Job Description

Job Purpose

Responsible to supervise and monitor the slots operation to ensure an exceptional guest experience on the slots floor in accordance with company standards and gaming regulations.

Key Performance Areas

Shift Supervision


Completes registers (e.g. unclaimed monies, key, radio, etc).

Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.

Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet.

Report and resolve any issues experienced.

Regular tracking of business levels.

Enables GSAs on shift 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 casino admin paperwork.

Completes and forwards customer transaction reports.

Calculates and disburses discretionary/ complimentary spend.

Validates and authorises jackpot payouts as required / limits.

Identifies, investigates and resolves transactional errors and disputes.

Follows up on fault logging with Technical until resolution.




People Supervision


Manages employees to ensure that staff uniform, hygiene and appearance is maintained.


Identifies performance gaps. Conduct coaching and on job training.

Identifies and addresses misconduct issues.

Keeps records of coaching discussions.

Conducts performance contracting, reviews and development.




Delivered Customer Experience


Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times.

Shift handover ensures that staff can provide customers with relevant service.

Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.

Report on any issues experienced and solutions executed.




Stakeholder Engagement


Informs department / staff of information required to perform the duties and slots floor operation effectively.

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

Communicates any special guest requirements or events to other relevant operating departments.

Provides feedback and reports back to management on the performance and challenges on the slots floor.




Work conditions and special requirements


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). *

Education

Grade 12 or equivalent national qualification in gaming operations.

Experience

1 year experience as a GSA or previous Supervisory experience preferably obtained in the gaming industry.

Skills and Knowledge

Problem Solving

Collecting Information (listening; asking questions)

Dealing with Customers


Handling conflict Checking

Following Instructions

Emotional resilience

Honesty in the handling of cash

Presentable

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.