Job DescriptionHarrah's Cherokee Casino Resort Position DescriptionPOSITION TITLE: Supervisor, Table Games ServiceDEPARTMENT: Table GamesGRADE/FLSA STATUS: H17 -Non- ExemptBADGE TYPE/COLOR: KeyBlueREPORTS TO: GamesManager-TableSUPERVISES: Table Games Dealer, DR Table Games Services SupervisorJOB SUMMARY:Supervise 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 Caesars Rewards awards as appropriate. Perpetuates employee motivation utilizing positive recognition and corrective coaching. In addition, ensures game integrity and provides security of departmental assets.JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Establish and endorse the business objectives, ethics, and values of Harrah's Cherokee Casino Resort in accordance with the Code of Commitment and Mission, Vision and Values
- Serve as a dynamic and energetic leader, while fostering teamwork, employee morale, motivation, and open communication
- Establish self as highly credible leader with highest levels of integrity, and always acts in the best interests of the property and the company
- Provide appropriate recognition and rewards to individuals and groups when consistent superior performance is attained
- Counsel, guide, coach, evaluate, and instruct assigned personnel in the proper performance of their duties, using positive recognition and corrective coaching to motivate personnel
- Monitor and evaluate 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
- Use 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
- Make and change assignments as business needs dictate based on assessment of the skill, experience, and temperament of dealers and other staff
- Prepare and coordinate the periodical performance review of assigned personnel
- Alert Casino Manager to potential safety problems
- Maintain key security
- Display a working knowledge of all table games, house rules, counting methods and procedures covering each game in an assigned area
- Remain alert to any unusual or questionable activities being displayed by any Table Games employee or gaming guest and escalates when appropriate
- Change cards/dice
- Open and close games
- Verify fill slips, credit slips, and markers pertaining to games in the assigned area
- Settle disputes that arise from guests in the Table Games area, referring those at a pre-determined threshold or a certain degree of difficulty to Table Games Manager
- Ensure dealers are delivering the highest quality of guest service
- Take ownership and accountability of all table games overseen, lead team to provide excellent gaming experience for guests
- Handle and intervene when problems or differences between Table Games employees and gaming guests arise and provide assistance, problem resolution and service recovery, if necessary
- Assure guest development by 1) interacting with guests, 2) modeling interactive skills with guests and fellow employees
- Ensure that team members clearly understand and are held accountable for their performance expectations
- Prepare and coordinate the periodical performance review of assigned personnel
- Demonstrate excellent facilitator skills in resolving conflicts between different points of view
- Manage labor, supplies and other expense items in a manner consistent with company strategy
- Responsible for, or actively participates in, the initiation of personnel actions including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers and disciplinary actions
- When assigned to the Poker Room, is responsible to assist department management in the efficient operation of all Poker tables including accounting and administrative functions
- Maintain a working knowledge of all local jurisdictional gaming laws, liquor laws and table games and poker regulations
- Adhere to regulatory, departmental and company policies/procedures in an ethical manner
MINIIMUM QUALIFICATIONS:
- High school diploma or GED required
- BSBA degree from an accredited educational institution preferred
- Two to five years casino experience with direct dealing with the game(s) contained in assigned pit area required
- One-year supervisory experience preferred
- Proficient in Blackjack and at least 1 other major game (Craps, Roulette, or Baccarat) required
- Must demonstrate the following essential knowledge and skills:
- Must possess excellent customer relations, leadership, and communication skills
- Documented ability to comply with regulatory issues and follow detailed procedures
- Extensive knowledge of casino rules, regulations, and Internal Control Procedures
- Documented supervisory and leadership skills
- Extensive knowledge of casino rules, regulations, and Internal Control Procedures
- Strong interpersonal skills (including handling volatile situations)
- Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
- Ability to learn required interaction with CMS and Caesars Rewards systems
- Neat, professional appearance with excellent personal hygiene
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
- Must be physically mobile with reasonable accommodations
- Must be able to maneuver to all areas of the casino
- Must be able to stoop, bend, reach, kneel, twist and grip items
- Must be able to respond to visual and aural cues
- Must be able to read, write speak and understand English
- Must be able to attend to multiple tasks simultaneously
- Must have the manual dexterity to operate a computer and other necessary office equipment including adding machine, computers, fax machine and photo copier
- Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
- Must be able to work a flexible schedule including weekends, evening, and holidays
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary. 7.1.22