Cashiering Shift Manager - Wild Coast at Sun International

Job Purpose

The Cashiering Shift Manager manages the day-to-day delivery of the cash desk and count operations and teams in both front of house and back of house areas with the objectives of maintaining standards of operation and maximising customer satisfaction and operational efficiencies, in line with regulations and Company standards.

Education

• Grade 12
• Tertiary qualification in business related qualification preferable

Experience

• Minimum of 2 years in a supervisory position in the casino industry or a cash handling function

Skills and Knowledge

• Cash desk operational knowledge
• Cash / Credit Transaction knowledge
• Cash Desk equipment usage, care, and maintenance
• Cashiering Administration
• Gaming Compliance Procedures
• Generating Solutions
• Analytical Thinking
• Planning & Organizing
• Managing risk
• Customer service orientation
• Leadership
•  
• Cash desk operational knowledge
• Cash / Credit Transaction knowledge
• Cash Desk equipment usage, care, and maintenance
• Cashiering Administration
• Gaming Compliance Procedures
• Numerical arithmetic skills
• Communication skills (written and verbal)

Know How

• Requires specialised knowledge of processes relating to cashiering practices, products, and customers.
• Organise, plan, and prioritise tasks for self and team to ensure that work gets done profitably and efficiently.
•  Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements.
• Interact with customers and team - influencing, motivating, and encouraging specific behaviour.

Problem- Solving

• Apply business acumen and sound common sense to the shift management of cashiering operations and teams within regulated standards.
• Monitor changes at the cash desk and is quick to act upon potential opportunities and challenges.
• Consider all the facts, options, and possible outcomes prior to making decisions.
• Analyse and diagnose performance / service issues to maximise or leverage the strengths of the team in a competitive environment.
• Deal with diverse problems in own area, using judgment and discretion to resolve them.

Accountability

• Provide information and make recommendations regarding services that will meet customer needs.
• Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations.
• Arbitrate / resolve difficult customer complaints and/or issues / disputes.
• Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving service offering.
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability.

Key Performance Areas

Shift Management

• Manages the shift.
• Conducts rostering and duty allocations.
• Handles Shift briefings / handovers / shift reports / disputes.
• Manages staff appearance and cash desk appearance/ functioning of equipment and systems.
• Contacts technicians for necessary external equipment repair and maintenance.
• Manages stock (e.g., numbered stationery, etc)
• Action surveillance audits to correct reported discrepancies.
• Escalate computer related queries to relevant parties as per SOP.
• Log cashier variances and take correct action were necessary.
• Secure cashiering and count areas.
• Suspicious behaviour/activities on gaming floor are observed and appropriate action taken when required as per SOP’s.
• Authorises spend in line with budget.
• Complete daily shift report

Cash Desk Governance & Standards

• Communicates the standard operating procedures to the cash desk and count teams to ensure everyone has a sound understanding of expectations.
• Reconciles and resolves pay-out exceptions and variances are accounted for.
• Cash desk is audited daily in line with standard operating procedures – reports balance back to actual.
• Retrieve overpaid monies.
• Manage cash levels to meet demand.
• Log all error tracing / cashier variances.
• Handle or escalate suspicious transactions as per legislated requirements.
• Manage debtors.
• Reconcile Forex and conduct banking.
• Monitors compliance to standard operating procedures and regulations on the floor.
•  Completes exception reports/ journals as per SOP.

Count Shift Management

• Oversee the count for the shift as per ICS (when required)
• Manages count and drop procedures as per the ICS.
• Authorise and audit records and filing of documentation.

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 outlet.
• Manage employee relations and disciplinary action within the department.
• Ensure staff communication and motivation.
• Performance contracting, reviews and development.
• Provides resources and removes obstacles to performance.
• Onboarding of new staff members

Customer Experience Management

• Monitor service standards and staff: guest interaction on the floor to ensures all guests are always treated with courtesy and respect.
• Handle and resolve any escalated guest special requests, queries, or complaints.
• 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.
• Manage staff appearance and floor appearance/ housekeeping / functioning of equipment and systems for the outlet.
• Monitor the customer experience in the cash desk areas that will support brand loyalty ensuring SI as the brand of choice.
• Conduct staff training on promotions (including promotion information, functions, facilities, etc)
• Report on any issues experienced and the resolution thereof.