Shift Manager

Description

Position Purpose

The primary responsibility of the Shift Manager – Table Games is to manage the casino floor ensuring superior customer/team member service and compliance with all gaming and company regulations and procedures, in order to maximize company revenue. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

Position Responsibilities

• Ensures that Pit team members comply with the rules, regulations, and directives of the Pennsylvania Gaming Control Board and established Wind Creek internal control and procedures.
• Coordinates decision/instructions in the event of a property emergency, including fire, power outage, bomb threat, elevator malfunctions, etc.
• Consistently supports management directives and decisions.
• Observes games, looking for irregularities or deviations from established procedures.
• Concentration on large play, ensuring integrity of game and equipment.
• Interacts with Surveillance Department, advising them immediately of any possible problem areas.
• Periodically observes rack counts in High Limit in relationship to large winners or losers
• Closely observes and anticipates business needs in relation to staffing and recommends or makes appropriate adjustments when necessary.
• Closely observes table limits to ensure they reflect fluctuations in business levels.
• Ensures scheduling of table games team members are at levels that meets business needs while ensuring team member fairness. Recommends to Manager – Table Games any changes in staffing levels or makes appropriate adjustments when necessary.
• Communicates all pertinent information to the relieving Shift Manager – Table Games.
• Informs Manager - Pit, Supervisor – Table Games, Dealer – Table Games and other team members of changes or amendments in Company Policies or Procedures and ensure compliance.
• Reports violations of any regulatory requirements and/or any actual or suspected irregularities immediately to the Director – Gaming Operations.
  • Establishes and maintains rapport with guests, providing the best possible service while attending to their needs.
  • Ensures that all team members are cordial and courteous to all patrons and fellow team members.
  • Attends to customer complaints with tact and diplomacy. Refers customers to Manager – Table Games on decisions requiring higher authority according to Company Policy.
  • Issues and approves credit to customers within approved Company Policy and Guidelines.
  • Attends to Pit team member’s complaints as they arise, resolving them in accordance with Company policy.
  • Counsels and disciplines Pit team members in accordance with Company Policy, documenting action taken.
  • Transports cash to the poker room cage or the poker cashier window at the main cage for dealers or patrons of the poker room to be exchanged for value chips.
  • Ensures discipline is administered in consistent, fair manner.
  • Ensures development of staff with special attention to those new in their positions.
  • Conducts periodic team member performance appraisals in accordance with Company Policy.
  • Periodically observes and checks customer rating and comping done by pit staff.
  • Maintains control of cards, dice and keys ensuring they are accounted for at all times.
  • When appropriate, delegates responsibility and follows through to ensure accountability.
  • Maintains a positive rapport and interaction with other departments.
  • Understands the parameters and boundaries of position, exercising good judgment, referring situations to Manager – Table Games.
  • Comps within guidelines.
  • Uses the player tracking system.
  • Responds accurately to guest inquiries.
  • Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
  • Manage staff and organize department functions in accordance with company guidelines.
  • Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
  • Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
  • Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
  • Work on actual project or service to help achieve the objectives of the department.
  • Evaluate information to render an opinion or take action based on that information that will impact the department or function.
  • Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
  • Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
  • Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
  • Interview and make recommendation of candidates for new hires.
  • Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
  • Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
  • Maintains an open-door policy and addresses all team member issues and/or concerns in a timely manner.
  • Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
  • Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
  • Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
  • Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

    Minimum Employment Requirements

    • 18 years of age, proof of authorization/eligibility to work in the United States.
    • High School diploma or equivalent.
    • Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
    • Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
    • Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
    • Maintain consistent adherence to Wind Creek’s customer service standards.
    • Must be able to work varied shifts, including weekends and holidays.

      Specific Position Requirements 

      • Seven (7) years of table games management experience.
      • Knowledge of at least four (4) core games.
      • Working knowledge of Title 31 compliance.
      • Ability to protect the integrity of all table games through close interaction with Managers - Pit.
      • Surveillance and observation of games, while ensuring excellent customer and team member relations.
      • Physical ability to access all areas of the property.
      • Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
      • Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
      • Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
      • Ability to work with others, communicate well, receive direction; review your own work.
      • Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
      • Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
      • Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
      • Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

        Source: Hospitality Online