Table Games Floor Supervisor - Table Games Operations

Job Description

Company:
Hard Rock Ottawa Hotel & Casino

Location:

Ottawa, Ontario

Job Type: Full Time – Permanent

Compensation: CAD $49,444 – $66,330 per year

• Supervise and coach a team of Dealers within the assigned section, ensuring adherence to all management policies and procedures.
• Use positive and corrective feedback to improve Dealer performance.
• Consult with the Pit Manager to monitor and adjust table limits based on gaming volume.
• Record wagers and transactions accurately and promptly using the player rating system.
• Monitor and manage Dealer bankrolls through transaction approval and use of fills and credits.
• Execute card changes and monitor the condition of all gaming equipment in the assigned section.
• Monitor all gaming activity with a focus on game protection.
• Handle casino guest needs, complaints, and disputes related to Table Games and the property in a timely, professional manner.
• Maintain knowledge of all department policies, game‑specific procedures, and standard operating procedures for live table games.
• Comply with all departmental and company policies, including business ethics guidelines and regulatory requirements.
• Deliver an exciting, memorable, premium guest experience that drives customer satisfaction and return play.
• Treat fellow team members with kindness and respect, fostering a positive workplace morale.
• Maintain a safe, professional, friendly environment that promotes productivity and performance.
• Support the company’s culture and team philosophy throughout the property.
• Exhibit patience and calmness in a fast‑paced gaming environment, resolving guest issues with kindness and empathy.
• Protect guest confidentiality, including personal information, playing habits, jackpots, rewards, credit lines, and win/loss results.
• Safeguard confidential company proprietary information such as business processes, customer lists, and marketing plans.
• Model role‑playing behavior for all team members and present yourself as a credit to Hard Rock.
• Promote positive public relations and create an entertaining, enjoyable atmosphere for all.
• Be prepared to work all assigned shifts, including evenings, weekends, and holidays.
• Perform other duties as assigned.

• Successfully complete an interview outlining gaming experience.
• Demonstrate proficiency in the games where experience is indicated.
• Show exceptional guest service skills, a positive demeanor, and a calm, steady temperament.
• Maintain strong ethical standards at all times.
• Have knowledge of Hard Rock Casino compliance, regulations, and all Table Games policies and procedures.

• High school diploma or equivalent education and work experience.
• One (1) year of experience as a Table Games Dual Rate Supervisor or above.
• Two (2) years of experience as a Dealer and/or Floor Supervisor; capable of dealing Blackjack, various novelty games, and two additional core games (e.g., Craps, Baccarat, or Roulette).
• Ability to obtain registration as a Category2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.
• Experience using a gaming management system (GMS), preferably Bally’s Tableview.
• Knowledge of provincial regulations (OLG/AGCO) and reporting guidelines (AML) is preferred.
• Excellent communication and guest service skills.
• Strong interpersonal, written, and verbal communication skills in English.
• Proficiency in a second language, such as French, is preferred.
• Strong analytical, observational, organizational, and communication skills.

Stand and sit for extended periods; walk distances; frequently lift, push, pull, or move up to 50 pounds.

Typical duties are performed in a highly regulated and controlled environment. Time may be spent on the casino floor, with exposure to excess noise and other environmental factors.

Hard Rock Ottawa values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.