Job Description

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.

The key accountabilities for this position include:

• 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
• 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
• Assists in the implementation of the departmental strategic plans
• Assists with de-escalating and addressing guest concerns.
• Monitors and analyzes team member productivity, work skills and behaviours
• Develops and cultivates strong working relationships with all stakeholders: guests, management, team members and Regulators
• Liaises and communicates effectively with all appropriate operational departments
• 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
• Administers the Collective Agreement and grievance discussions (where applicable)
• Performs other duties as assigned or directed

Successful applicants will demonstrate the following qualifications:

• Minimum 2 years of experience in gaming/ casino management;
• Experience working in various departments within gaming an asset
• 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
• The ability to obtain and maintain registration as a Category 1 Gaming Assistant with AGCO
• Ability to obtain SmartServe

Application Process:
Submit your resume to . We will only be accepting applications electronically - hardcopy applications will not be accepted. Please indicate the position title and job posting number on the subject line. Please advise HR if you require assistance/accommodation during the interview process.

Ontario Gaming GTA L.P is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.