Job Description

Job Purpose
Responsible to supervise and monitor the MVG operation and team during the shift to ensure an exceptional guest experience at the MVG desk in accordance with company standards and gaming regulations.
Key Performance Areas

• Scope and limits of the job
• Meet the requirements for a gaming license
• Ability to work shifts that meet operational requirements
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aids)
• MVG Desk Supervision
• Promotes Loyalty Programme and explains benefits
• Clear understanding of the programme operations (Terms and conditions, programme mechanics)
• Completes registers (e.g., lost cards, unclaimed monies, key, radio, etc)
• Interact and be present at and around the MVG desk during service to understand and assist customers with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Promotes active customer engagement amongst the staff
• Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Monitor the capturing of data into the loyalty management system
• Supervise the control of stock and operating equipment as per SOP for the outlet (e.g., numbered, stationery, registers, voucher books, MVG cards, collateral, etc)
• Completes MVG admin paperwork
• Completes and forwards customer transaction reports
• Calculates and disburses discretionary/ complimentary spend
• People Supervision
• Manages employees to ensure that staff uniform, hygiene and appearance is maintained
• Conducts performance contracting, reviews and development
• Identifies performance gaps and conducts coaching and on job training
• Identifies and addresses misconduct issues
• Keeps records of coaching discussions
• Delivered Customer Experience
• Monitor service standards to ensure all guests are treated with courtesy and respect at all times, and that their individual needs are addressed
• Up skill staff to ensure that they are fully fluent in details of current campaigns, promotions and gaming operational knowledge
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Drive MVG sign-ups through educating non-MVG customers on the floor with regards the MVG programme and its benefits
• Report on any issues experienced and solutions executed
• Core & Personal behavioral competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable
• Technical / proficiency competencies
• English verbal and written communication skills
• Loyalty Programme product knowledge, profile management (data capturing, card issuing, reward processing)
• Basic gaming product knowledge
• Compliance procedures and regulations
• Basic responsible gambling principles
• Proficient computer skills
• Typing skills
• Working knowledge of SVC / Opera PMS /EGS / Promo Exec is an advantage

• Grade 12, with at least Math's literacy
• Certificate in PR / Marketing would be an advantage

• 4-6 years experience in a customer facing role, including supervisory experience preferably obtained in the gaming industry

• 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.