ABOUT GRANITE STATE GAMING & HOSPITALITY, LLC

Granite State Gaming & Hospitality, a subsidiary of G2 Gaming, is committed to supporting community nonprofit organizations New Hampshire through innovative entertainment, hospitality and gaming experiences. Our accomplished team of industry professionals have more than 150 years of experience and are ready to take charitable gaming to a whole new level; creating world-class venues, infusing more economic opportunities into the markets we serve while helping New Hampshire nonprofits thrive. We believe our innovative player experiences and enhanced operations can be a partnership that helps provide valuable resources directly to those organizations that are helping our friends and neighbors. We are currently open and developing first class gaming venues in Rochester, Hampton, and Littleton.

QUALIFICATIONS

• Demonstrate strong listening and communication skills.
• Demonstrate problem-solving and critical thinking.
• Must be able to work independently and maintain a high level of performance.
• Must be able to complete tasks in a timely and efficient manner while maintaining business standards.
• Focus on teamwork and collaboration with others.
• Provide exceptional service to internal and external Guests while leveraging the knowledge of the position and the business.
• Stay engaged and motivated with the business, department, and all Team Members at all levels while encouraging growth and development of self and others.
• Build lasting relationships by demonstrating honesty, integrity, and effective communication.
• Drive to exceed expectations while remaining accountable and fair.
• Must be at least 21 years old.

ABOUT THE ROLE

Casino Operations Shift Managers are responsible for ensuring Table Games runs with the utmost efficiency, working to optimize gaming revenue, including facilitating HHR payouts and service calls, enhancing the Guest experience, and maintaining integrity. Their role involves strategic management of all table gaming activities, oversight of gaming personnel, and ensuring compliance with all regulatory requirements. The Table Games Floor Supervisor is responsible for assisting with managing the Table Games Department; providing staff with effective guidance and assistance regarding accomplishing the goals and objectives of the table games facilities.

WHAT YOU’LL DO

• Provide exceptional Guest service while maintaining a positive attitude.
• Support and motivate Team Members while ensuring team responsibilities are performed according to established departmental standards.
• Ensure compliance with the New Hampshire Lottery Commission’s Minimum Control Standards (M.I.C.S.), and all applicable regulations.
• Monitor gaming revenue and develop strategies to increase profitability while using analytical skills for monitoring game performance metrics and making data-driven decisions.
• Engage with players in a friendly and professional manner, provide assistance, explain game rules, and maintain a positive and entertaining atmosphere.
• Prepare daily reports highlighting game performance, promotional outcomes, financials, and any incidents of notable occurrence.
• Demonstrate comprehension and compliance with all Title 31 procedures.
• Identify areas of operational improvement and implement strategies to elevate game performance and player experience.
• Address player inquiries, concerns, and complaints, ensuring an exceptional gaming experience.
• Assess situations, foresee potential issues, and devise effective solutions, especially under pressure.
• Observe to detect discrepancies in gameplay and oversee the gaming floor effectively.
• Collaborate with Marketing to design and execute promotions, tournaments, and special events that enhance the Table Games experience.
• Demonstrate sensitivity to diverse cultures and backgrounds when interacting with players.
• Lead and manage Team Members and processes while overseeing and directing daily department operations.
• Serve as the subject matter expert on departmental processes and procedures while responsible for all department compliance.
• Lead coaching, corrective counseling, and performance evaluations for Table Games Team Members.
• Lead, maintain and foster timely communication, teamwork, and collaboration within their scope of responsibility.
• Recruit, train, and motivate Table Games Team Members, effectively regulating department headcounts and turnover rates.
• Aid in drafting, creating, and updating policies and procedures under the guidance of Leadership.
• Assist in budget creation, meeting revenue targets, managing expenses effectively, and ensuring adherence to annual budgetary limitations.
• Partner with Human Resources regarding disciplinary matters and employment terminations.
• Tracks and documents play of guests including but not limited to monitoring wager amounts, length of play, purchase amounts and wins/losses.
• Maintains proper table inventories through fills and credits.
• Issues playing cards and dice and review them for irregularities at the beginning of the shift.
• Assist with personnel functions, such as: training, development, supervision, evaluations, and disciplinary actions; will perform these functions in a timely manner.
• Supervise, coach, instruct and direct dealers in proper procedures of appropriate aspects of table games operations including but not limited to correction of errors, recommendations of disciplinary actions and monitoring all work processes.
• Assist with staff schedules for assigned shifts, including the scheduling of any necessary team member training.
• Investigate and resolve guest complaints regarding customer service issues in a positive manner.
• Ensure team member compliance with all departmental, company, gaming policies, procedures and any other applicable rules and regulations; will also enforce all required safety codes.
• Maintain company, team member, and guest information confidentiality.
• Other duties as assigned.