This position is responsible for assisting, as required, with the planning and directing of site operations within the scope of Cage, Slots, and Guest Services along with the overall leadership of these departments. Under the general supervision of the Manager of the Operations Department , this Operations Supervisor role is to provide authorization and immediate leadership to staff operating in Cage, Slots, and Guest Services roles on a shift-to-shift basis. Supervisor, Operations ensures adherence to all policies and procedures; identifies implements and recommends improvements to increase operational effectiveness and compliance to enhance the guest experience and provides a safe work environment for all team members. Supervisor, Operations ensures compliance of designated departments with policy and procedure, legislation, health and safety, and other statutory regulations and programs including the AGCO.
Primary Responsibilities
- 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 behaviors
- 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 Qualification Requirements
- Minimum 2 years of experience in gaming/casino management;
- 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.
- Computer proficiency in MS Office
- The ability to obtain and maintain registration as a Category 1 Gaming Assistant with AGCO
- Ability to obtain and maintain a SmartServe Certificate
- Ability to communicate effectively in French language considered an asset
Since the fun never stops at Shorelines, candidates must be ready and willing to work a flexible schedule, including evenings, weekends, holidays and overnights, based on business needs.
