Position Summary

This position is responsible for assisting, as required, with the planning and directing of site operations within the scope of Cage, Slots and Guest Services along with the overall leadership of these departments under the general supervision of the Manager, Operations. Their primary role is to provide authorization and immediate leadership to staff operating in Cage, Slots and Guest Services roles on a shift to shift basis. Supervisor, Operations ensures adherence to all policies and procedures; identifies implements and recommends improvements to increase operational effectiveness and compliance to enhance the guest experience and provides a safe work environment for all team members. Supervisor, Operations ensures compliance of designated departments with policy and procedure, legislation, health and safety, and other statutory regulations and programs including the AGCO.

Primary Responsibilities

• Helps create an engaged work environment by choosing positivity and fun, recognizing excellent performance and by caring about and supporting our team members every day;

• Responsible for overseeing the Cage, Slots and Guest Services department and any applicable sign offs within this scope, during their shift

• Facilitates all departmental training for new hires and executes additional training for procedural changes or updates as directed by the Department /Operations lead.

• Ensures all team members complete online training modules prior to beginning in a new role and refresher training as assigned.

• Assesses team member performance, aids in short & long-term goal settings, identifies areas of improvement, and provides performance reviews to human resources and senior managers

• Provides leadership, direction, mentoring and performance management to the Cage, Slots and Guest Services departments or as assigned in the absence of an Operations Manager, while providing continuous coaching for success to achieve high performance

• Develops and cultivates strong working relationships with all stakeholders: guests, management, team members and Regulators

• Liaises and communicates effectively with all appropriate operational departments

• Responsible for managing the performance of the Cage, Slot, and Guest Services teams by providing feedback and supporting the overall contribution to the departmental deliverables.

• Addresses issues that arise in a timely manner by conducting coaching conversations, issuing corrective actions, and participating in discipline meetings while following the collective agreement/company policy.

• Reporting irregularities and suspicious activities - financial or otherwise; reviewing and preparing incident reports

• Ensures compliance of designated departments with policy and procedure, legislation, health and safety and other statutory regulations and programs including the AGCO

• Anticipates operational and service issues before they escalate, trouble-shoots and resolves guest concerns before they become complaints; Assists with de-escalating and addressing guest concerns.

• Takes an active role in the recruitment process by liaising with Human Resources and participating in job fairs, screening candidates, and conducting interviews as required. Performs other duties as assigned or directed

Education and Qualification Requirements

• Minimum 2 years of experience in gaming/ casino management;
• Experience working in various departments within gaming an asset
• The ability to obtain and maintain registration as a Category 1 Gaming Assistant with AGCO
• Ability to obtain Smart Serve
• Post-Secondary education in Business or Operations Management or suitable combination of education and experience.
• Proven leadership skills and the ability to train and develop team members.
• Ability to exceed internal and external guest expectations through timely, effective and service oriented communication.
• A willingness to learn, develop and achieve new skills for personal and professional development.
• Computer proficiency in MS Office

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Work Environment Considerations

• Fast paced with multiple priorities, deadlines and deliverables; exposure to some conflict, distress and noise;

The role requires a flexible schedule that adapts to business needs of a 24/7 operation, will have non-traditional workhours including evening or weekend work.

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.