Job Responsibilities

Position Overview:

Table Games Department Pit Manager is expected to exemplify our core values, which are honesty, loyalty, compassion, hard work and harmony. The Table Games Department Pit Manager is responsible for the overall operation and supervision of a designated area. This is a leadership role, which manages the efficient and fair conduct of all table games on the gaming floor, while maintaining high standards of customer service and game integrity. The Pit Manager oversees daily performance of all staffing under the position, resolves guest disputes, manages game security, and ensures compliance with all gaming regulations and company policies. This position requires strong leadership, problem-solving, and interpersonal skills to create an exciting and secure gaming environment for our patrons and team members. While accomplishing companywide goals regarding customer satisfaction, employee performance and profitability. Pit Managers must have the ability to remain organized, professional, and composed in high-pressure, fast-paced casino environments.

Essential Functions/Requirements:

• Must be 18 years or older and eligible to work in the United States.
• High School diploma or equivalent.
• Minimum of 3 years Table Games Supervisor or above experience in a class III gaming facility is preferred or minimum 5 years Table Games Dealer and/or Dual Rate Dealer experience in a class III gaming facility.
• Must possess a minimum of at least 4 of the 5 core games (Core games are Blackjack, Craps, Roulette, Baccarat, Pai Gow Tiles).
• Must be able to work varied shifts, including weekends and holidays.
• Fluent English (verbal/written), with the ability to present information clearly through spoken or written word, talk with customers or employees, and listen well.
• Must be able to qualify for, apply for, obtain, and maintain a NYSGC Key license.
• Maintain a professional, neat, and well-groomed appearance adhering to Company appearance standards.
• Oversee all table games operations to ensure compliance and smooth gameplay, including the inventory of table games equipment, dice, tiles, and cards.
• Maintain a high level of knowledge of, and ensure self and staff adherence to, all NYSGC rules, Federal and State Laws and regulations, RWNYC Internal Controls, and company policies and procedures, actively monitoring compliance.
• Enforce all game procedures and policies, ensuring adherence to established guidelines and standard procedures.
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct, and enforce the same.
• Collaborate with surveillance teams to detect advantage play, fraud, or procedural breaches in real-time.
• Have an advanced understanding of Basic Strategy as well as be able to detect advantage play and illegal activity. Must report such activities, and take measures to protect company assets.
• Actively monitor gaming and non-gaming areas to detect and prevent irregular play, theft, fraud, and other activities both gaming and non-gaming that threaten company assets or integrity.
• Manage staff and organize department functions in accordance with company guidelines, delegating tasks, shift assignments, or projects, and meeting related deadlines.
• Focus on achieving the goals and objectives of the shift using available staff and budgetary resources, evaluating schedules and timelines while maintaining service and/or product quality.
• Promptly address game disputes, equipment malfunctions, and other emergencies.
• Be able to effectively use, troubleshoot, and maintain all equipment and technology related to daily operations of the Table Games Department including back of and front of the house related to all positions.
• Work effectively with other departments in a professional manner to address company goals, including customer service, guest and staff safety, and maintenance of all relevant equipment.
• Responsible for completing all required reports and shift changes accurately.
• Monitor and direct the activities of Table Games Floor Managers and/or Dealers in performing supervisory functions.
• Perform other duties and special projects as assigned.
• Ensure effective recruitment, hiring, training, recognition, coaching, and counseling, and other personnel-related matters are handled appropriately throughout the Table Games Department.
• Interview and make recommendations for new hires.
• Determine if and/or when policy or procedural infractions by Team Members occur, and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintain an open-door policy and address all team member issues and/or concerns in a timely manner.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; ensure quality hiring, training, and succession planning processes that encompass the company’s diversity commitment.
• Adhere to the company’s status quo third-party representation philosophy.
• Ensure compliance with company policies, legal requirements, and collective bargaining agreements.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Share due credit with coworkers, display enthusiasm, promote a friendly group working environment, work closely with other departments as necessary, support group decisions, and display team spirit.
• Provide exceptional and professional customer service to all patrons and team members, ensuring a positive and engaging experience regardless of the volume or nature of the interaction.
• Professionally handle customer complaints and disputes, maintain customer relationships, and elevate guest experience standards.
• Issue complimentary services in accordance with the Company Comp Matrix, utilizing discretion to enhance guest loyalty and resolve elevated service issues.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Address stressful situations with clients showing dignity, tact, and politeness.
• Be alert to customer needs to remedy or present a solution to a question, service request, or service breakdown, prioritizing customer needs.
• Demonstrate strong analytical, problem-solving, critical thinking, and decision-making skills.
• Maintain current and comprehensive knowledge of the rules, regulations, and operational procedures pertaining to all casino table games, including the timely acquisition of information regarding newly introduced games.
• Strong interpersonal skills with a focused attention on guest needs to deal effectively with all business contacts.
• Ability to work with others, communicate well, receive direction, and review your own work.
• Ability to bring about results from ordinary circumstances; prepare for problems or opportunities in advance; undertake additional responsibilities and respond to situations as they arise with or without supervision.
• Ability to be tactful and polite, maintain confidences, and foster an ethical work environment.
• Committed to handle all situations honestly.
• Ability to maintain standards despite pressing deadlines; to do work right the first time.
• Ability to act in accordance with established guidelines; follow standard procedures; recognize and comply with written rules or practices.
• Ability to adapt and interact with people who have different values, cultures, or backgrounds, be of service to potentially difficult people, and recognize the benefits of having a diverse workforce.
• Ability to develop a rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Basic cybersecurity awareness for protecting guest and company information.
• Emotional intelligence in high-pressure environments.
• Ability to maintain appropriate confidentiality in regards to customer and/or company private information.
• Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.
• Reliable, consistent, and punctual attendance is required, including adherence to all scheduled break times and prompt arrival at assigned section to ensure seamless operations and meet guest demands.

Core Competencies: 

• Demonstrates the ability to use computer programs such as the Casino Management System, Microsoft Office Suite of applications as well as any other program related to the job functions of the position.
• Demonstrates and fosters a commitment to the ongoing mastery of all table game regulations, rules, procedures, and relevant updates within the team, ensuring immediate proficiency with newly launched or updated games.
• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive.
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success. 
• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations.
• Leads with courage and initiative, presenting and championing new ideas and perspectives to drive positive departmental and company results
• Exhibits respectful consideration of viewpoints, situations of others.
• Puts the guest at the forefront of every decision.
• Demonstrates the ability to manage multicultural teams.
• Develop performance metrics and implement talent development programs.
• Leads by example, promoting a culture of mutual support and shared success.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, feel objects, tools or controls, reach with hands and arms, climb or balance, stoop, stretch and bend.
• Team Member is occasionally required to kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Essential responsibilities include moderate physical ability such as lift or maneuver at least 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those that must be met by Team Members while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment varies. When on the casino floor, the noise level can routinely be loud.
• Staff will routinely encounter patrons who may use strong or colorful language and are expected to maintain professionalism and a non-reactive demeanor.
• The role involves working in a setting where there is a possibility of exposure to various forms of aerosols, smoke, and/or vapor.
• Must be able to handle intoxicated guests in a professional manner.
• Must demonstrate flexibility in accommodating guest requests that have received management approval.

Pay Transparency: $110,000-120,000

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

NOTE: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required meeting the ongoing needs of the organization.

Working at Resorts World:

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.