Reporting to the Table Games Shift Manager, this position is responsible for supporting Shift Managers in ensuring operations run smoothly through positive interactions with guests, resolution of disputes and management of floor operations on an ongoing basis.

Role Responsibilities:

• Develop supervisors in all aspects of business, preparing them for future success and career advancement.
• Work closely with team to ensure consistency across all shifts.
• Continuously recommend and implement ways to improve customer service, employee satisfaction and overall operational performance
• Support Floor Supervisors during peak times to ensure superior service standards are maintained at all times.
• Take an active role in hiring, promotion, termination, suspension, and recognition of supervisors.
• Provide oversight in promotion, termination, suspension and recognition of dealers.
• Enforce the Casino Control Act and all attendant regulations as well as all internal company policies and procedures.
• Consistently manage, observe, prioritize and be accountable while creating a fun, fast-paced, high energy environment.
• Ensure staffing levels on gaming floor are resulting in appropriate game coverage and efficiency of operations.
• Conduct timely, comprehensive evaluations of Supervisors
• Keep an open mind, always thinking of new ways to improve or upgrade existing processes, making the team work smarter not harder
• Promote outstanding guest relations. Perform other duties as assigned
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
• Inspire others by demonstrating a high level of commitment and energy in all endeavors
• Consistently demonstrates superior customer service skills and acts as a positive role model for all team members
• Convey positive energy and enthusiasm focusing on the customer interaction
• Continuously improves service by evaluating service problems using feedback or data and involving team in service improvements
• Immediately address service issues and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events
• Develop highly skilled, successful team members
• Set realistic and measurable service standards and holds team accountable for meeting them
• Clearly communicate and enforce company expectations including Code of Commitment, policies, procedures, team goals and business strategy
• Address team member performance issues, coaches for improvement and provides ongoing feedback.
• Consistently follows company policies, procedures and industry regulations.
• Maintain accurate and up-to-date team member records and complete performance reviews in a timely fashion

Knowledge, Skills, & Abilities:

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (4 hours).
• Must be able to respond calmly and make rational decisions when handling employee conflicts.
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English

Education & Experience Requirements:

• College degree or equivalent experience.
• Thorough knowledge of all casino games, operations, and casino management.
• Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to obtain the appropriate work authorization per gaming regulations required.
• Must be able to maneuver to all areas of the property
• Must be able to lift up to 10 pounds regularly and up to 50 pounds occasionally
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers, fax machine, and photocopier.
• Must be able to work at a fast pace and in stressful situations.
• Must be able to read, write, speak and understand English.
• Must be able to respond to visual and aural cues.
• Must be able to work in a noisy environment for extended periods of time.
• Must be 21 years of age.

License Requirements:

• Ability to obtain and maintain a Gaming Occupational License within the State of Ohio.