Casino Operations Manager

7 days 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 work in a fast-paced environment and make sound decisions under pressure.

Key Responsibilities:

  • Counsel and guide assigned personnel in the proper performance of their duties, using positive recognition and corrective coaching to motivate and develop team members.
  • Monitor and evaluate the performance of assigned team members, ensuring they are adhering to all applicable regulations, company policies, and procedures.
  • 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, providing recommendations and insights to support informed decision-making.
  • Make and change assignments as business needs dictate, based on assessment of team members' skills, experience, and temperament.
  • Prepare and coordinate the periodical performance review of assigned personnel, providing feedback and coaching to support their growth and development.
  • Alert the Casino Manager to potential safety problems and maintain key security.
  • Display a working knowledge of all table games, house rules, counting methods, and procedures, and remain alert to any unusual or questionable activities.
  • Change cards/dice, open and close games, verify fill slips, credit slips, and markers, and settle disputes that arise from guests.
  • Ensure dealers are delivering the highest quality of guest service and take ownership of all table games overseen, leading the team to provide an excellent gaming experience for guests.
  • Handle and intervene when problems or differences between Table Games employees and gaming guests arise, providing assistance, problem resolution, and service recovery as needed.
  • Assure guest development by interacting with guests, modeling interactive skills, and promoting Total Reward cards for new and existing patrons.
  • Maintain accurate records of table game inventories and player win/losses, and champion all Guest Service Programs and Service Standards adopted by the company.
  • Deliver and complete minimum required standards for all property initiatives, including Spotlights, Service Standards, and Game Knowledge requirements.
  • Attend all mandatory meetings required by the company/department, and understand and enforce all company policies and procedures.

Qualifications:

The ideal candidate will possess a high school diploma or equivalent, with a college degree preferred. Two to five years of casino experience is required, preferably in pit operations, and knowledge of multi-games is a plus. The successful candidate will also 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 maintain a positive demeanor and enhance guest experiences, respond to visual and aural cues, and have excellent vision to protect the games.

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