Gaming Floor Manager Slots (Pretoria) at Sun International

Job Purpose

• Responsible for the effective day-to-day shift management of gaming operations and the gaming team with specific regard to:
• Maintaining products and standards of operation
• Maximizing customer satisfaction
• Ensuring all operational efforts achieve the organizational strategies and objectives
• Maximizing operational efficiencies
• Managing spend

Key Performance Areas

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 and update slots daily dashboard reports and consolidate for month end report

Slots Standards & Governance

• Develops and updates Slots monitoring standards
• Communicates standards to all relevant parties
• Monitor slot practices and align with new legislative compliance
• Implement sufficient control measures (including systems and processes) & checks to mitigate any risk to the business
• Conduct regular checks and departmental walkabouts to monitor compliance standards
• Work with internal stakeholders (gaming management, finance, HR, and security) to identify risk areas and address these
• Coach and upskill staff to understand and execute practices in line with regulations
• Conduct internal control self assessments to audit compliance to standards
• Analyse surveillance feedback reports to monitor compliance and put in place remedial action to ensure compliance (GB and internal compliance)

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 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 
• On-boarding of new staff members 

Financial Control

• Manages complementary spend
• Authorizes 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 
• Collaborate with marketing in coordinating and managing the execution of gaming promotions on the floor; including providing of post-mortem feedback 
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA

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 colors

Requirements

Education

• Grade 12 or equivalent national qualification in gaming operations at a level 4
• 3-year Degree in Business Management is preferred
• Gaming Management Development programme is preferred

Experience

• At least 2 years experience in a supervisory role within the gaming industry environment.

Skills and Knowledge

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