Overview:
Under the direction of the Director of Table Games Administration, the incumbent is responsible for the overall development, standards and presentation of all training and development programs for Table Games.

Responsibilities:

• Oversee the development, standards and presentation of all training and development programs for Table Games including, but not limited to, company orientation, customer service, supervisory skills development, leadership and career development
• Reviews policy and gaming procedures and recommends changes to the Director Table Games Administration
• Reviews the internal policies & procedures of all table games & maintains said procedures with respect to the efficiency & effectiveness of the casino operation
• Ensures training compliance with all DGE regulations
• Responsible for the distribution of training materials and administering of training classes.
• Responsible for issuing commendations, constructive letters and discipline to all reporting levels of table games department employees
• Responsible for the instruction of Hard Rock management philosophies, policies and procedures, adherence to CCC regulations, as well as other Federal & State compliance issues
• Oversee the recruitment, hiring & development of table games staff including the completion of performance appraisals, commendations & constructive letters
• Responsible for Department Orientation, Post Orientation Training, D/R Supervisor Training, Floor Supervisor Training
• Responsible for implementing training programs that continually improve Customer Service & Technical abilities.
• Responsible for update of all Table Game Procedure Manuals
• Responsible for update of the Table Games Department Policy Manual
• Maintaining a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance, as well as, morale
• Maintaining staff performance levels by way of positive means or recommendation of progressive discipline.
• Responsible for handling all casino guests’ needs, complaints and disputes related to table games and hotel areas in a timely & professional manner with respect to the best interests of Hard Rock
• Responsible for facility inspection and contacting appropriate departments to handle deficient situation
• Acts as a role model to all employees and always presents oneself as a credit to Hard Rock Casino and encourages others to do the same.
• Promotes positive public relations and creates an enjoyable atmosphere for all customers.
• Amicably resolves customer related problems in a fast-paced environment.
• Ensures the protection of customers’ rewards and credit lines.
• Comply with all departmental and Company Policies including business ethics guidelines.
• Complies with all regulatory requirements.

• Maintains confidentiality of all casino trade secrets and proprietary information including business processes, customer lists, marketing plans and any other confidential information.

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

Qualifications:

• Ten to fifteen years casino experience with a minimum of five years at management level
• Must have dealing & supervisory experience of all games and be knowledgeable of all casino games rules, procedures and regulations of Casino Control Commission regulations
• The ability to effectively communicate in English
• The ability to effectively use Word, Excel, PPT and all AV equipment associated with training
• Must be able to obtain an AGCO Gaming License
• Must be at least nineteen (19) years of age

Additional Details:
Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.
We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process

• Oversee the development, standards and presentation of all training and development programs for Table Games including, but not limited to, company orientation, customer service, supervisory skills development, leadership and career development
• Reviews policy and gaming procedures and recommends changes to the Director Table Games Administration
• Reviews the internal policies & procedures of all table games & maintains said procedures with respect to the efficiency & effectiveness of the casino operation
• Ensures training compliance with all DGE regulations
• Responsible for the distribution of training materials and administering of training classes.
• Responsible for issuing commendations, constructive letters and discipline to all reporting levels of table games department employees
• Responsible for the instruction of Hard Rock management philosophies, policies and procedures, adherence to CCC regulations, as well as other Federal & State compliance issues
• Oversee the recruitment, hiring & development of table games staff including the completion of performance appraisals, commendations & constructive letters
• Responsible for Department Orientation, Post Orientation Training, D/R Supervisor Training, Floor Supervisor Training
• Responsible for implementing training programs that continually improve Customer Service & Technical abilities.
• Responsible for update of all Table Game Procedure Manuals
• Responsible for update of the Table Games Department Policy Manual
• Maintaining a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance, as well as, morale
• Maintaining staff performance levels by way of positive means or recommendation of progressive discipline.
• Responsible for handling all casino guests’ needs, complaints and disputes related to table games and hotel areas in a timely & professional manner with respect to the best interests of Hard Rock
• Responsible for facility inspection and contacting appropriate departments to handle deficient situation
• Acts as a role model to all employees and always presents oneself as a credit to Hard Rock Casino and encourages others to do the same.
• Promotes positive public relations and creates an enjoyable atmosphere for all customers.
• Amicably resolves customer related problems in a fast-paced environment.
• Ensures the protection of customers’ rewards and credit lines.
• Comply with all departmental and Company Policies including business ethics guidelines.
• Complies with all regulatory requirements.
• Maintains confidentiality of all casino trade secrets and proprietary information including business processes, customer lists, marketing plans and any other confidential information