Gaming Manager (Sun City) at Sun International

Job Purpose

• The Gaming Manager will be accountable for providing effective leadership and management of the slots, tables and gaming technical operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards.
• The role will be responsible to oversee the planning, integration and implementation of the Gaming and Technical strategic plans for the unit with the aim of growing the profitability of existing slots and tables product offerings, creating great customer experiences for gaming patrons, and developing the future gaming product.
• This will be achieved through collaboration with Central Office and Business Unit leadership teams, leveraging partnerships with relevant stakeholders, managing relationships with key guests to ensure the acquisition and retention of business, optimising  the use of technology and focusing on high levels of operational compliance in line with gaming regulations.
• The role will also focus on building and enabling solid and engaged gaming talent and management to support the sustainability of gaming operations and enable the gaming vision. 

Key Performance Areas

Delivered Gaming Business Plan

• Understand Sun’s Gaming strategy and align objectives for the Unit’s Gaming deliverables including objectives in the areas of Slots, Tables, VIP services and Technology.
• Oversee the programme management and achievement of milestones and deliverables for gaming and technology.
• Investigate gaming practices and benchmark with leading trends and technology.
• Identify and investigate new opportunities to streamline and optimise gaming processes and services for the property.
• Collaborate with marketing to develop VIP business/customer growth through acquisition and retention strategies and targets according to customer segmentation plans to take advantage of acquisition, retention and growth opportunities and achieve financial goals.
• Oversee the unit’s VIP and/or cluster events calendar that will support brand loyalty ensuring Sun as the brand of choice for gaming customers.
• Monitor performance against targets on an ongoing basis, conducting risk analyses i.t.o impact on short term profit margins vs. long term sustainability.
• Manage and allocate people and operational resources.
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property.
• Reports on the results of the function including Gaming Board reports; Monthly Financial Review reports; Risk Reports; Month end reports; FIC reporting.

Compliance Management

• Oversee the embedding of gaming and technology standards and processes at a unit level – ensuring these are updated, communicated and embedded.
• Align practices with new legislative compliance around health, hygiene, safety and the environment.
• Align practices with gaming regulations and requirements.
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
• Conduct weekly walkabouts of all gaming areas, both front of house and back of house areas to monitor compliance.
• Ensure all staff are trained and found competent against regulatory requirements.
• Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these.
• Monitor that all security protocols have been adhered to, Product Development & Management, Monitors gaming product statistics and business intelligence and makes recommendations to address opportunities and gaps.
• Collaborates with Technical in compiling the gaming product strategy to optimal product mix and pricing for the unit.
• Oversee the planning and implementation of the floor layout to maximise gaming play.
• Oversee the evaluation of technology and motivate new enhancements to improve guest experience and maximise gaming revenue.
• Monitors Top 10 and 100 players slots play to understand product performance and demand.
• Oversee the planning, co-ordinating and implementing of approved projects in gaming and technology in line with deadlines and budget requirements.

People Leadership

• Provides direction and support to management and employees with regard to gaming policies, procedures, initiatives and innovations.
• Provides motivation and leadership to promote positive working relationships and employee relations within the department.
• Track, measure and enhance employee engagement.
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g., skills shortages, succession plans, talent to build a solid talent pipeline.
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job) Source and Select talent as per EE plan.
• Drive the employee value proposition.
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved.
• Facilitates a performance management culture.

Budget Management

• Manage the following financial requirements for the Unit Gaming function (gaming operations and technical) including:
• Budget
• Cost management
• Capex
• PIP and forecasting
• Revenue growth plans and performance
• Financial reporting for the function
• Report on Acquisition customers through Bally live Floor view
• Analyze customer preference data reports from CRM on an ongoing basis.
• Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets.

Customer Experience Management

• Oversees the customer experience for gaming in line with the unit strategy and guest feedback.
• Monitors customer experience standards and addresses gaps, dealing with escalations / complaints.
• Manage the product and service standards across the gaming floor, including the Prive and Sun Lounge operating areas.
• Manage and conduct meet and greet processes on the property.
• Direct campaign objectives and plans with regards VIP gaming customers and events.
• Oversee the development and implementation of parameters and criteria for the transportation and security of VIP customers.
• Oversee the development of criteria, conduct room checks and assess VIP hotel room readiness and standards for VIP gaming customers.
• Drive the customer database integrity and maintenance of the system as a central point of all gaming customer information.

Customer Relationship Management

• Develop the end-to-end customer experience strategy and plans for gaming customers including VIP, MVG and hosted gaming customers.
• Initiate personalised offerings in line with customer preferences.
• Align campaigns and efforts with customer value accounts across acquisition, retention and growth segments.
• Engage with all gaming customers and pay special attention to VIP customers, providing a customer experience that will support brand loyalty and ensure Sun’s casinos as the brand of choice.
• Oversee customer satisfaction feedback with regards their experiences, ensuring remedial action is addressed and resolved with relevant stakeholders.
• Host and entertain VIP gaming customers as required.
• Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems.
• Oversee the customer recognition programme to acknowledge special occasions including birthdays and other important dates.

Stakeholder Relationship Management

• Collaborate with Marketing and unit management to develop retention and acquisition campaigns.
• Communicates campaign objectives and plans to gaming floor managers for co-ordination and implementation
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA.
• Communicates any special guest requirements to other relevant operating departments.
• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business.
• Continuously engage with clients to establish and grow loyal relationships for SI.
• Coordinates the distribution of information to all relevant departments on the property.
• Leads gaming meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc. 

Requirements

Education

• Grade 12 
• 3 Year Degree / Diploma in Business Management is preferred.

Experience

• Minimum of 10 years’ experience within the casino industry or a cash handling function; including 3 years in a management position.
• Meets the requirements for a key gaming license.
• 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:

• Gaming operational management, including slots, tables, VIP.
• Gaming equipment usage, care and maintenance.
• Gaming regulations, Labour & risk legislation.
• Gaming Revenue forecasting & analysis
• Financial & Business acumen
• Team Planning
• Technological & Digital Acumen including an understanding of IT infrastructure.
• Risk management
• Project management
• Strategic insights into Gaming Marketing
• Networking skills
• BI acumen