Asst Gaming Manager at Sun International

• The Assistant Gaming Manager will be responsible for the day-to-day management of the slots and tables operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards. the Ast Gaming Manager will help ensure that Meropa Casino remains the heartbeat of Limpopo, providing customers with an enjoyable and memorable entertainment experience.

Job Description

Job Purpose

• The Assistant Gaming Manager will be responsible for the day-to-day management of the slots and tables operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards. The role will be responsible for the implementation of the Gaming plans for the unit with the aim of growing the profitability of existing slots and tables product offerings, creating great customer experiences for gaming patrons, and focusing on high levels of operational compliance in line with gaming regulations. The role will also work with the team to build and enable solid and engaged gaming talent to support the sustainability of gaming operations and enable the gaming vision.

Key Performance Areas

Job outputs & Qualities required (as per Job Profile)

 Delivered Gaming Operational Business Plan

• Facilitate the programme management, planning and delivery of the operational gaming milestones and deliverables for the business unit including objectives in the areas of Slots, Tables, VIP services
• Develop a customer value proposition, plan and standards for Gaming operations
• Provide input into present and future products by determining and evaluating current and future customer trends and preferences
• Develop a plan around the gaming customer experience at important touchpoints in the customer’s journey from arrival and throughout the customer’s experience
• Communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
• Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth
• Collaborate with marketing to develop VIP business/customer growth through acquisition and retention strategies and targets according to customer segmentation plans to take advantage of acquisition, retention and growth opportunities and achieve financial goals
• Facilitate the unit’s VIP and/or cluster events calendar to support brand loyalty ensuring Sun as the brand of choice for gaming customers
• Compile plans and manage the implementation of any new projects and offerings within gaming operations
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers, dealing with and resolving escalations
• Reports on the results of the function including Gaming Board reports; Monthly Financial Review reports; Risk Reports; Month end reports; FIC reporting

Gaming Technical Standards & Governance

• Monitor, communicate and embed gaming standards and processes at unit level
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Align practices with gaming regulations and requirements
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
• Conduct weekly walkabouts of all gaming areas, both front of house and back of house areas to monitor compliance
• Ensure all staff are trained and found competent against regulatory requirements
• Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
• Monitor that all security protocols have been adhered to
• Monitor audit results and manage that remedial action is taken to ensure compliance

Technical Gaming Product

• Monitors gaming product statistics and business intelligence, and makes recommendations to address opportunities and gaps
• Collaborates with Technical in compiling the gaming product strategy ito optimal product mix and pricing for the unit
• Oversee the planning and implementation of the floor layout to maximize gaming play
• Oversee the evaluation of technology and motivate new enhancements to improve the guest experience and maximize gaming revenue
• Monitors Top 10 and 100 players slots play to understand product performance and demand
• Oversee the planning, coordinating and implementing of approved projects in gaming and technology in line with deadlines and budget requirements
• Understand the gaming customer’s expectations and brand relevance including product, pricing, and offerings available in the market
• Collaborate with Gaming Manager to build objectives and processes that will engage gaming customers in delivering products and services in line with their expectations
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the gaming product offerings are innovative and exciting
• Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the gaming environment
• Monitor products, service offerings and display across the gaming floor are aligned to responsible gambling standards
• Monitor customer service feedback with regards quality and service within gaming areas

• Measure success and return on investment of products and services and raise challenges when not achieved

Budget Managements

• Manage the following financial requirements for the Gaming operational areas including:
• Recommended budgets and PIP forecasts for gaming operations
• Conducts analyses and makes recommendations for optimization of costs and opportunities for revenue enhancement
• Financial reporting on projects and initiatives
• Completes the following monthly reports:
• Audit reports (all areas)
• Risk reports
• Analyze customer preference data reports from CRM on an ongoing basis
• Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets

People management

• Lead and motivate the team and promote positive working relationships, direction and support
• Lead departmental communication ensuring employee and management interaction
• Measure and develop plans to enhance employee engagement
• Identify and manage training, coaching and development requirements in line with business plans, e.g. skills shortages, succession plans, talent management
• Ensure competent levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan to build the talent pipeline within operational management
• Performance Manage and coach reporting managers to ensure KPA’s are achieved

Customer Experience Management

• Develops a customer experience for gaming operations in line with the unit strategy and guest feedback
• Monitors customer experience standards and addresses gaps, dealing with escalations / complaints
• Manage the product and service standards across the gaming floor, including the Prive and Sun Lounge operating areas
• Manage and conduct meet and greet processes on the property
• Plan, manage and communicate on campaign objectives and plans to be gaming operations team for co-ordination and implementation
• Develop and implement guidelines for the transportation of VIP customers, conduct room checks and assess hotel room readiness and standards for VIP gaming customers
• Audit the customer database integrity and maintenance of the system as a central point of all gaming customer information, and raise identified issues

Stakeholder relationship management

• Liaises with Marketing Manager to develop retention and acquisition campaigns
• Communicates campaign objectives and plans to gaming floor managers for co-ordination and implementation
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements to other relevant operating departments
• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Participates in gaming meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.

Customer Relationship

• Engage with all gaming customers and pay special attention to VIP customers, providing a customer experience that will support brand loyalty and ensure Sun’s casinos as the brand of choice
• Track and analyze feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Host and entertain VIP gaming customers as required
• Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates

Job Requirements

Education

• Grade 12 
• 3 Year Degree / Diploma in Business Management is preferred 

Experience

• Minimum of 8 years’ experience within the casino industry; including 3 years in a management position. 
• Meets the requirements for a key Gaming License 
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment 
• Visual acuity and ability to identify colours 

Skills and Knowledge

Core and Personal behavioural COMPETENCIES

• Motivating others / gaining co-operation
• Decision-making and Problem-solving and designing equipment, systems
• Training; coaching; keeping abreast of new developments in field
• Planning and organization
• Analysing / Diagnosing product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment and performance, coaching and training
• Controlling people and non-people resources and influencing & negotiating skills