES:

Tables Games Dealer

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