Table Games Shift Supervisor - Bartlesville

JOB PURPOSE:

Responsible for the overall effective and efficient supervision of all Table Games shift operations as assigned by the reporting senior including, but not limited to: providing leadership to assigned staff, ensuring effective internal and external communications, exercising appropriate judgment and decision-making skills, and ensuring that all departmental and staff activities are monitored and performed as efficiently and effectively as possible. Oversees the operation of assigned shifts in the absence of the Table Games Manager. Ensures assigned staff operate in compliance with applicable internal policies and procedures, gaming regulations, and external agency requirements.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

Table Games Dealers, Poker Host, Pit Clerk

MINIMUM QUALIFICATIONS:

• Must be a minimum of 18 years of age.
• Bachelor’s degree in Business Administration, Hospitality or Gaming plus 1 years of department-specific experience; or Associate’s degree in Business Administration, Hospitality or Gaming, plus 3 year or more of department-specific work experience; or High School Diploma/GED and 5 years of department-specific experience. A Bachelor’s degree is preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver’s License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls and shall be required to stand for extensive periods of time.
• The employee is required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.
• The employee must be able to engage in repetitive motion using wrists, fingers and hands.
• The employee must be able to lift at least 20 lbs and push, pull, or drag up to 50 lbs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The employee is regularly exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment is moderate to high.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.

RESPONSIBILITIES AND DUTIES

• Oversee the operation of assigned shift in the absence of a manager.
• Supervise all games and team members.
• Analyze guests’ play to monitor for cheating scams, advantage play, card counters, and unusual or suspicious variations in play.
• Observe and analyze the integrity of play and activity of guests and team members.
• Monitor staffing and efficient opening and closing of games to ensure adequate gaming/player ratio.
• Ensure adherence to all gaming regulations, policies, and procedures by all department employees.
• Promote business and develop quality players through personal interaction.
• Ensure all Table Games employees are providing optimum service to all guests.
• Mediate and solve problems for team members and guests.
• Have complete knowledge of casino events and promotional activities.
• Experience with office equipment, computer programs, excel, word, payroll, scheduling, attendance, performance documentation, etc.
• Create schedules, maintain employee files, keeping up to date records.
• Ensure that department documentation is completed accurately and if warranted provided to the appropriate parties, i.e., Compliance, Finance, Audit, Gaming, etc.
• Communicate appropriately and clearly with all casino guests, casino departments, and fellow team members.
• Reports all pertinent information to their manager and all other appropriate departments.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Distinguish between colors of casino chips.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the general public. Work well alone or within a team.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Utilize MS Office products at an intermediate skill level
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing or maintaining professional networks.
• Prefer knowledge of Synkros, or equivalent Casino Management System.
• Perform intermediate mathematical computations up to and including probability and statistics.

DEPARTMENTAL OPERATIONS:

• Oversees a variety of card games and ensures consistency and accuracy.
• Maintains the security and integrity of assigned games at all times.
• Analyze guests’ play to monitor for cheating scams, advantage play, card counters, and unusual or suspicious variations in play.
• Participates in special casino promotions and creates excitement for those playing.
• Ensures appearance of table and gaming supplies are maintained in a clean and functional manner.
• Resolves guest disputes in accordance with authority or contacts the reporting senior who may be able to solve the issue.
• Verifies, or causes to be verified, all opens, closes, fills and credits to tables.
• Provides, or causes to be provided, the delivery of card setups and of chips for players and dealers as requested.
• Makes decisions, or causes decisions to be made, of all game irregularities in the best interest of the game.
• Deals a variety of card games accurately when need arises.
• Communicates and enforces rules during a game in a verbally effective and polite fashion.
• Constantly looks for service opportunities.
• Evaluates and makes decisions regarding guest disputes with applicable laws, rules, regulations and established company guidelines.

GUEST SERVICES

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Provides directions, assistance, and/or information as may be required to ensure guest satisfaction.
• Ensures maximum guest satisfaction by exhibiting efficiency in dealing the assigned game, displaying a friendly and outgoing personality.

BUSINESS GROWTH/DEVELOPMENT

• May assist assigned staff with accurate preparation of detailed daily, weekly, and monthly operating reports as required by the reporting senior.

ORGANIZATIONAL GROWTH/DEVELOPMENT

Leadership

• Ensures newly assigned staff members are scheduled for and complete departmental orientation
• Responsible for the selection and performance evaluation of all assigned staff. May discipline and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority. May recommend employees for recognition or reward.
• Provides job specific training to all newly hired employees or those assigned to mentor so they may perform their duties in accordance with acceptable job standards.
• Ensures assigned staff is relieved from duty in order to take authorized rest or meal periods. Covers for staff as necessary due to employee shortages.
• Visits work spaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures applicable staff is aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Trains new employees on job-specific tasks.
• Schedules employees to ensure excellent guest services are maintained in conjunction with efficiency and business needs.

Judgment/Decision-making

• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvement are effectively relayed to management.
• Maintains the Departmental Shift Log noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.
• Performs all other related and compatible duties as assigned.

GUEST SERVICES:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Provides directions, assistance, and/or information as may be required to ensure guest satisfaction.
• Ensures maximum guest satisfaction by exhibiting efficiency in dealing the assigned game, displaying a friendly and outgoing personality.