table games floor supervisor img

Position Title: Table Games Floor Supervisor

Reports To: Table Games Pit Manager

Supervises: Table Games Dealer

Summary of Position

Observes patrons and employees participating in gambling activities to detect infractions of house rules. Responsible for the day-to-day operation and conduct of all table games. This individual supervises an assigned group of tables in the pit area on an assigned shift.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.

• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.

• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP's and task lists.

• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; "Do it right the first time."
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.

• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).

• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.

• Treats other with respect in all situations.

• Service

• Serves others.

• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team's service to others.
• Provides service outside job responsibilities if needed to help resort succeed.

• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.

• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.

• Informs supervisor of future absence as far in advance as possible.

• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.

• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.

• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.

• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.

• Contributes ideas that support progress and success at shift, team and departmental meetings.

• Essential Duties and Responsibilities include the following and are subject to change at management's discretion:

• Responsible for providing and ensuring excellent customer service is provided in the table games area at all times;

• Monitors staff performance and ensures adherence to all casino policies and procedures and the Internal Control Structure (ICS);
• Trains and evaluates new dealers;
• Maintains constant awareness of floor activity; protects the pit bankroll, the playing public, and the casino's assets;
• Maintains and enforces the casino's rules of play for the table games; Initiates and supervises table games fills/credits;
• Opens and closes table chip bankrolls;
• Assures proper completion of currency transaction reporting paperwork, as required by federal regulation (Title 31) for the Table Games Department;
• Rates table games customer play;
• Monitors and ensures an adequate bankroll for table games; Verifies chip purchases with cash at the table games; Settles customer disputes in the table games pit area;
• Performs basic administrative duties assigned by the Table Games Pit Manager; Performs the duties of table games dealers or craps supervisors as necessary;
• Watches participants in games such as dice or cards to detect cheating, identify rule violators, and observe persons designated by superior;
• Speaks or signals to supervising personnel using hand, telephone, or voice to identify and supply information about suspected violators;
• Calculates winnings to verify