Dual Rate Shift Manager/Pit Manager, FT

at  Hard Rock International USA Inc

Overview:

A Dual Rate Shift Manager/Pit Manager is responsible for performing the duties of a Pit Manager and/or the duties of a Shift Manager, based on their shift assignment:

• While working as a Pit Manager, the team member is responsible for the overall management and efficient operation of an assigned section of Table Games on the gaming floor, which includes employee management, oversight and development, enforcement of policies and procedures, staffing and operations adjustments, game protection, dealing with guest issues and providing the highest standard of guest service in order to ensure return play.
• While working as a Shift Manager, the team member is responsible for the management and oversight of all Table Games operations during a particular shift. They must ensure that the gaming floor is managed effectively and efficiently, including staffing levels, game spread and table limits, mentoring the management team and coordinating with other departments to ensure all available resources are being utilized effectively in order to provide an exceptional gaming experience for our guests, while maximizing product revenue and protecting the brand.

Responsibilities:

Duties as a Pit Manager:

• The management and oversight of all team members within an assigned section of Table Games, including table assignments, maintaining accurate road maps and attendance records, coaching and training through positive and corrective feedback, monitoring job performance and adherence to department and property policies and procedures
• The effective operation of an assigned section of Table Games, including opening & closing procedures, headcounts, rundowns, monitoring utilization rates and adjusting table limits accordingly, monitoring player ratings, cash drop and win/loss data, filing reports and investigating anomalies as needed, communicating relevant information to the Shift Manager and contributing to the daily shift report
• Responsible for pit inventories of sensitive gaming equipment (i.e. cards, dice), for issuing inventory as needed, while maintaining an accurate count at all times
• Review game spread & staffing levels and recommend changes to the Shift Manager
• Must be knowledgeable of all department policies and procedures, including game specific procedures and standard operating procedures for live table games and the general property
• Ensure compliance with all provincial regulations, as well as all Hard Rock regulations and compliance policies
• Must possess excellent communication and customer service skills
• Offer the highest possible level of guest service in order to maximize player satisfaction and ensure return play
• Coordinate with other departments, including Hosts, Food & Beverage, Credit, Player’s Club and Cage to provide for guests’ needs and resolve issues quickly and effectively
• Utilize Surveillance, Security and other tools to monitor and maintain the integrity of live Table Games operations
• Handle casino guest requests, complaints and disputes related to Table Games and the overall property in a timely, professional manner
• Treat fellow team members with kindness and respect, and maintain a positive attitude in the workplace, promoting a high level of morale and contributing to a positive work environment for everyone
• Maintain a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance
• Support the Hard Rock culture and team philosophy throughout the property
• Act as a role model to all team members and always present oneself as a credit to Hard Rock

Additional Duties as a Shift Manager:

• Ensure that the gaming floor is managed effectively and efficiently, utilizing available resources in order to provide an exceptional gaming experience for our guests, while maximizing product revenue
• Review and evaluate staffing levels, game spread, product placement, table limits and potential new product, and recommend improvements to the Table Games Manager
• Train, mentor and retain high-quality Pit Managers and Floor Supervisors
• Communicate company and department information to ensure an “in-the-know” team, and follow up regularly to ensure knowledge and understanding
• Continuously evaluate current business levels and conditions that could affect those levels (i.e. special events, weather) and manage resources accordingly
• Develop, distribute and/or administer performance appraisals, commendations, constructive letters and discipline to all Table Games team members
• Manage team member issues & conflicts, and recommend solutions as needed (i.e. coaching, action plan or termination) to the Table Games Manager
• Create a work environment that is safe, professional, friendly and conducive to a high level of morale, productivity and performance
• Observe and report on the internal security of Table Games operations, identifying activities that could affect the efficiency, effectiveness, and/or integrity of the casino operation
• Ensure prompt and discreet notification to the Table Games Manager of any observation of illegal acts or internal ethics violations. Utilize Surveillance and other resources to document and record such activity if applicable
• Manage departmental inventories of sensitive gaming equipment, including the distribution of new inventory to the pits and the return of used inventory for destruction
• Communicate all relevant operational information to Hard Rock Management in a timely manner, including the daily shift report, player win/loss reports and other operational anomalies or concerns as needed
• Visually inspect all casino equipment and follow procedures for notification, repair and/or replacement
• Inspect and ensure a clean, safe working environment. Notify appropriate departments to handle deficient situations
• Ensure player confidentiality and the protection of guests’ player account information, rewards and credit lines
• Comply with all departmental and company policies including Hard Rock Casino’s business ethics guidelines
• Maintain confidentiality of all Hard Rock trade secrets and proprietary information including business processes, customer lists, marketing plans and all other confidential information
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service
• Promote positive public relations and create a fun-filled, entertaining and exciting gaming environment for all
• Be ready and available to work all assigned shifts, including evenings, weekends and holidays
• Other duties as assigned
• Lives the Brand

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.
Qualifications:

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

Each candidate must:

• Successfully complete an interview, outlining all gaming experience
• Possess exceptional guest service skills including a positive demeanor and a calm, steady temperament
• Demonstrate and maintain strong ethical standards at all times
• Have knowledge of Hard Rock Casino’s compliance and regulations, as well as all Table Games policies & procedures

Minimum Requirements:

• Bachelor’s Degree or Certificate in a related field, or an equivalent combination of education and work experience
• Two (2) years of experience as a Table Games Pit Manager or above
• Five (5) or more years of experience in Table Games as a Dealer, Floor Supervisor and/or Pit Manager for multiple games, including all core games (Blackjack, Craps, Roulette and Baccarat) and all applicable Novelty games
• Experience in high limit pits and high action games preferred
• The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

