Company Bio
Come... Enjoy... Work in a fast paced, dynamic environment. Located on the Tsuut’ina First Nation, Grey Eagle Resort & Casino is Calgary’s number one entertainment facility. We are looking for talented, energetic and motivated individuals to join our diverse workforce! We offer competitive salaries, benefits and opportunities to grow your career.
Position Overview:
Reporting to the Slot Operations Manager, the Senior Slot Floor Supervisor provides senior operational leadership for the Slot Floor and supports the consistent performance of Slot Floor Supervisors and Slot Attendants. This position serves as a key escalation and decision-making resource on the gaming floor, helping ensure effective shift execution, exceptional guest service, regulatory and internal-control compliance, employee development, and a safe, professional and engaging environment. In the absence of Slot Management, the Senior Slot Floor Supervisor acts as the primary operational point of contact for Slot Floor matters within delegated authority and promptly escalates significant issues as required.
Education and Experience:
- High school diploma or equivalent required; post-secondary education in business, hospitality, leadership or a related field is an asset.
- 3–5 years of casino or slot operations experience preferred, including demonstrated supervisory or leadership experience on a gaming floor.
- Strong working knowledge of slot-machine operations, TITO systems, jackpots/hand pays, machine-access controls, gaming-floor procedures and casino operating practices.
- Demonstrated ability to lead and develop Supervisors and frontline employees, provide clear direction, hold others accountable and foster a respectful, collaborative “One Team” environment.
- Proven guest-service, conflict-resolution, de-escalation, judgment and decision-making skills, including the ability to manage complex or escalated situations calmly and professionally.
- Strong organizational and administrative skills, with the ability to prioritize competing demands, maintain accurate documentation and make sound decisions in a fast-paced environment.
- Experience with employee coaching, attendance/performance documentation, scheduling, payroll review or related supervisory administration is preferred.
- Proficiency with email, Microsoft Office applications—particularly Outlook, Word and Excel—and the ability to learn casino management, slot and tracking systems.
- Must be eligible to obtain and maintain all AGLC gaming-worker registration and any other approvals, training or certifications required for the position and site.
- Must successfully complete required departmental, AML, responsible-gambling, safety and company training within established timelines.
- Ability to adapt to changes in policies, procedures, technology, internal controls and regulatory requirements while helping employees implement changes consistently.
Knowledge, Skills and Abilities:
- Provide senior shift leadership for Slot Floor operations; coordinate Floor Supervisors and Slot Attendants, establish priorities, assign coverage and resources, and adjust deployment based on business volume, guest needs and operational demands.
- Maintain a highly visible and approachable presence on the gaming floor and act as the primary escalation point for complex guest concerns, disputes, jackpot/hand-pay issues, machine incidents and service-recovery situations within delegated authority.
- Support and oversee Slot Floor Supervisors in the consistent application of departmental procedures, internal controls, service standards, employee expectations and shift routines; identify gaps and provide coaching or escalation as appropriate.
- Act as the operational lead for Slot Floor matters when Slot Management is unavailable, making timely decisions within established authority and promptly communicating significant incidents, exceptions, risks or unresolved matters to management.
- Oversee jackpot and hand-pay processes, required verifications, documentation, discrepancy follow-up and balancing expectations, ensuring transactions are completed accurately and in accordance with internal controls and applicable requirements.
- Monitor slot-machine availability, operational readiness and recurring machine concerns; coordinate first-response troubleshooting and escalate technical issues to the appropriate technical or vendor support while maintaining authorized access and key-control requirements.
- Ensure compliance with applicable AGLC requirements, site controls, AML policies and procedures, responsible-gambling practices and company policies. Reinforce required identification, transaction tracking, documentation and escalation procedures with employees.
- Review shift logs, discrepancy reports, jackpot documentation, floor paperwork, tracking sheets and other required records for completeness, accuracy and timely follow-up; ensure exceptions are investigated and escalated through the appropriate process.
- Monitor gaming-floor activity for irregularities, suspicious behavior, fraud concerns, safety risks or security issues and coordinate with Security, Surveillance, AML/Compliance and management as required.
- Lead, mentor and develop Slot Floor Supervisors and Slot Attendants through coaching, feedback, training, onboarding support and consistent reinforcement of operational and guest-service expectations.
- Assist the Slot Operations Manager with scheduling, coverage planning, payroll review, performance evaluations, attendance management, investigations, progressive coaching or disciplinary documentation, and other people-leadership activities as delegated.
- Conduct or support shift stand-ups and operational communications, ensuring Supervisors and Attendants receive accurate information regarding promotions, policy changes, equipment issues, guest-service priorities and departmental expectations.
- Work closely with Player Development and Marketing to support high-value and hosted guests, machine reservations, promotional activities, special events and service coordination while maintaining fairness, confidentiality and operational controls.
- Maintain oversight of High Limit areas and machine reservations in accordance with departmental procedures, ensuring appropriate communication, availability management and guest follow-up.
- Oversee the operational readiness of applicable ATMs, ticket-redemption/NRT terminals and related guest-service equipment, including replenishment, paper changes, issue reporting and reconciliation responsibilities as assigned.
- Ensure Slot Floor presentation remains a top priority, including cleanliness, chair placement, signage, pathways, supplies and overall gaming-floor readiness; coordinate corrective action with applicable departments.
- Maintain appropriate inventory and control of Slot Floor operational materials and supplies, including TITO stock, terminal/ATM paper and other controlled or consumable items, and ensure required storage or destruction procedures are followed.
- Promote strong working relationships and timely communication with the Slot Cage, Count Room, Security, Surveillance, Finance, Technical Services, Marketing/Player Development, Guest Services and other operational departments.
- Protect confidential guest, employee, financial and operational information and maintain professional discretion, integrity and sound judgment in all aspects of the role.
- Monitor workplace health and safety, emergency situations, hazards and incidents; ensure employees follow required safety procedures and that concerns are documented and escalated appropriately.
- Identify operational inefficiencies, recurring service issues, training needs and opportunities for process improvement; provide recommendations to Slot Management and assist with implementation of approved changes.
- Perform Slot Floor Supervisor, Slot Attendant or other Slot Operations duties when required to maintain service, leadership coverage and operational continuity.
- Perform other duties as assigned based on operational needs.
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We thank all applicants, however, only those considered for an interview will be contacted.No phone calls please.
- Priority will be given to Tsuut'ina Nation members.
