HCVR Dual Rate Supervisor, Table Games Service (Part Time; Varied Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          Dual Rate Supervisor, Table Games Service

DEPARTMENT:                                Operations

GRADE/FLSA STATUS:                H17/H5 – Non-Exempt

BADGE TYPE/COLOR:                 Key - Blue

REPORTS TO:                                  Supervisor, Table Games Service; Manager, Games-Tables; Relief Manager, Games - Tables 

SUPERVISES:                                    Table Games Dealer; Poker Dealer

JOB SUMMARY:

Perform the functions of Table Games Supervisor and Dealer based upon the business needs of the casino. Accurately administer and oversee the operations of an assigned area in compliance with casino regulations and procedures.  Create strong relationships with guests. When assigned to the Poker Room, is responsible for the implementation and compliance of all Poker policies and procedures and supervises the operation of assigned Poker games to ensure integrity and customer satisfaction.

1. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - SUPERVISOR:

• Serve as a dynamic and energetic leader, while fostering teamwork, employee morale, motivation, and open communication

• Establish yourself as a highly credible leader with the highest levels of integrity, and always act 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 the performance of an 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 escalate 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 the 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

• Ensure 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

• Demonstrate excellent facilitator skills in resolving conflicts between different points of view

• 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 for assisting 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

• Answer all requests of customers, or contact higher authority to do so

• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner

• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - DEALER:

• Deal one or more games in order to provide guests with courteous and accurate service, and promote an entertaining environment; maintain department standards of game productivity

• Provide gaming instructions to guests when requested or as assigned in order to encourage gaming activity

• Demonstrate superior customer service skills by displaying outlined service behaviors at all times

• Maintain an upbeat and positive attitude, create positive energy with gestures, and sustain enthusiasm from one interaction to the next

• Initiate courteous and friendly conversations with guests

• Informed of daily information; build relationships by greeting guests with a warm, friendly verbal greeting

• Possess money-handling skills, count large sums of cash and exchange for table chips 

• Possess a thorough working knowledge of all casino games certified to deal

• Documented strong knowledge of department policies and procedures including those pertaining to Federal and Regulatory laws and guidelines

• Check for satisfaction and effectively resolve service breakdowns when they exist

• Exercise appropriate discretion in identifying situations that require management attention

• Provide game protection by keeping visual contact with all guests and game layout, and reporting any suspicious activity to the immediate supervisor 

• Act as a role model; always present oneself as a credit to Harrah’s Cherokee Valley River Casino & Hotel 

• Promote Caesars Rewards programs and card membership

• Create an atmosphere of luck and celebrate guests’ wins

• Provide a warm farewell and thank guests for visiting

• Delight our guests with outstanding service

• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner

• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

MINIMUM QUALIFICATIONS:

• High School diploma or GED required

• BSBA degree from an accredited educational institution preferred

• Completion of Table Games Dealer Training School required

• Within 1 year of hire date, proficient in at least 1 major game (Craps, Roulette, Poker, and/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 

• 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

• Demonstrated high levels of Spotlight service skills on a consistent basis

• Documented teamwork behaviors and attitudes                           

• Excellent oral and written communication skills

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 lift 25 pounds and carry 5 pounds

• 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 office equipment, including computers, and photocopiers

• 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 operate in a mentally and physically stressful situation

• Must be able to stand for long extended periods of time 

• Must be able to work a flexible schedule including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary      1.11.24