Supervisor, Casino Operations - Cherokee, United States - Harrah's Cherokee Casino Resort

Description

Job Description

Harrah's Cherokee Casino Resort Position Description

POSITION TITLE: Supervisor,Casino Operations

DEPARTMENT: Operations

GRADE/FLSA STATUS: S17-Exempt

BADGE TYPE/COLOR: KeyBlue

REPORTS TO: Assistant Casino ManagerSlots & Casino ManagerSlots

SUPERVISES: Gaming Hosts, Dual Rate Gaming Host, Senior Gaming Host

JOB SUMMARY:

Responsible for monitoring and supervising the daily casino floor operations, ensuring that courteous and prompt service is provided by all employees and ensuring full compliance.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establish and endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• TrainGaming Hosts, providing each with the knowledge, development and appropriate direction to perform his/her responsibilities
• Build relationships and maintain rapport with casino players and employees
• Handle customer disputes with strong emphasis on achieving customer satisfaction, identifying situations requiring attention of a manager
• Implement the federal Currency Transaction Reporting Guidelines and pass quarterly testing
• Oversee, verify, supervise, all jackpots and hopper fills to ensure promptness and accuracy execution of every transaction
• Meet or exceed the attendance guidelines for the job; be dependable and reliable
• Knowledge of and responsibility for all investigations and research required for variance, income control, surveillance and all other procedures as outlined in the Internal Control procedures
• Invoke the service recovery when needed
• Use radio to expedite service and use professional etiquette when talking on radio
• Encourage Caesars Rewards participation and sign up guest for whenever possible
• Participative member of the team by volunteering and being involved in projects, committees, and task forces by providing input and suggestions
• Aware of current promotional programs and new gaming devices
• Proactive with incidents and issues ensuring resolution with employees
• Seek opportunities to provide excellent service to players and employees
• Responsible for, or actively participates in, the initiation of personnel actions including but not limited to: interviews, training, candidate selection, terminations, performance reviews, promotions, transfers and disciplinary actions
• Provide continuous positive coaching for development of employees and appropriate correction action when necessary
• Ensure timely and accurate performance appraisals and accurate work history entries
• Exhibit sound decision-making with emphasis on motivating team and maintaining high morale
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• One year of experience as a Dual Rate Casino Operations Supervisor or one year experience as a Senior Gaming Host or one year supervisor experience in a casino customer contact department required
• One year money handling experience preferred
• Must demonstrate the following essential knowledge and skills:
• Strong interpersonal and problem solving skills
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
• Neat, professional appearance with excellent personal hygiene
• Documented ability to comply with regulatory issues; variances, income control, surveillance, and all areas of regulatory procedures
• Demonstrated high levels of service skills on a consistent basis
• Documented teamwork behaviors and attitudes
• Excellent oral and written communication skills
• Knowledge of casino rules, regulations, and Internal Control Procedures
• Strong interpersonal skills
• Basic gaming device knowledge

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to maneuver to all areas of the casino
• Must be able to lift up to 25 pounds and carry 5 pounds
• Must be able to stoop, bend, reach, kneel, twist and grip items
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak and understand English
• Must have the manual dexterity and coordination to operate office equipment, including a calculator, computer, fax machine and photo copier
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including second hand smoke
• Must be able to work a flexible schedule including weekends, evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary