Job Description

Job PurposeResponsible for the effective day-to-day shift management of gaming operations and the gaming team with specific regard to:Maintaining products and standards of operation.Maximising customer satisfaction.Ensuring all operational efforts achieve the organisational strategies and objectives.Maximising operational efficiencies.Managing spend.Key Performance AreasShift ManagementPut in place staff scheduling and duty allocations to ensure maximum coverage.Handle shift briefings / handovers / shift reports.Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.Managing discretionary/ complimentary spend.Reporting gaming system anomalies to relevant departments for correcting as per SOP.Reconciling and resolving Pay-out exceptions.Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet.Report and resolve any issues experienced.Managing Stock as per SOP (e.g. numbered stationery, playing cards, chips, MVG cards. Etc.).Cash-ups at the end of the shift.Completes shift reports.Gaming ProductConduct table analyses and, slots analyses in relation to occupancy levels.Lease product management.Monitor & provide input to strategy to optimal product mix.Implements business action plans.Liaises with Technical to ensure maintenance schedule plan is adhered to.Monitors and reports on product performance and complete exception reports / journals as per SOP.People ManagementManage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures.Manage productivities and payroll costs for the department.Identification of employee training needs.Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the department.Manage employee relations within the department.Staff communication and motivation.Performance contracting, reviews and development.Provides resources and removes obstacles to performance.Recruit and resource for talent for positions within the department.On-boarding of new staff members.Financial Control xc2xb7Manages complementary spend.Authorises spend in line with budget.Customer Relationship ManagementEnsures that guests are treated with courtesy and respect at all times.Staff training on promotions (including promotion information, functions, facilities, etc.)Shift hand over ensures that staff can provide customer with relevant insight.Manages customer database.Complete monthly guest loyalty reports.Manages Guests Reservations/bookings are attended to manages the accuracy of sign-up data captured, cards issued and loyalty benefits.Stakeholder Relationship ManagementLiaise with F&B on food and beverage offering and services on the casino floor.Liaise and update hotels and management on VIP arrivals and spend.Inform and update staff on objectives, shift information, VIP information, changes in regulations and the business requirements.Collaborate with marketing in coordinating and managing the execution of gaming promotions on the floor, including providing of post-mortem feedback.Communicates departments objectives, standards and operating procedures to internal and external service providers as per SLA.EducationGrade 12 or equivalent national qualification in gaming operations at a level 4.3-year Degree in Business Management is preferred.Gaming Management Development programme is preferred.ExperienceAt least 2 years' experience in a supervisory role within the gaming industry environment.Skills and KnowledgePlanning.Motivating others / gaining co-operation.Decision-making. Training; coaching; keeping abreast of new developments in field.Analysing / Diagnosing performance of the outlet / product performance.Investigating skills. Reviewing - Assessing feasibility; assessing compliance; efficiencies.Problem-SolvingEquityPreference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

Sun International