Job Description

Job Purpose

Responsible 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



Maximizing customer satisfaction



Ensuring all operational efforts achieve the organizational strategies and objectives



Maximizing operational efficiencies



Managing spend

Key Performance Areas

Shift Management

Put 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 and update slots daily dashboard reports and consolidate for month end report

Slots Standards & Governance

Develops and updates Slots monitoring standards



Communicates standards to all relevant parties



Monitor slot practices and align with new legislative compliance



Implement sufficient control measures (including systems and processes) & checks to mitigate any risk to the business



Conduct regular checks and departmental walkabouts to monitor compliance standards



Work with internal stakeholders (gaming management, finance, HR, and security) to identify risk areas and address these



Coach and upskill staff to understand and execute practices in line with regulations



Conduct internal control self assessments to audit compliance to standards



Analyse surveillance feedback reports to monitor compliance and put in place remedial action to ensure compliance (GB and internal compliance)

People Management

Manage 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

Manages complementary spend



Authorizes spend in line with budget

Customer Relationship Management

Ensures 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 Management

Liaise 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 department's objectives, standards and operating procedures to internal and external service providers as per SLA

Work conditions and special requirements:

Ability to work shifts that meet operational requirements



Physically able to move operating equipment



Visual acuity and ability to identify colors

Education

Grade 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

Experience

At least 2 years experience in a supervisory role within the gaming industry environment.

Skills and Knowledge

Planning



Motivating others / gaining co-operation



Decision-making



Training; coaching; keeping abreast of new developments in field



Analyzing / Diagnosing performance of the outlet / product performance Investigating skills



Reviewing - Assessing feasibility; assessing compliance; efficiencies



Problem-Solving

Equity

Preference 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.