H6710 CRAPS SUPERVISOR

Job Description

Job Description

Position Title: Craps Supervisor (Box person)

Reports To: Table Games Pit Manager

Supervises: Table Games Dealer

Summary of Position

Observes patrons and employees participating in gambling activities to detect infractions of house rules. Responsible for the operation of the craps tables on an assigned shift. Oversees the dealers at the craps tables to ensure proper payment and collection of all craps bets.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Responsible for providing and ensuring excellent customer service is provided in the craps area at all times;
• Supervises and maintains awareness of craps games activities;
• Monitors performance of dealers and stickperson and ensures adherence to casino policies and procedures and to the Internal Control Structure (ICS);
• Verifies purchases of chips with cash by customers and deposits cash into table game drop box;
• Listens to and settles all claims and disputes from customers and employees as necessary. Refers continuing disputes to the Table Games Pit Manager;
• Checks dice when relieving another Craps Supervisor or as necessary;
• Verifies winning wagers for the proper amount of payout;
• Monitors currency transactions as required under federal currency transaction reporting regulations (Title 31);
• Verifies all fill/credit chip amounts and places Table Game Fill/Credit Slips into the gaming table drop box;
• Places tips in the tip (toke) box;
• Assists patrons with chip buy-ins as well as changing chips prior to patron leaving a table game;
• Assists table games dealers with craps table opening/closing;
• Performs basic administrative duties assigned by the Table Games Pit Manager;
• Performs the duties of table games floor supervisor or table games dealer as necessary;
• Watches participants in games such as dice or cards to detect cheating, identify rule violators, and observe persons designated by superior; Speaks or signals to supervising personnel using hand, telephone, or voice to identify and supply information about suspected violators;
• Examines dice periodically to check for damage or substitutions;
• Calculates winnings to verify payment made by dealer;
• Adheres to all regulatory, departmental, and casino policies and procedures, and to the casino ICS;
• Must be able to obtain a gaming license.
• Team member must be aware of and comply with all attendance policies, procedures and work schedules in a cooperative manner.

1. Supervisory Responsibilities

Supervises Table Games Dealers at the craps table. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; performance reviews; rewarding and disciplining employees; addressing issues and resolving conflicts.

1. Education and/or Experience Requirements

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High school diploma or general education diploma (GED) and relevant training; two years craps dealing experience; or equivalent combination of education and experience may be substituted. Prior Supervisory experience in Craps required, i.e.: duel-rate or higher. Mescalero Apache Tribal preference; bicultural experience preferred.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.