Position Overview
The Casino Shift Manager is responsible for managing and overseeing casino activities in its entirety during an assigned shift. The Casino Shift Manager ensures successful operations in each department regarding guest satisfaction, employee relations, and ensures compliance with company policies and procedures.
Principal Duties and Responsibilities
- Manage casino activities and operations during an assigned shift
- Support the development of a healthy internal culture and enforce company values
- Serve as a dynamic and energetic leader, fostering teamwork, employee morale, motivation, and open communication
- Promote positive customer experiences by providing prompt and courteous services
- Possess full knowledge of the Totem Rewards benefits and slot promotions
- Deliver and sell casino promotions, programs, and amenities to casino guests
- Maintain a professional and positive demeanor
- Manage guests’ inquiries, complaints, and disputes (Customer Disputes) through approved problem-solving tactics
- Resolve conflicts and coach employees when needed; document conflicts in accordance with HR
- Provide timely communication to employees regarding changes
- Manage and ensure employees are performing their duties and responsibilities
- Ensure employees are in dress code
- Train, develop, and motivate employees in coherence with company expectations
- Ensure completion of all necessary paperwork, forms, and reports including, but not limited to, FINTRAC reporting, customer disputes, promo award sheets, and found money
- Oversee employee opening and closing procedures as per departmental standards
- Manage time and attendance during shift, ensuring accuracy of clock in, clock out and break times recorded; adjust if necessary
- Review staffing needs and adjust staffing levels according to level of demand
- Manage, coordinate, and cover employee breaks
- Ensure and audit compliance with the Internal Controls Manual; report observations to the General Manager
- Understand and support the different departments in the casino
- Understand slot machine malfunctions and how to resolve minor issues
- Manage casino promotions
- Exercise discretion to provide VIP guests with hospitality arrangements including rooms, beverages, food, and assisting with special requests
- Oversee Responsible Gaming program and complete VSE enrollment
- Maintain a clean and safe work environment as per company standards
- Administrative duties as assigned including inventory; filing; scanning;
- Adhere to NBLGC policies and procedures
- Adhere to Grey Rock Entertainment Centre internal controls, policies and procedures
- Other duties as reasonable and assigned
Working Conditions
- May be required to stand, sit or bend for extended periods of time
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
- Must be available to work a rotating shift support the Casino hours of operations (holidays and weekend included)
- Must be able to work in a fast-paced environment
Experience & Qualifications Required
- Must be 19 years or over
- Post-secondary education in Business Management, Commerce or an equivalent combination of education and experience
- Casino experience preferred
- The ability to lead, delegate, and motivate others
- Excellent computer and numerical skills
- Exceptional experience in customer service
- A good head for business development
- Strong organizational and team-working skills
- The energy and enthusiasm to deal with gaming promotions
- The ability to work to deadlines and cope with the consequent pressure
- The energy and enthusiasm to deal with difficult clients
- Expert level Fluency in English and French (written and spoken)
Type d'emploi : Temps plein, Temps partiel, Permanent, Contrat à durée déterminée
Avantages :
- Assurance Dentaire
- Assurance Invalidité
- Assurance Vie
- Assurance Vision
- Événements d'Entreprise
- Heures d’arrivée et de départ flexibles
- Nourriture à Prix Réduit ou Gratuite
- Réductions Tarifaires
- Stationnement sur place
- Tenue Décontractée
Question(s) de présélection:
- This job requires that you are 19 years old or more
Langue:
Lieu du poste : En présentiel
