Full-time Operations Supervisor- Casino Brantford

Position Summary

The Operations Supervisor provides daily leadership and operational oversight for the Cage, Slots, and Guest Services departments under the direction of the Manager, Operations. This role is responsible for ensuring operational excellence, exceptional guest experiences, regulatory compliance, strong financial controls, and team member engagement. As the leader on shift, the Operations Supervisor drives business performance through effective coaching, decision-making, revenue-focused operations, risk management, and continuous improvement while maintaining a safe and compliant work environment.

Primary Responsibilities

• Provide leadership, coaching, performance management, and development opportunities to Cage, Slots, and Guest Services team members, fostering a culture of accountability, engagement, and service excellence.
• Conduct regular one-on-one meetings with team members to establish performance objectives, review progress, provide coaching and feedback, and hold employees accountable for achieving individual, departmental, and organizational goals.
• Oversee daily operations while ensuring adherence and communication of policies, procedures, regulatory requirements, and AGCO standards.
• Monitor departmental performance, staffing, and service levels, proactively addressing operational challenges and guest concerns.
• Support revenue growth and business objectives by maximizing operational efficiency, enhancing guest service, and identifying opportunities to improve performance and productivity.
• Ensure the integrity of financial controls through effective cash management, audit compliance, reconciliations, approvals, and safeguarding company assets.
• Review operational and financial reports, investigate discrepancies, monitor suspicious activities, and complete required documentation and incident reporting.
• Facilitate onboarding, training, and ongoing development to ensure team members are knowledgeable, compliant, and successful in their roles.
• Participate in recruitment, interviewing, workforce planning, and succession planning activities to support operational needs.
• Build and maintain effective relationships with guests, team members, management, regulatory bodies, and other stakeholders.
• Promote and maintain a safe work environment by ensuring compliance with health and safety requirements and company standards.
• Identify and implement process improvements that enhance operational effectiveness, compliance, guest satisfaction, and financial performance.
• Perform other duties as assigned.

Education and Qualification Requirements

• 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.

Work Environment Considerations

• Fast paced with multiple priorities, deadlines and deliverables; exposure to some conflict, distress and noise;
• The role requires a flexible schedule that adapts to business needs of a 24/7 operation, will have non-traditional work hours including evening or weekend work.