Gaming Technical Floor Asst at Sun International

Job Purpose

• Responsible to be the frontline customer point of contact, providing exceptional service to guests on the slots floor, and assist with the servicing and cleaning of gaming machine components in accordance with company standards and gaming regulations 

Key Performance Areas

• Maintained Gaming Machines (Please review in line with the Technical Work Deliverable Task Register for detailed activities)
• Cleaning, servicing, replacing and testing of minor components of EGMS, Gaming Kiosks, Displays, card reader, keypads, IView screen, note acceptor, EGM bases, Gaming Table Equipment, Signage, cashiering equipment, marketing and promotional equipment (Refer to the work Deliverable task register)
• Record all job cards 
• Move and place EGMs
• Clean-up move location
• Ensures RGP information is displayed

Slots Floor Transactions:

• Verifies jackpot payouts
• Completes and validates documentation
• Identifies, reports and resolves faults / tilts on machines
• Identifies and resolves transactional errors
• Logs faults with technical departments
• Reports defects to general appearance and functioning of gaming floor

Escalates issues with relevant parties:

• Technical, Surveillance, Security, Management
• Resolves minor disputes and escalates issues as required
• Gaming Technical Standards:
• Clean-up move location
• Keep workshop tidy and safe
• Clean, store and secure equipment

Customer Engagement:

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions ** Identifies customers and understand their preferences
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary 

Job Requirements

Education

• Education: Grade 12 Natural Science and Mathematics) or N3 - Electric/ Electronic

Experience

• Experience: N/A 
• Accreditation/ Registration/ Licenses: Meet the requirements for a gaming licence

Work conditions and special requirements:

• Ability to work shifts that meet operational requirements
• Physically able to work and stand for long periods of time
• Physically able to move machines and handle work with tools applicable to the job
• This role is required to work in a smoking environment

Skills and Knowledge

Skills & Competencies:

Core & Personal Behavioral Competencies

• Analyzing
• Applying technical expertise and technology
• Relating (connecting; valuing diversity and interacting)
• Maintaining focus
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Following Instructions
• Emotional maturity
• Preferred Personality Traits
• Confident team player who is Presentable, Positive, Service oriented, Energetic, Passionate, Friendly, and able to create an entertaining environment for guests

Maintained Gaming Product

• Cleaning, servicing, replacing and testing of minor components of EGMS, Gaming Kiosks, Displays, card reader, keypads, IView screen, note acceptor, EGM bases, Gaming Table Equipment, Signage, cashiering equipment, marketing and promotional equipment
• Record all job cards
• Move and place EGMs
• Clean-up move location
• Ensures RGP information is displayed

Gaming Technical Standards

• Clean-up move location
• Keep workshop tidy and safe
• Clean, store and secure equipment

Customer Service

• Provides accurate guest information including promotional information
• Greets guests with a friendly smile, eye contact on arrival, friendly goodbye and treated with respect at all times
• Be available and interact with guests to assist with queries

Technical/Proficiency competencies:

• Gaming Component Knowledge
• Gaming Component Servicing & repairs
• System auditing & investigations
• English verbal communication skills
• Proficient computer skills
• Numerical skills (calculations of large numbers)
• Slots Products - Machine card transactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge
• Use Slots equipment – Machine types, manufacturer, denomination, payable, functionality, diagnostic functions.
• Compliance procedures and regulations
• Basic responsible gambling principles