Table Games Relief Manager

GENERAL SUMMARY

Responsible for the supervision and performance of the floor supervisors, dealers, and other team members in the pit area. Monitors the activity on the games and enforces compliance with policies/procedures and gaming regulations. Ensures the integrity of the games. Evaluates guests’ play through established rating system and tracks the win/loss performance of the games.

CORE SCOPE OF POSITION

• Monitors the performance of team members in order to ensure smooth and efficient gaming operations in accordance with the established policies and procedures of Viejas Casino. 

• Coaches, monitors, and develops Table Games floor supervisors and pit team members for improved performance.

• Reviews staff’s job performance on a continuous basis. 

• Assists the Table Games shift managers in ensuring that assigned games are properly staffed.

• 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.  

• Provides recommendations on table limits and manages card counters. 

• Maintains accurate rating of guests’ play to provide useful data for effective and profitable marketing decisions.

• Adheres to and/or enforces all written/internal controls and procedures within the department and casino. 

• Keeps Table Games Shift Manager informed of all relevant and pertinent information regarding gaming activity in assigned area. 

• Ensures integrity and security of games by observing conduct and behavior of dealers and guests.

• Ensures guest service experience is maintained at, or above, established Viejas standards. 

• Establishes personable relationships with as many guests as possible in order to maintain a welcoming and inviting atmosphere in support of Viejas guest service standards and image. 

• Resolves guest disputes in a reasonable, professional, and equitable manner. 

• Defers to Table Games Shift Manager if resolution cannot be reached satisfactorily. 

• 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. 

• Knows the current monthly promotions and special events. Communicates information to all team members and guests.

• Maintains and monitors positive team member relations through effective communication. 

• Provides detailed relevant and critical information to incoming assistant manager before going on breaks or being relieved at the end of the shift.  

• Acts as Shift Manager as needed.

• Processes jackpots and issues tax documents according to IRS regulations. 

• Proactively issues comps to guests when appropriate. 

• Maintains all required and necessary reports and logs with complete and accurate information. 

• Attends all training as required by gaming, the Table Games Department or Viejas Casino. 

• Ensures that a clean, safe, hazard-free work environment is maintained. 

• Participates in special projects and other duties as assigned. 

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

• Frequently interacts with subordinate supervisors and functional peer groups. 

• Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

SUPERVISION

• Supervises floor supervisor, dealers, and Pit Clerks, including training, planning, assigning, and directing work, appraising performance, rewarding and disciplining team members.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED) required. 

• Bachelor's degree preferred.

EXPERIENCE

• 2 to 4 years of Table Games experience required.

• 1+ years of experience as a Table Games floor supervisor.

• 1+ years of experience as a dealer.

• Class III gaming experience preferred.

KNOWLEDGE AND SKILLS

• Willingness to work any shift as assigned by Vice President of Table Games.

• Knowledge of Table Games including Blackjack, Craps, Roulette, Pai Gow, Poker, Mini Baccarat, and all specialty games.

• Knowledge of NIGC and Title 31 regulations.

• Excellent guest service skills. 

• Excellent verbal and interpersonal communication skills.

• Computer literate.

• Ability to resolve problems as they arise and handle situations in an expedient manner.

• Ability to work in a fast-paced, high stress environment.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• See working conditions form for this position.