Gaming Floor Manager (Worcester) at Sun International

Job Purpose

• The Gaming Floor Manager will be responsible for the effective day-to-day shift management of cross-functional slots and tables gaming operations with specific regard to maintaining products and standards of operation, maximising customer satisfaction and managing spend, in line with Gaming regulations; legislation and with the aim of creating great memories and experiences for all gaming customers. 

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.
• Oversee the opening and closing of tables and verify and sign off on counted floats
• Oversee table credit transactions and the transfer of chips between the cash desk and tables
• Managing discretionary/ complimentary spend
• Reporting gaming system anomalies to relevant departments for correcting as per SOP
• Reconcile and resolve slots pay-out exceptions
• Verify and authorise slots jackpot payouts
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Resolve and report on any issues or escalated disputes
• Managing Stock as per SOP (e.g., numbered stationery, playing cards, chips, MVG cards. Etc.)
• Oversee the inspection of cards, ensuring the collection of used or defective cards and the replacement of new cards for operation
• Cash-ups at the end of the shift
• Completes shift reports

Slots & Tables Product Management

• Conduct analyses on slots and tables product performance
• Investigate and document any variances between theoretical and actual hold
• Facilitate lease product management for slot machines
• Monitor & provide input to strategy ito optimal product mix and pricing in both slots and tables
• Implements business action plans
• Liaises with Technical to ensure maintenance schedule plan is adhered to
• Monitors and reports on slots product performance and complete exception reports / journals as per SOP  

Slots & Tables Standards & Governance

• Develops and updates Slots & Tables monitoring standards
• Communicates standards to all relevant parties
• Monitor Slots & Tables 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 (Slots & Tables 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
• Support external gaming audits and handle any remedial action required to ensure 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 always treated with courtesy and respect
• 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 and tables 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 slots and 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
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Collaborates with Marketing in co-ordinating Slots & Tables promotions and execution, as well as on post-mortem feedback

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

Experience

• 5 yrs. gaming experience with a minimum of 2 yrs. experience in a supervisory role.
• Meet the requirements for a gaming licence and FICA
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Visual acuity and ability to identify colours

Skills and Knowledge

Core and Personal Behavioural competencies:

• Deciding
• Analysing
• Taking action
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships)
• Relating (connecting, valuing diversity, interacting)
• Integrating
• Leading People
• Applying expertise and technology
• Maintaining focus
• Emotional maturity 

Technical / Proficiency competencies:

• Slots Product knowledge & ICS processes
• Tables Product knowledge & ICS processes
• Gaming Regulations
• Slots & Tables Revenue Analysis & forecasting
• Slots Product Analysis
• Statistics
• Gaming Operational Management
• Slots floor supervision
• MVG
• Proficient Computer Skills (MS Office)
• EGS is an advantage
• Verbal and written English communication skills