About The Role

Under the direction of the Casino Shift Manager, the position of Pit Manager is responsible for overseeing and monitoring the gaming operations on a shift basis at the site level while establishing a safe and welcoming work environment for all employees. This role ensures adherence to all policies, procedures and implements all new gaming operations initiatives as directed. Above all else, leading by example to create Great Experiences and Memories for all guests and colleagues.

Key Accountabilities

Supports Great Canadian and One Toronto culture and team philosophy through the property;
Reviews game spread and staffing levels and provide recommendations to the Table Games Operations Manager, Casino Shift Mnager and/or Director, Table Games;
Ensures compliance with Great Canadian Gaming Policies and Procedures, AGCO, FINTRAC, Anti Money Laundering (AML requirements) and OLG Compliance and Regulations;
Works closely with the senior leadership team and Casino Shift Manager to lead a team of engaged team members who care passionately about the table games, player development and delivering a great guest experience;
Responsible for the performance management of team members including incident investigations, coaching, progressive disciplines and mentoring team members;
Reviews the internal security of all table games and maintains surveillance of all activities that could affect the efficiency, effectiveness and integrity of the casino operations;
Maintains confidentiality of all Great Canadian trade secrets and proprietary information including business processes, guest list, marketing plans and all other confidential information;
Ensures prompt and discreet notification to appropriate management or any observation of illegal acts or internal ethics violations;
Participates in the implementation of Table Games strategic plans and initiatives;
Provides leadership, direction and mentoring to the table games team while providing continuous coaching for success to achieve high performance;
Assists Casino Shift Manager in overseeing the gaming operation on a shift basis;
Prepares and submits table games operation reports to Senior Leadership Team;
Evaluates current business conditions, special events, business demand, weather conditions and adjust staffing levels accordingly;
Responsible for the full recruitment cycle including resume screening, conducting assessments, interviews, onboarding, orientation and training of team members and Table Game Supervisors;
Provides training and career development opportunities to new and existing team members;
Participates in the implementation of table games strategic plans;
Distributes cards and equipment to pits as needed;
Visually inspect all casino equipment and follow procedures for notification, repair and/or replacement;
Responds to and resolves employee relations matters and guest concerns in a professional manner while maintaining financial responsibility;
Responds to and resolves issues as escalated; reports irregularities, disputes and suspicious activities; reviews and prepares CSR Incident reports in a timely manner;
Liaises and communicates effectively with all appropriate operational departments;
Anticipates operational and service issues before they escalate, trouble-shoots and resolves guest concerns before they are complaints;
Develops and cultivates strong working relationships with all stakeholders: guests, ownership and team members;
Offers highest possible level of Guest Service resulting in a maximum level of guest enjoyment and return play;
Ensures compliance with licensing laws, health and safety and other statutory regulations including FINTRAC legislation and significant knowledge related to Anti Money Laundering (AML);
Supports the GEM program with team member awareness initiatives and measurement of guest satisfaction;
Performs other duties as assigned or directed.

Education and Qualification Requirements

Minimum 3 years of Management or Supervisory experience in a comparable Gaming establishment required;
Post-Secondary education or a suitable combination of education and experience an asset;
Knowledge and experience in a variety of table games required;
Strong leadership skills with the ability to coach and mentor team members;
Strong problem-solving and conflict resolutions skills;
People-focused and committed to service excellence;
Proactive and solution-oriented with a drive to succeed;
Ability to exceed internal and external customer expectations through timely, effective and service oriented communication;
Computer literacy in MS Office;
Ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.
Bilingual (English/French) is an asset but not required

Work Environment Considerations

Fast paced with multiple priorities, deadlines and deliverables; exposure to some conflict, distress and noise;
Ability to stand and walk for extended periods of time;
This role requires a flexible schedule that adapts to the business needs of a 24-hour operation; will have non-traditional work hours including evening and weekend shifts.

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 an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

Artificial intelligence may be used to select applicants in our processes. All hiring decisions are made by humans.