Cashiering Supervisor (Worcester) at Sun International

Job Purpose

• The Cashiering Supervisor is responsible to supervise staff that provide a frontline customer service experience at the Cash desk areas on the gaming floor and to assist with supervising count and cash-up processes as required, ensuring operational excellence, procedural compliance, and guest service satisfaction.

Key Performance Areas

Floor Supervision

• Supervises the shift
• Conducts rostering and duty allocations
• Handles Shift briefings / handovers / shift reports / disputes
• Action surveillance audits to correct reported discrepancies, and escalate computer related queries to relevant parties
• Secure cashiering and count areas
• Check cash desk, count and cash-up areas and ensure all equipment is functioning and ready for service, escalating any issues
• Check cleanliness of customer service areas
• Conduct daily cash desk reconciliations; log any variances and report these to management
• Complete supporting documents
• Review duty checklist, prioritise and action as needed
• Maintain cash levels during service to mitigate risk and cater for demand
• Report and investigate error tracing or cashier variances with Surveillance
• Obtain all requirements for establishing Cheque Cashing Facility Applications
• Verify suspicious transactions and report as required
• Cash-up and sign off of cashier floats
• Assist with complicated and escalated transactions
• Complete daily shift report
• Transactional requirements and responsible gambling information are displayed at all customer points as per regulations.

Supervised Cash Desk Standards

• Communicates and monitors compliance to 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
• Conducts audits at the cash desk daily in line with standard operating procedures – reports balance back to actual.
• Retrieve overpaid monies
• Supervise cash levels to meet demand
• Log all error tracing / cashier variances
• Handle or escalate suspicious transactions as per legislated requirements.
• Reconcile Forex and conduct banking
• Completes exception reports/ journals as per SOP

Count Supervision

• Supervise the count as per ICS
• Capture data into the casino management system
• Ensures the appropriate collection of slot machine drop boxes.
• Supervise the sorting, counting, strapping and recording the contents of slot drops
• Compare information contained in drop boxes to data stored on computer terminal.
• Supervise the reading and recording of slot machine meters.
• Record and file documentation

Cash-up Supervision

• Check and sign for the change float and other floats held in the safe at the start of the shift
• Supervise the cash-up as per standard operating procedures
• Facilitate the secure collection of cash and credit transactions and floats, ensuring credit card slips are accompanied by a settlement slip.
• Supervise and sign off the sorting, counting, sealing and recording of contents to the vault in preparation for banking, ensuring seal numbers are accurately recorded
• Supervise and sign off banking of daily cash takings by the vault aid
• Verify suspicious transactions and report as required
• Cash-up and sign off on the day’s cash-up
• Supervise and sign off the clearance of Auto Safe machine as stipulated in SOP.
• Float reconciliations variances must be investigated and resolved immediately.
• Record and file documentation and report on error tracing or cash-up variances
• Record and submit to Revenue Controller, cash-up officer's shortages for payroll deduction

People Supervision

• Supervises employees to ensure that staff uniform, hygiene and appearance is maintained
• Conduct performance contracting, reviews and development discussions with staff
• Identifies performance gaps and conduct coaching and on job training
• Identifies and addresses misconduct issues
• Keeps records of coaching discussions
• Develop, update and communicate departmental procedures and controls to all staff

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

Requirements

Education

• Grade 12 

Experience

• Minimum of 3-year cash desk / count experience, preferably in the gaming industry
• Experience in a supervisory position in the cash handling industry is an advantage
• Meet the requirements for a key gaming licence
• Ability to work shifts that meet operational requirements

Core and Personal Behavioural competencies:

• Relating (connecting; valuing diversity and interacting)
• Maintaining focus
• Acting with energy and enthusiasm
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking (accuracy in the handling and recording of transactions)
• Following Instructions
• Emotional maturity
• Honesty in the handling of cash

Technical / Proficiency competencies:

• English verbal and written communication skills
• Numerical skills (calculations)
• Cash / credit transaction knowledge and administration
• Cash-up procedures and administration
• Count procedures and administration
• Detect fraudulent currency
• FICA threshold and suspicious transaction reporting
• Cash desk equipment usage and maintenance
• Basic computer skills
• People Supervisory skills
• Rostering (Kronos