Job Abstract

Table Games

GENERAL SUMMARY
The Table Games Supervisor II will supervise an assigned group of table games that includes observing and evaluating the performance of the dealers and training dealers on job expectations. Monitors the activity on the games and enforces compliance with policies/procedures and gaming regulations while ensuring the integrity of the games and evaluating guests’ play through the established rating system and tracks the win/loss performance of the games.

CORE SCOPE OF POSITION

• Monitors dealers’ game operations by ensuring correct payouts, Title 31 compliance, that guest expectations are met, that games are opened and closed correctly, and that fills and credits are performed with accuracy. 
• Maintains accurate rating of guests’ play to provide useful data for effective and profitable marketing decisions.
• Proactively monitors and coaches dealers on game pace.
• Provides recommendations on table limits and manages card counters. 
• Keeps Table Games Shift Manager informed of all relevant and pertinent information regarding the gaming activity in assigned area. 
• Monitors and reviews job performance and provides timely feedback designed to continuously improve individual and team performance including writing and delivering of formal corrective action.
• Prioritizes and assigns job tasks, sets clear objectives and expectations for dealer, and efficiently to ensure all work is performed and completed on time.
• Quickly and effectively deals with inappropriate behavior or individual issues affecting the team.
• Communicates in written form utilizing proper spelling, grammar and punctuation to present a clear and professional message in all communications.
• Steps in to assist with front-line duties when necessary.
• Assists with training of Table Games team members on the expectations and responsibilities of their positions.
• Quickly and efficiently responds to dealer notification of a player’s club request; promotes the player’s club card to guests who do not have a card or who are not using their card. 
• Resolves guest disputes in a reasonable, professional, and equitable manner. 
• Escalates to Table Games Management if resolution cannot be reached. 
• Performs hourly headcount and manages call outs. 
• Proactively issues comps to guests when appropriate. 
• Processes jackpots and issues tax documents according to IRS regulations. 
• Maintains all required and necessary reports and logs with complete and accurate information. 
• Conducts pass down of relevant and critical information to relief team member before going on breaks or at the end of shift.
• Reads and responds to emails on a daily basis.
• Attends all required trainings and meetings.
• Ensures integrity and security of the games by observing and addressing conduct and behavior of dealers and guests.
• Maintains knowledge of, adherence to, and/or enforcement of all written/internal controls and procedures within the department and casino. 
• Maintains in-depth knowledge of all promotions and events for the hotel and casino and able to explain accurate information to guests.
• Complies with and follows Viejas Guest Service Standards while performing job duties.
• Follows company and departmental policies and standards operating procedures.
• Understands and follows safety guidelines while working.
• Ensures team member have a safe working environment and proactively addresses any unsafe conditions.
• Performs miscellaneous functions and special projects as assigned.

STYLE SERVICE COMMITMENT:
All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• Is a role model of the Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.
• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests.
• Interacts daily with dealers and/ or functional peer groups. Interaction normally involves exchange or presentation of factual information.

SUPERVISION

• Provides immediate supervision to the dealers by assigning tasks and checking work at frequent intervals.

KNOWLEDGE AND SKILLS

• Intermediate knowledge of table games including Blackjack, Craps, Roulette, Pai Gow, Poker, Mini Baccarat, and all specialty games. 
• Knowledge of NIGC and Title 31 regulations.
• Intermediate knowledge of computer system, including Microsoft Word and Excel.
• Knowledge of casino management system and player tracking system. 
• Organized, self-motivated, goal-oriented, and values teamwork.
• Excellent guest service skills 
• Excellent verbal, written, and interpersonal communication skills.
• Ability to process jackpots.
• Ability to dispute, resolve, and negotiate guest concerns as they arise and handle situations in an expedient manner.
• Ability to multitask and work in a fast-paced, high stress environment.
• Must be dependable, timely and have high attention to detail.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED) required. 
• Dealer school certification or equivalent experience required.
• Must obtain T.I.P.S. Certification.

EXPERIENCE

• 2 to 4 years of table games experience required.
• 1+ years of experience as a dealer preferred.
• Class III gaming experience is preferred.
• Supervisory experience required.