Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.  Serves as a dynamic, positive leader, while fostering teamwork, employee morale, motivation and open communication.  Acts as a role model and coach while developing employees using a consistent, approachable demeanor and clearly articulating expectations.  Ensures that team members clearly understand and are held accountable for their service performance expectations.  Provides appropriate recognition and rewards to individuals and groups when consistent superior service performance is attained.   Works as a change agent to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value.  Demonstrates excellent facilitator skills in resolving conflicts between different points of view.  Demonstrates leadership skills in determining a vision, aligns and inspires the team to achieve the vision.  Coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated employees.  Recommends and implements change to improve overall employee and guest satisfaction.  Participates in the financial operating and capital planning processes and makes recommendations that achieve desired financial results.  Establishes and endorses the business and service objectives, ethics and values of the Company in accordance with the Code of Commitment.   Supervises gaming activity during assigned shift.  Trains, monitors and evaluates performance of gaming personnel on shift to ensure smooth and efficient operations.   Ensures compliance with government and company regulations, internal controls and departmental policies and procedures.  Implements and enforces policy changes as they occur.  In the absence of the Casino Shift Manager, will act in that capacity and perform all Shift Manager functions, including reporting.  Takes responsibility for creating an environment that promotes luck and celebrates wins.  Deals with the difficult circumstances that arise on the gaming floor in a constructive and business-like manner, balancing the interests of the guest, employee and company.      EDUCATION/SKILLS/EXPERIENCE: Knowledge of table games and casino rules, procedures and regulations.  Supervisory, organizational and communication skills.   Prior table games supervisory experience.  

 

ESSENTIAL FUNCTIONS:   Inspires others with a clear direction by understanding and 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 employees.  Conveys positive energy and enthusiasm focusing on the guest interaction.   Continuously improves service by evaluating service breakdowns using guest feedback, data and behavior.  Communicates service breakdowns and team plans in buzz sessions and facilitates opportunity-seeking meetings to consistently involve all team members in service improvements.  Immediately addresses service breakdowns and follows up to ensure guest satisfaction.   Keeps team well informed of property promotions and events.  Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them.   Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy.  Addresses employee performance issues, coaches for improvement and provides ongoing feedback.  Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance.   Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely.   Takes personal responsibility for creating an atmosphere of luck.        Oversees the operations of assigned area, ensuring compliance with government and company regulations, internal controls and departmental policies and procedures.  Ensures proper procedure is used by all dealers under supervision.  Verifies all gaming table transactions in supervised area.  Maintains awareness of activity on games in area of supervision; settles disputes that may arise, escalating issues when appropriate.  Verifies issuance of credit after completion of all authorization procedures.  Motivates dealers to provide superior customer service while also taking responsibility for following dealing procedures and keeping proper game pace.   Directly responsible for customer service objectives.       EDUCATION/SKILLS/EXPERIENCE:   Knowledge of casino rules, procedures, and regulations as applied to the game(s) under supervision.  Supervisory, communication and organizational skills.  Direct dealing experience with the game(s) contained in assigned pit area.       DISCLAIMER:   “This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, effort or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical developments).”