This position is responsible for assisting, as required, with the planning and directing of site operations along with the overall leadership of designated departments under the general supervision of the Manager, Operations. Their primary role is to provide authorization and immediate leadership to staff operating in Cage, Slot and Guest Services roles on a shift-to-shift basis. Operations Supervisor ensures adherence to all policies and procedures; identifies and implements and recommends improvements to increase operational effectiveness and compliance and enhance the guest experience and provides a safe work environment for all employees. Operations Supervisor ensures compliance of designated departments with policy and procedure, legislation, health and safety, and other statutory regulations and programs including the AGCO.
Key Accountabilities
• Helps create an engaged work environment by choosing positivity and fun, recognizing excellent performance and by caring about and supporting our team members every day.
• Responsible for overseeing the Cage, Slots and Guest Services department and any applicable sign offs within this scope, during their shift
• Provides leadership, direction, mentoring and performance management to the Cage, Slots and Guest Services departments or as assigned in the absence of an operations Manager, while providing continuous coaching for success to achieve high performance
• Assists in the implementation of the departmental strategic plans
• Assists with de-escalating and addressing guest concerns.
• Monitors and analyzes team member productivity, work skills and behavior's
• Develops and cultivates strong working relationships with all stakeholders: guests, management, team members and Regulators
• Liaises and communicates effectively with all appropriate operational departments
• Reporting irregularities and suspicious activities - financial or otherwise; reviewing and preparing incident reports
• Ensures compliance of designated departments with policy and procedure, legislation, health and safety and other statutory regulations and programs including the AGCO
• Anticipates operational and service issues before they escalate, trouble-shoots and resolves guest concerns before they become complaints
• Administers the Collective Agreement and grievance discussions (where applicable)
• Performs other duties as assigned or directed
Education and Qualifications
• Minimum 2 years of experience in gaming/casino management.
• Experience working in various departments within gaming an asset
• Post-Secondary education in Business or Operations Management or suitable combination of education and experience.
• Proven leadership skills and the ability to train and develop team members.
• Ability to exceed internal and external guest expectations through timely, effective, and service oriented communication.
• A willingness to learn, develop and achieve new skills for personal and professional development.
• Computer proficiency in MS Office
• The ability to obtain and maintain registration as a Category 1 Gaming Assistant with AGCO
• Ability to obtain Smart Serve
• French language is an asset
Part Time Operations Supervisor-TIC • Gananoque, ON, Canada
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