Manager - Poker Pit

Description

Position Purpose

The primary responsibility of the Manager - Poker Pit is to manage the poker pit areas ensuring superior customer/team member service, proper game pace and compliance with all gaming and company regulations and procedures, in order to maximize company revenue. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

Position Responsibilities

• Ensure pit team members comply with the rules, regulations and directives of the Pennsylvania Gaming Control Board.
• Observe games, always looking for irregularities or deviations from established procedures. Concentrate on large play, ensuring integrity of game and equipment.
• Observe rack counts in relation to large winners or losers.
• Report violations of any regulatory requirements or any actual or suspected irregularities immediately to the Manager - Poker Room in a clear and concise manner.
• Supervise pit team members ensuring that they are adhering to company and regulatory policies and procedures.
• Interact with the Surveillance Department, advising them immediately of any possible problem areas or irregularities.
• Ensure scheduling of Poker Room team members is at levels that meet business needs while ensuring team member fairness.
• Recommend to the Manager - Poker Room any changes in staffing level requirements or makes appropriate adjustments when necessary.
• Ensure team members are cordial and courteous to all patrons and fellow team members. Emphasize teamwork.
• Establish and maintain rapport with guests, providing the best possible service while attending to their needs. (Understanding that customer satisfaction is the underlying key to Wind Creek success).
• Attend to customer complaints with tact and diplomacy. Refer customers to the Manager - Poker Room on decisions requiring higher authority, according to company policy.
• Attend to pit team member complaints as they arise, resolving them in accordance with company policy and in a constructive manner.
• Communicates all pertinent information to the relieving Manager - Poker Pit.
• Verify player rating received from or input by Supervisors - Poker Room.
• Ensure the integrity of poker drop boxes when not secured in the soft count room.
• Maintain control of cards, ensuring they are accounted for at all times.
• Inform Supervisors - Poker Room, Dealers - Poker Room and other team members of changes in company policies and ensure compliance.
• Verifies all marker issuance.
• Transports cash to the poker room cage or the poker cashier window at the main cage for dealers or patrons of the Poker Room to be exchanged for value chips.
• Demonstrates initiative, sets priorities and adapts to change.
• Complies with all appropriate Wind Creek policies and procedures and gaming regulations.
• Be knowledgeable about all aspects of Wind Creek services, features, attractions, promotions and special events to respond accurately to guest inquiries.
• Recognize and respond to: Minors in the casino, signs of problem gambling or alcohol intoxication and transactions requiring 6A reporting – MTL and CTR, etc.
• Acknowledge everyone immediately with a smile. Speak first – Speak last. Personalize each guest and team member contact. Make eye contact and greet people as you pass.
• Be alert for guests and other team members who need assistance and offer help.
• Our property should remain spotless at all times… pick up as you go.
• Must be able to touch and handle supplies in a safe and non-hazardous manner.
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Interview and make recommendation of candidates for new hires.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

Minimum Employment Requirements

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to Wind Creek appearance standards.
• Maintain consistent adherence to Wind Creek’s customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements 

• Four (4) years of Poker Room supervisor experience in a high-volume casino.
• Two (2) years’ experience in a supervisor role and two (2) years’ experience as a dealer.
• Must have a good working knowledge of all Poker and Table Games, including methods of cheating, card counting techniques and basic playing strategies.
• Must possess basic mathematical skills.
• Be knowledgeable about and use the player tracking system.
• Excellent Customer Service attitude and skills.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.