Table Games Service Supervisor

2 months ago

Las Vegas, Nevada, United States Planet Hollywood LV Full time

Job Summary:

The Table Games Service Supervisor is responsible for overseeing the operation of one or more table games on an assigned shift, with a focus on delivering exceptional guest service and ensuring a positive gaming experience. This role requires strong leadership and communication skills, as well as the ability to motivate and coach team members to achieve high levels of performance.

Key Responsibilities:

  • Counsel and guide team members to ensure they are performing their duties in accordance with company policies and procedures.
  • Monitor and evaluate team performance, identifying areas for improvement and implementing corrective actions as needed.
  • Use independent judgment to issue or recommend employee discipline when necessary, and to recognize and reward outstanding performance.
  • Participate in the hiring, performance evaluation, and termination processes for team members.
  • Make and change assignments as business needs dictate, based on assessment of team members' skills, experience, and temperament.
  • Prepare and coordinate periodical performance reviews for team members.
  • Alert management to potential safety problems and maintain key security.
  • Display a working knowledge of all table games, house rules, counting methods, and procedures.
  • Remain alert to any unusual or questionable activities and escalate as necessary.
  • Change cards/dice, open and close games, verify fill slips, credit slips, and markers, and settle disputes.
  • Ensure dealers are delivering high-quality guest service and take ownership of all table games overseen.
  • Handle and intervene in problems or differences between team members and gaming guests, providing assistance, problem resolution, and service recovery as needed.
  • Assure guest development by interacting with guests, modeling interactive skills, and promoting Total Reward cards.
  • Maintain accurate table game inventories and player win/losses, and champion all Guest Service Programs and Service Standards.
  • Deliver and complete minimum required standards for all property initiatives, including Spotlights, Service Standards, and Game Knowledge requirements.
  • Attend all mandatory meetings and understand and enforce all company policies and procedures.

Qualifications:

The ideal candidate will have a high school diploma or equivalent, with a college degree preferred. Two to five years of casino experience, preferably in pit operations, is required. Knowledge of multi-games is a plus, and knowledge of casino rules, regulations, and procedures pertinent to pit operations is preferred. The candidate must possess excellent leadership, customer relations, and communication skills, and be able to read, write, speak, and understand English.

Physical, Mental, and Environmental Demands:

To perform the essential functions of this position, the employee must be able to walk and stand for the duration of the shift, work inside and continuously maneuver in and around the assigned tables in the Table Games Pit area, and respond calmly and handle customer demands in a fast-paced environment. The employee must also be able to maintain a positive demeanor, enhance guest experiences, and respond to visual and aural cues. Excellent vision, including peripheral, is required to protect the games, and the employee must be able to read, verify, and sign appropriate documents relating to the game in a small area. The employee must also be able to tolerate areas containing second-hand smoke, high noise levels, bright lights, and dust, and maintain regular attendance in the work environment.

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