Poker Room Supervisor

JACK Entertainment•Cleveland, OH

1d•Onsite

About The Position

The Poker Room Supervisor leads, coaches, and supports table games dealers to ensure legendary customer service. This role ensures dealers have the training, tools, and mindset to excel as service professionals, driving continuous improvements in the guest and employee experience. The supervisor is responsible for maintaining operational and game integrity, tracking guest play, resolving guest concerns, and managing table games limits. They also inform management and surveillance of irregular play, maintain bank floats, report significant transactions, and verify credit issuance. Adherence to Ohio Casino Control Commission regulations, internal controls, and company policies is paramount. The supervisor must present a polished, professional, and service-minded image, holding the team accountable for policies and regulatory compliance.

Requirements

Must be able to work independently.
Must be able to sit, stand or walk for long periods of time (4 hours).
Must be able to respond calmly and make rational decisions when handling employee conflicts.
Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
Respond to visual and aural cues.
Must have the manual dexterity to operate a computer and other necessary office equipment.
Must be able to tolerate areas containing dust, loud noises and bright lights.
Must be able to work varied shifts, weekends and holidays as needed.
Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
Ability to speak distinctly and persuasively.
Must be able to read, write, speak, and understand English.
1-2 years supervisory experience.
Excellent employee and customer service skills are essential.
Must be able to perform basic math quickly.
Must be able to get along with co-workers and work as a team.
Must present a well-groomed appearance.
Well-developed interpersonal skills.
Must enjoy entertaining and communicating with the public.
Excellent math skills and the ability to multi-task.
Must possess and demonstrate a genuine desire to serve the public.
Must have a professional appearance and be team player.
Must have broad knowledge of casino rules, regulations, and procedures, including good game security.
Must be 21 years of age.

Nice To Haves

College Degree preferred

Responsibilities

Leads, coaches, and supports table games dealers to ensure legendary customer service.
Ensures table games dealers have the training, tools and mindset to enable them as service professionals.
Leads in a way that creates continuous improvements in the guest and employee experience.
Ensures operational and game integrity.
Tracks guest play and relays all pertinent information to Manager.
Resolves guest concerns in a quick, professional and efficient manner.
Executes changes in table games limits to meet the customer demand and needs of the business.
Informs Assistant Poker Manager and Surveillance team of unnatural or irregular play.
Maintains bank floats.
Reports significant cash and cheque transactions.
Verifies issuance of credit after all necessary signatures are confirmed.
Knows and abides by Ohio Casino Control Commission regulations, internal controls and company policies and procedures.
Presents oneself in a polished, professional and service-minded way and leads team to do the same.
Holds team accountable for various job policies and ensures adherence to regulatory, departmental and company policies.