GENERAL SUMMARY
The table operations dual rate dealers shall carry out the responsibilities of both the dealer and, when required, the floor person.

FOUR DIAMOND SERVICE AGREEMENT
All team members will display a four-diamond commitment to customer service through the delivery and maintenance of the quality standards established by Pechanga Resort and Casino.

KEY RESPONSIBILITIES

FLOOR SUPERVISION
• Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Table games floor persons shall supervise, coach, instruct and direct table games dealers in proper procedures of appropriate aspects of table games operations including, but not limited to, correction of errors, recommendations of disciplinary actions and monitoring all work processes.
• Monitor table games activities for adherence to casino and government rules, regulations and procedures.
• Protect the integrity of all games including monitoring chip purchases, ensuring all transactions are correct and maintaining security and integrity.
• Assist in the administration of disciplinary or corrective action, and monitor post-disciplinary performance of assigned employees.
• Track and document play of patrons including but not limited to monitoring wager amounts, length of play, purchase amounts and wins/losses.
• Ensure appropriate and professional care and service are provided to guests and employees.
• Ensure the protection and integrity of games, currency, chips, playing cards and other assets.
• Practice and foster open, clear, two-way communication with all related departments and superiors.
• Provide ongoing advice, support and direction to dealers.
• Apply positive communication, interpersonal and leadership skills with employees at all times.
• Proactively manage and direct the performance of assigned dealers. Provide and recommend training and performance enhancements and evaluations.
• Supervise, direct, coordinate, influence and persuade employees in order to maintain company service standards.
• Maintain excellent grooming and personal conduct according to company standards and ensure dealers do the same.
• Interact with department and company employees in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way and cross-culture communications.
• Other duties as assigned.
• Based upon operational/staffing needs, other duties as assigned may include, but not be limited to, the following:
o Pencil responsibilities including efficiency in Virtual Roster/Pit Manager.
o Reviewing and maintaining the necessary records pertaining to pit activities including daily and monthly review of operations and financial data provided.
o Adhering to and ensuring compliance with all company policies, procedures and internal controls and government regulations.
o Monitoring and managing staffing levels and labor costs and optimizing utilization of assigned pit(s) including adjusting table minimums and maximum bet levels.
o Managing and overseeing the efficient operation of all Poker functions or assigned pit functions and communications with related departments.
o Maintaining and ensuring adherence to all internal and external regulations, policies and procedures within assigned pit.
o In Table Games, Floor Persons will create daily reports on individual pit performance.

DEALING
• Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Adhere to and ensure compliance with all PR&C policies, procedures, SOPs, and internal controls and government regulations.
• Maintain and ensure adherence to all internal and external regulations, policies and procedures within assigned games.
• Protect and maintain integrity of assigned games and assets.
• Exchange currency for gaming chips and pay or collect bets according to house rules.
• Ensure accuracy and completion of all signatory paperwork specific to assigned games.
• Effectively communicate with supervisors and obtain required approvals and acknowledgements according to established policies and procedures.
• Maintain excellent grooming and personal conduct according to PR&C standards.
• Acknowledge, greet, and converse (in a friendly, courteous, and professional manner) with customers who play at or approach assigned games.
• Interact with department and PR&C employees in a professional and positive manner to foster good rapport, promote team spirit, and ensure effective two-way and cross-culture communications.
• Sustain a courteous attitude and pleasant demeanor in all relations including guests and colleagues.
• Abide by all company policies of PR&C.
• Other duties as assigned.

DUAL RATE DEALERS
• All of the above dealing and floor supervision responsibilities.

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QUALIFICATIONS AND GUIDELINES

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EXPERIENCE/TRAINING/EDUCATION
Floor Person - A high school diploma and some college preferred; at least one year experience in a table games/operations supervisory capacity or three years’ experience as a table games dealer; or, a combination of education and/or experience that provides the knowledge, skills, and abilities necessary for satisfactory job performance to successfully perform this job.

Dealer – Prefer one year dealing experience, and dealer must pass dealing auditions when held.

Dual Rate – A minimum of three years of full-time, table games dealing experience. The dual rate dealer must pass dealing auditions when held and pass an interview for the dual rate position.

COMMUNICATION SKILLS
Floor Person - This position requires strong oral and written communication skills; must be fluent in reading, writing, understanding and speaking English.

Dealer – This position requires the ability to read, understand, and speak English to communicate with guests and team members.

Dual Rate – Same as floor person or poker supervisor.

MATHEMATICAL SKILLS: Basic Math

REASONING ABILITY: This position requires the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. This position also requires the ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Floor Person - Qualify to obtain and maintain Class “A” Gaming and State Key Licenses

Dealer – Qualify to obtain and maintain a Class “A” Gaming License

Dual Rate – Same as floor person and poker supervisor

SKILLS/ABILITIES

Floor Person:
• Leadership, motivation, counseling, discipline and training skills.
• Ability to manage multi-cultural staff and to create and maintain a harmonious work environment.
• Thorough knowledge of blackjack, baccarat and at least one other table game.
• Current game protection skills and knowledge of cheating and advantage play activities.
• Excellent interpersonal and team building skills.
• Ability to adapt to and embrace technological changes.
• Average computer skills and the ability to learn new computer skills.

Dealer:
• Have a working knowledge of all poker and table games.
• Maintain skill level necessary for efficient job performance.
• Good interpersonal, team building, customer service, and communication skills.
• Sustain a courteous attitude and pleasant demeanor in all relations including guests and fellow team members.
• Ability to take and follow direction from supervisory personnel.
• Ensure proper documentation of any presented pit paperwork such as fills and markers are completed as required.

Dual Rate:
• All of the above dealing and supervisory skills and abilities.
• Must be flexible when needed to work in the supervisory capacity.
• When working in the supervisory capacity, must communicate expectations and policies to dealers, in a clear and precise manner, and inform them of any changes in procedure or policy; and must be consistent in the application and enforcement of policies and procedures.
• Able to effectively communicate all employee situations to the pit supervisor no matter how minor; thereby allowing management to ascertain if it is a major problem or an isolated incident and can determine how to address this matter.

ACCOUNTABILITY

Floor Person - The table games floor person supervises dealers and the operations of assigned games.

Dealer - This position does not have supervisory responsibilities.

Dual Rate - The table operations dual rate dealer supervises dealers and the operations of assigned games when functioning as a floor person.