Gaming Floor Manager Slots at Sun International

Job Purpose

• The Gaming Floor Manager: Slots is responsible for the day-to-day shift management of slots gaming operations; as well as the monitoring, management and delivery of the customer experience and maintaining product offerings in the gaming slots areas, ensuring that internal (SOP) and external gaming standards and procedures are continuously achieved, customer disputes / queries are resolved and that the customer experience provided within the designated areas are professionally executed in line with Sun standards, gaming regulations and legislative requirements.
• The role will also be responsible for the customer relationship management with VIP and other gaming slots customers through offering an exceptional hosting experience to guests in these areas.

Key Performance Areas

Shift Management:

• Put in place duty allocations to ensure maximum coverage
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Be present at pre-shift briefings
• Managing discretionary/ complimentary spend
• Reporting slots gaming system anomalies to relevant departments for correcting as per SOP
• Reconciling and resolving pay-out exceptions
• Oversee the smooth running of the MVG desk including sign-ups, voucher and points redemptions
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• 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 slots 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
• Onboarding of new staff members

Financial Control:

• Manages complementary spend
• Authorises spend in line with budget
• Calculate and monitor productivities

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
• Builds relationships with regular and VIP punters on the slots floor
• Manages Guests Reservations/bookings are attended to
• Manages the accuracy of sign up data captured, cards issued and loyalty benefits
• Receive guest feedback via Nquba, discuss with guest, and manage the remedial action to correct any concerns - ensuring responses and outcomes are  captured into the system

Stakeholder Relationship Management:

• Liaise with F&B on food and beverage offering and services on the casino floor
• Liaise with housekeeping with regards any cleanliness issues on the floor
• Liaise and update hotels and management on VIP arrivals and spend
• Collaborate with security around any issues or concerns on the casino floor; as well as case information
• Inform and update staff on objectives, shift information, VIP information, changes in regulations and the business requirements
• Collaborate with VIP to plan and host events and functions
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Collaborates with Marketing in co-ordinating and executing gaming promotions and MVG events; as well as on post-mortem feedback (including prizes for payouts)

Job Requirements

Education

• Grade 12 + Certificate in business administration or an equivalent national qualification in area of specialisation or management at NQF 5
• Participation on a Gaming Development programme
• Gaming Management Development programme is preferred

Experience

• 5 yrs gaming experience with 2 yrs as a Slots Floor Supervisor or Gaming Technical Shift Manager position

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 / Slots Product knowledge / Slots Product Analysis / Slots Supervision / Gaming Regulations / Gaming Revenue Analysis & forecasting