It is the responsibility of the Floor Supervisor to directly supervise the operation and conduct of assigned table games and table games personnel while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures, within the framework and intent of the MGM Grand Detroit Mission Statement.
Supervises the operation and conduct of designated table games including opening/closing of table games and completion of all administrative duties necessary for efficient operation.
Practices, observes and enforces work rules and regulations. Models the expected standard of behavior to provide unparalleled customer service and appropriately respond to customers and team members as those interactions arise.
Prepares the 90-day review of probationary subordinate team members. Administers counselings to subordinate team members as necessary and appropriate. Administers, either with or without the presence of a manager, disciplinary actions to subordinate team members, as necessary and appropriate, for violation of applicable rules, regulations, policies, and procedures.
Participates in and recommends the hiring of applicants as new team members.
Supervises designated table games personnel by ensuring that all personnel are adhering to company policies and procedures, have a good working knowledge of the job duties. Manages performance of dealers to ensure that each game is dealt to the customer with a high degree of proficiency and that superior customer service is provided to guests. Evaluates dealer skill and proficiency levels and recommends for progression to next level within the dealer classification.
Answers team member grievances at the first step of the grievance procedure.
Notifies Shift or Pit Manager immediately of unnatural or irregular play and of any suspected tampering or cheating.
Visually inspects equipment at opening of table and immediately notifies Pit Manager if damage/tampering of equipment is suspected. Replaces damaged equipment as needed.
Investigates customer and team member complaints to determine its basis. Informs Pit Manager of any disputes on games.
Implements and evaluates new programs designed to improve Table Games Operations.
Participates and supports company marketing events and promotions.
Supervises the Table Games team including efficient staffing, team member development and training, performance management and policy enforcement.
Promotes and maintains a professional, friendly, prompt, accurate, and courteous atmosphere while providing the highest level of service to all guests by exhibiting S.H.O.W. Service Basic Standards, including smiling, greeting, and making eye contact, while staying alert to their needs. Responds effectively to guest inquiries related to MGM Grand Detroit and the downtown Detroit area.
Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies senior management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
Performs other job-related duties as assigned.
Knowledge, Skills and Abilities:
21 years of age or older.
High school diploma required; College degree strongly preferred.
Two years table games experience. Previous casino table games supervisory/management experience preferred.
Thorough knowledge of Title 31 reporting requirements.
Proficient knowledge of Microsoft Office to include Word, Excel, and Outlook.
Keyboarding and typing skills.
Excellent guest service and hospitality skills.
Strong problem solving and listening skills.
Self-motivated with excellent organizational skills and attention to detail.
Bilingual abilities preferred.
Ability to handle and maintain confidential information.
Ability to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting. Occasional sitting may be required.
Ability to work in an environment where pipe, cigar, and cigarette smoking is permitted.
Ability to multi-task several activities and duties simultaneously.
Ability to function and act independently.
Ability to work well with people, in a team environment, and to communicate effectively both written & oral.
Ability to function in a fast paced environment, under short time constraints, and within established deadlines.
Ability to work a flexible schedule including extended hours, weekends, and holidays.
Obtain/maintain alcohol awareness certification.
Obtain/maintain Michigan Gaming Control Board Level 2 Occupational License.