D/R DEALER/FLOOR SUPV

Overview

Under the direction of the Vice President of Table Games, the incumbent in this position is responsible for providing superior service to both the internal and external guests.  The incumbent is also responsible for monitoring and controlling an area of a pit consisting of one or more games to assure the delivery of customer service standards, while maintaining the integrity of the games and dealing games in assigned areas according to regulatory and company guidelines.

Responsibilities

SUPERVISOR:

• Engages guests during their play and develops relationships to create customer loyalty and repeat visits.
• Manages guest disputes, issues or concerns related to the department while maintaining a professional demeanor, balancing the need to protect assets and ensures regulatory compliance with guest satisfaction. 
• Manages staffing levels according to volume of business.
• Enforces all games procedures and policies.  
• Prepares necessary shift and other reports. 
• Makes recommendations for policy or operational changes to ensure efficiency and compliance with regulations. 
• Ensures compliance with all regulatory controls both internal and external including but not limited to state and federal labor laws, NJ DGE regulations and guidelines and HRAC business ethics guidelines.
• Discretionary ability to extend complimentary services in accordance with the approved comp matrix.
• Maintains confidentiality of all Hard Rock AC trade secrets and proprietary information including business processes, customer lists, customer information, marketing plans and any other confidential information.
• Monitors player ratings.
• Takes chip inventory of all tables in assigned area.
• Stocks pit and ensures equipment is in good working order.
• Monitors the volume of play and makes adjustments accordingly.
• Responsible for fills and credits required during the operation of supervised games.  
• Oversees table game dealers and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Assists with time keeping and related payroll processes to ensure accurate and timely payment to all employees.
• May train employees; plans and assigns work area; appraises performance; initiates employee commendations and discipline, addresses and resolves guest and/or employee concerns and complaints.
• Evaluates dealers for efficiency and customer service.
• Acts as a role model to all employees and always presents oneself as a credit to Hard Rock AC and encourages other employees to do the same.
• Able to work with others while maintaining a positive and professional demeanor.
• Performs all other duties as assigned.

DEALER:

• Performs the act of mechanically dealing a game in a proficient manner, according to current Company policies and procedures, applicable gaming regulations and meeting required rounds per hour by game type.
• Responsible for handling guest transactions and notifying Table Games Supervisor of any irregularities while advising a Table Games Supervisor or Pit Manager of any disputes or arguments that may arise during the game among players/dealer.
• Exchanges currency for gaming chips and pays or collect bets according to house rules in an accurate manner.
• Deal accurately and at a pace defined by the supervisor/guests at the table; take and pay bets accurately and according to standard.
• Able to handle mid-level math problems.
• Able to handle large amounts of cash and chips with ease.
• Able to maintain composure when high pressure situations occur with guests.
• Follow department and Company policies and standard operating procedures. (SOPs) including those relating to Hard Rock AC’s business d all regulatory requirements.
• Deliver guest service that promotes satisfaction and results in increased time at the table and return play.
• Maintains a work environment that is safe, professional, friendly and conducive to a high level of productivity and performance, as well as morale.
• Support the Hard Rock culture and team philosophy within the department and throughout the property.
• Amicably resolve guest concerns whenever possible and report complaints/problems that are outside your ability/authority to resolve.
• Supports and maintains guest service standards at all times while promoting outstanding guest relations.
• Assists with the cleanliness of the casino property front and back of House.
• Performs other duties as assigned. 

Qualifications

• Must be 21 years of age or older.
• High School diploma or equivalent.
• Must currently hold or be able to obtain a NJ Casino Employee Registration license through the NJ Division of Gaming Enforcement.
• Three years table games experience required. 
• Knowledge of at least three core games is required, with Blackjack being one of them. Other core games include Craps, Roulette, Baccarat, Tiles and any combination of at least three of the poker derivative games (i.e. Three Card Poker, Four Card Poker, Mississippi Stud, Ultimate Texas Hold’em, Let it Ride).
• Knowledge of table games math, procedures, game protection, regulations and training requirements.  

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