Gaming Floor Manager (Cape Town) at Sun International

Job Purpose

Responsible for the effective day-to-day shift management of tables gaming operations and the tables team with specific regard to:

• Maintaining products and standards of operation
• Maximising customer satisfaction
• Ensuring all operational efforts achieve the tables strategies and objectives
• Maximising operational efficiencies
• Managing spend

Duties and Responsibilities:

Shift management

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Managing discretionary/ complimentary spend
• Reporting gaming system anomalies to relevant departments for correcting as per SOP
• Reconciling and resolving Pay-out exceptions
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Managing Stock as per SOP (e.g. numbered stationery, playing cards, chips, MVG cards. Etc.)
• Cash-ups at the end of the shift
• Completes shift reports

Tables Product

• Conduct Tables analyses in relation to occupancy levels
• Lease product management
• Monitor & provide input to strategy ito optimal product mix
• Implements business action plans
• Monitors and reports on product performance and complete exception reports / journals as per SOP

People Management and Development

• 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 department
• Manage employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Provides resources and removes obstacles to performance
• Recruit and resource for talent for positions within the department
• Onboarding of new staff members 

Financial Control

• Manages complementary spend
• Authorises spend in line with budget

Customer Relationship Management

• Ensures that guests are treated with courtesy and respect at all times
• Staff training on promotions (including promotion information, functions, facilities, etc)
• Shift hand over ensures that staff can provide customer with relevant insight
• Manages customer database
• Complete monthly guest loyalty reports
• Manages Guests Reservations/bookings are attended to
• Manages the accuracy of sign up data captured, cards issued and loyalty benefits

Stakeholder Relationship Management 

• Liaise with F&B on food and beverage offering and services on the casino floor
• Liaise and update hotels and management on VIP arrivals and spend
• Inform and update staff on objectives, shift information, VIP information, changes in regulations and the business requirements
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA.

Marketing and promotion implementation

• Liaises with Marketing department in co-ordinating gaming promotions and execution
• Trains staff to implement the promotion and assist the guest
• Provides input to post mortem feedback

Requirements

Minimum Requirements 

 Education 

• Grade 12 or equivalent national qualification in gaming operations at a level 4

Experience

• 3-year Degree in Business Management is preferred
• Gaming Management Development programme is preferred
• At least 2 years experience in a supervisory role within the gaming industry environment

Certifications/Accreditation/Registration/Licenses

• Meet the requirements for a gaming licence and FICA

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Visual acuity and ability to identify colours

Skills and Competencies

Core & personal behavioural competencies

•  Planning
• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Investigating skills
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Problem-Solving

Technical proficiency competencies

• Tables Games/Product knowledge
• Gaming Regulations
• Gaming Revenue Analysis & forecasting
• Tables Product Analysis
• Operational Management
• Inspection skills of multiple gaming areas
• Proficient in MS Office
• EGS is an advantage