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Harrah's Cherokee Casino Resort Position Description

POSITION TITLE:                          Dual Rate Table Games Service Supervisor

DEPARTMENT:                                Table Games

GRADE/FLSA STATUS:                H17 - Non-Exempt

BADGE TYPE/COLOR:                 Key - Blue

REPORTS TO:                                  Games Manager, Table Games

SUPERVISES:                                    Table Games Dealer

JOB SUMMARY:

Perform the functions of Table Games Supervisor and Dealer based upon business needs of the casino.  Accurately administer and oversee the operations of an assigned area in compliance with casino regulations and procedures.  Create strong relationships with guests. When assigned to the Poker Room, is responsible for the implementation and compliance of all Poker policies and procedures and supervise the operation of assigned Poker games to ensure integrity and customer satisfaction.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - SUPERVISOR:

• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Serve as a dynamic and energetic leader, while fostering teamwork, employee morale, motivation, and open communication
• Establish self as highly credible leader with highest levels of integrity, and always acts in the best interests of the property and the company
• Provide appropriate recognition and rewards to individuals and groups when consistent superior performance is attained
• Counsel, guide, coach, evaluate, and instruct assigned personnel in the proper performance of their duties, using positive recognition and corrective coaching to motivate personnel
• Monitor and evaluate performance of assigned team of dealers and daily pit staff to ensure they are adhering to all applicable state and federal regulations, the requirements of their job descriptions, and Company policy and procedures
• Use independent judgment to issue or recommend employee discipline when violations are observed, and to issue or recommend awards for exemplary employee performance
• Participate and provide recommendations in the hiring, performance evaluation, and termination processes
• Make and change assignments as business needs dictate based on assessment of the skill, experience, and temperament of dealers and other staff
• Prepare and coordinate the periodical performance review of assigned personnel
• Alert Casino Manager to potential safety problems
• Maintain key security
• Display a working knowledge of all table games, house rules, counting methods and procedures covering each game in an assigned area
• Remain alert to any unusual or questionable activities being displayed by any Table Games employee or gaming guest and escalates when appropriate
• Change cards/dice 
• Open and close games
• Verify fill slips, credit slips, and markers pertaining to games in the assigned area
• Settle disputes that arise from guests in the Table Games area, referring those at a pre-determined threshold or a certain degree of difficulty to Table Games Manager
• Ensure dealers are delivering the highest quality of guest service
• Take ownership and accountability of all table games overseen, lead team to provide excellent gaming experience for guests
• Handle and intervene when problems or differences between Table Games employees and gaming guests arise and provide assistance, problem resolution and service recovery, if necessary
• Assure guest development by 1) interacting with guests, 2) modeling interactive skills with guests and fellow employees
• Ensure that team members clearly understand and are held accountable for their performance expectations
• Prepare and coordinate the periodical performance review of assigned personnel
• Demonstrate excellent facilitator skills in resolving conflicts between different points of view
• Manage labor, supplies, and other expense items in a manner consistent with company strategy
• 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
• Maintain a working knowledge of all local jurisdictional gaming laws, liquor laws and table games and poker regulations
• When assigned to the Poker Room, is responsible to assist department management in the efficient operation of all Poker tables including accounting and administrative functions
• Answer all requests of customers, or contact higher authority to do so
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - DEALER:

• Upbeat personality for all interactions with guests and fellow employees
• Proactive in anticipating customer needs
• Motivation in becoming familiar with all guests, remembering names and little facts
• Possess money-handling skills, count large sums of cash and exchange for table chips
• Possess a thorough working knowledge all casino games certified to deal
• Documented strong knowledge of department policies and procedures including those pertaining to Federal and Regulatory laws and guidelines
• Routinely strives to build and maintain rapport with customers by handling disputes and making every effort to achieve customer satisfaction
• Exercise appropriate discretion in identifying situations that require management attention.
• Knowledge of special promotions and events
• Coordinate with Casino Table Games and Security to detect and prevent attempts to cheat identifying irregularities and bringing to the attention of Casino Table Games Supervisor or Manager
• Act as a role model; always presents oneself as a credit to Harrah's Cherokee Casino Resort
• Encourage Caesars Rewards participation
• Answer all requests of customers, or contact higher authority to do so
• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MNIMUM QUALIFICATIONS:

• High School diploma or GED required
• BSBA degree from an accredited educational institution preferred
• Completion of Table Games Dealer Training School required
• Within 1 year of hire date, proficient in at least 1 major game (Craps, Roulette, and/or Baccarat) requiredMust demonstrate the following essential knowledge and skills:
• Must possess excellent customer relations, leadership, and communication skills
• Documented ability to comply with regulatory issues and follow detailed procedures
• Demonstrated high levels of Spotlight service skills on a consistent basis
• Neat, professional appearance with excellent personal hygiene
• Documented teamwork behaviors and attitudes
• Documented supervisory and leadership skills                              
• Excellent oral and written communication skills
• Extensive knowledge of casino rules, regulations, and Internal Control Procedures
• Strong interpersonal skills (including handling volatile situations)
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
• Ability to learn required interaction with CMS and Caesars Rewards systems

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

• Must be able to be physically mobile with reasonable accommodations
• Must be able to respond to visual and aural cues
• Must be able to read, write, speak, and understand English
• Must be able to stoop, bend, reach, kneel, twist, and grip items while working at assigned area
• Must be able to operate in a mentally and physically stressful situation
• Must be able to stand for long extended periods of time
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand 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        3.10.22