Job Description

Job Description

Job Description

Overview

Under the direction of the Shift Manager, the incumbent performs functions of a Pit Manager on an assigned shift. Responsible for overall management of a multiple amount of casino table games for a particular shift. Reviews game spread & staffing levels and recommends policy changes in accordance with Virginia Lottery Compliance and Regulations. Reviews the internal security of all table games operations and maintains surveillance of all activities that could affect the efficiency & effectiveness, as well as, integrity of the casino operation.

Responsibilities

• Create an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Offer the highest possible level of customer service resulting in a maximum level of guest enjoyment with anticipated return play.
• Promote positive public relations and creates an enjoyable atmosphere for all customers.
• Amicably resolve customer related issues in a timely manner.
• Ensure the protection of customer’s rewards and credit lines.
• Create and ensure a fun-filled, entertaining, and exciting environment.
• Attain maximum gaming product revenue by means of identifying proper product mixture, positioning & pricing levels, and further, by the evaluation and trial of new gaming product.
• Properly staff and schedule the Table Games department efficiently keeping in mind special events, weather, and business conditions.
• Maintain a work environment that is safe, professional, friendly, and conducive to a high level of productivity, and engagement.
• Work diligently to support the Hard Rock culture and team philosophy throughout the department and property.
• Act as a role model to all employees, always present oneself as a credit to Hard Rock and encourage other team members to do the same.
• Develop team members’ knowledge and skills through education, training, coaching, and corrective counseling.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service.
• Comply with all departmental and company policies including Hard Rock’s business ethics guidelines.
• Comply with all regulatory requirements.
• Maintain confidentiality of all Hard Rock trade secrets and proprietary information including business processes, customer lists, marketing plans and any other confidential information.
• Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Insure adherence to all IGC gaming regulations and statues.

Qualifications

High school diploma or equivalent. Minimum of two years as a Floor Supervisor in a casino.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.
• Prior experience in the Gaming industry strongly required.

KNOWLEDGE OF:

• Pertinent federal, state, and local laws, codes, and regulations.
• Hard Rock operations.
• Policies and procedures as well as knowledge of and ability to identify various cheating techniques.
• Games manuals, policies, procedures, and a demonstrated ability to coordinate or supervise the work of others.
• Player Tracking/Accounting system, floor coverage and margin control.
• Must be highly skilled in games security and table games operations.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Interpret and explain policies and procedures.
• This position spends time on the gaming floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.

• Consistently communicate effectively with guests, as well as all levels of team members.
• Observe and direct actions of subordinates/trainees.
• Inspect and maintain areas for which responsible.
• Review and comprehend all necessary documentation.

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