SKILLS

• Excellent computer skills to include Word, Excel, Outlook, PowerPoint and SharePoint
• Knowledge and experience using a gaming management system (GMS), preferably Bally’s (i.e. Tableview & CMP)
• Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) for this jurisdiction is preferred
• Knowledge and experience using a scheduling and payroll system, such as Virtual Roster and Time Manager, is preferred
• Must possess excellent communication and guest service skills
• Excellent interpersonal, written and verbal communication skills in English is essential
• Proficiency in a second language (French) is preferred
• Analytical, observational, organizational, interpersonal and communication skills

A Dual Rate Shift Manager/Pit Manager is responsible for performing the duties of a Pit Manager and/or the duties of a Shift Manager, based on their shift assignment:

• While working as a Pit Manager, the team member is responsible for the overall management and efficient operation of an assigned section of Table Games on the gaming floor, which includes employee management, oversight and development, enforcement of policies and procedures, staffing and operations adjustments, game protection, dealing with guest issues and providing the highest standard of guest service in order to ensure return play.
• While working as a Shift Manager, the team member is responsible for the management and oversight of all Table Games operations during a particular shift. They must ensure that the gaming floor is managed effectively and efficiently, including staffing levels, game spread and table limits, mentoring the management team and coordinating with other departments to ensure all available resources are being utilized effectively in order to provide an exceptional gaming experience for our guests, while maximizing product revenue and protecting the brand

Duties as a Pit Manager:

• The management and oversight of all team members within an assigned section of Table Games, including table assignments, maintaining accurate road maps and attendance records, coaching and training through positive and corrective feedback, monitoring job performance and adherence to department and property policies and procedures
• The effective operation of an assigned section of Table Games, including opening & closing procedures, headcounts, rundowns, monitoring utilization rates and adjusting table limits accordingly, monitoring player ratings, cash drop and win/loss data, filing reports and investigating anomalies as needed, communicating relevant information to the Shift Manager and contributing to the daily shift report
• Responsible for pit inventories of sensitive gaming equipment (i.e. cards, dice), for issuing inventory as needed, while maintaining an accurate count at all times
• Review game spread & staffing levels and recommend changes to the Shift Manager
• Must be knowledgeable of all department policies and procedures, including game specific procedures and standard operating procedures for live table games and the general property
• Ensure compliance with all provincial regulations, as well as all Hard Rock regulations and compliance policies
• Must possess excellent communication and customer service skills
• Offer the highest possible level of guest service in order to maximize player satisfaction and ensure return play
• Coordinate with other departments, including Hosts, Food & Beverage, Credit, Player’s Club and Cage to provide for guests’ needs and resolve issues quickly and effectively
• Utilize Surveillance, Security and other tools to monitor and maintain the integrity of live Table Games operations
• Handle casino guest requests, complaints and disputes related to Table Games and the overall property in a timely, professional manner
• Treat fellow team members with kindness and respect, and maintain a positive attitude in the workplace, promoting a high level of morale and contributing to a positive work environment for everyone
• Maintain a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance
• Support the Hard Rock culture and team philosophy throughout the property
• Act as a role model to all team members and always present oneself as a credit to Hard Roc

Additional Duties as a Shift Manager:

• Ensure that the gaming floor is managed effectively and efficiently, utilizing available resources in order to provide an exceptional gaming experience for our guests, while maximizing product revenue
• Review and evaluate staffing levels, game spread, product placement, table limits and potential new product, and recommend improvements to the Table Games Manager
• Train, mentor and retain high-quality Pit Managers and Floor Supervisors
• Communicate company and department information to ensure an “in-the-know” team, and follow up regularly to ensure knowledge and understanding
• Continuously evaluate current business levels and conditions that could affect those levels (i.e. special events, weather) and manage resources accordingly
• Develop, distribute and/or administer performance appraisals, commendations, constructive letters and discipline to all Table Games team members
• Manage team member issues & conflicts, and recommend solutions as needed (i.e. coaching, action plan or termination) to the Table Games Manager
• Create a work environment that is safe, professional, friendly and conducive to a high level of morale, productivity and performance
• Observe and report on the internal security of Table Games operations, identifying activities that could affect the efficiency, effectiveness, and/or integrity of the casino operation
• Ensure prompt and discreet notification to the Table Games Manager of any observation of illegal acts or internal ethics violations. Utilize Surveillance and other resources to document and record such activity if applicable
• Manage departmental inventories of sensitive gaming equipment, including the distribution of new inventory to the pits and the return of used inventory for destruction
• Communicate all relevant operational information to Hard Rock Management in a timely manner, including the daily shift report, player win/loss reports and other operational anomalies or concerns as needed
• Visually inspect all casino equipment and follow procedures for notification, repair and/or replacement
• Inspect and ensure a clean, safe working environment. Notify appropriate departments to handle deficient situations
• Ensure player confidentiality and the protection of guests’ player account information, rewards and credit lines
• Comply with all departmental and company policies including Hard Rock Casino’s business ethics guidelines
• Maintain confidentiality of all Hard Rock trade secrets and proprietary information including business processes, customer lists, marketing plans and all other confidential information
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service
• Promote positive public relations and create a fun-filled, entertaining and exciting gaming environment for all
• Be ready and available to work all assigned shifts, including evenings, weekends and holidays
• Other duties as assigned
• Lives the Bran