Senior Poker Dealer

Hollywood Casino at Penn National Race Course • Grantville, PA

6h

About The Position

This position oversees the poker room area and assigned table-games activities, ensuring gaming is conducted with integrity and professionalism and in compliance with internal and external policies and procedures. The role supervises and manages Poker-area staff, develops and monitors operational goals, and supports performance and profit objectives. It also contributes to scheduling, labor-cost management, budgeting, and the achievement of customer-service goals.

The position is accountable for chips, cards, and other gaming equipment; responds to inquiries and complaints; and directs Poker tournaments, including ensuring rules are followed and winners are calculated correctly. In coordination with Marketing, it develops customer-loyalty promotions and tournaments. It works with senior leadership on customer service, comps, game layout and mix, revenue growth, and expense management to maximize profitability. The role also manages team-member engagement, development, training, recognition, and performance, protects company assets, maintains confidentiality, and ensures regulatory compliance. It may serve as Table Games Shift Manager when that manager is absent.

The position requires flexibility to work shifts, holidays, nights, weekends, and overtime as business needs dictate. The work involves frequent standing and walking, some bending and lifting, and an environment with high noise and smoking in guest areas.

Requirements

• Must be at least 18 years of age.
• Bachelor’s degree from a four-year college or university, or at least five years of experience in a comparable Poker Operations leadership position, or an equivalent combination of education and experience.
• Excellent written and oral communication skills.
• Proficiency in Microsoft Excel and Word and knowledge of Poker operating systems.
• Ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information effectively and respond to questions from groups of managers, clients, customers, and the general public.
• Extensive knowledge of Poker Operations.
• Flexibility to work all shifts, including holidays, nights, weekends, and overtime, as business needs dictate.
• Ability to perform basic arithmetic and calculate rates, ratios, and percentages, and to draw and interpret bar graphs.
• Ability to meet the position’s physical demands, including standing and walking 85% of the time, bending and lifting 15% of the time, and lifting or moving up to 25 pounds.
• Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Meet any credentialing requirements of the Pennsylvania Gaming Control Board.

Responsibilities

• Supervise and manage staff in the Poker area; develop, implement, and monitor operational goals and performance and profit objectives.
• Create efficient staff schedules while managing labor costs, meeting staffing objectives, and supporting guest satisfaction.
• Assist with the department budget, make recommendations, ensure compliance with budget initiatives, and report budget concerns to the manager.
• Promote and demonstrate superior customer service, ensure team members follow service standards, address issues, and support department customer-service goals.
• Maintain accountability for chips, cards, and other gaming equipment.
• Answer inquiries about Poker policies and services and resolve customer complaints.
• Direct and manage Poker tournaments, ensure rules and regulations are followed, assist with event registration when needed, and ensure winners are calculated correctly.
• Work with Marketing to develop Poker Room promotions and tournaments that build customer loyalty.
• Work with the Vice President/Director to implement strategies for customer service, comping, game layout and mix, revenue growth, and expense management.
• Make final decisions on strategies for engagement, customer service, comping, game layout and mix, revenue growth, and expense management in areas of responsibility.
• Address and manage team-member feedback, suggestions, complaints, and grievances.
• Protect and preserve company assets and maintain confidentiality in departmental and company matters.
• Ensure regulatory compliance within the area of responsibility and report potential issues to Executive Management/GM.
• Provide staff development and training; manage rewards and recognition to support employee engagement.
• Evaluate team members and provide constructive performance feedback.
• Make staffing recommendations, including interviewing and hiring, and determine scheduling and work assignments to meet business needs.
• Determine work procedures and expedite workflow; manage employee performance through discipline, coaching, and counseling.
• May serve as Table Games Shift Manager in that manager’s absence.
• Meet credentialing requirements of the Pennsylvania Gaming Control Board.

Benefits

• Wellness programs supporting financial, physical, and mental well-being.
• Day-one medical coverage (may vary by position).
• 401(k) matching (may vary by position).
• Annual performance bonus (may vary by position).
• Paid time off earned according to local policy and increased with length of employment.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior