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.