Supervisor Slots Floor (Pretoria) at Sun International

Job Purpose

• Responsible to supervise and monitor the slots operation to ensure an exceptional guest experience on the slots floor in accordance with company standards and gaming regulations. 

Key Performance Areas

• Shift Supervision
• Completes registers (e.g. unclaimed monies, key, radio, etc).
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet.
• Report and resolve any issues experienced.
• Regular tracking of business levels.
• Enables GSAs on shift system.
• Supervise the control of stock and operating equipment as per SOP for the outlet(e.g. numbered stationery, registers, voucher books, MVG cards, collateral, etc).
• Completes casino admin paperwork.
• Completes and forwards customer transaction reports.
• Calculates and disburses discretionary/ complimentary spend.
• Validates and authorises jackpot payouts as required / limits.
• Identifies, investigates and resolves transactional errors and disputes.
• Follows up on fault logging with Technical until resolution.

People Supervision

• Manages employees to ensure that staff uniform, hygiene and appearance is maintained.
• Identifies performance gaps.  Conduct coaching and on job training.
• Identifies and addresses misconduct issues.
• Keeps records of coaching discussions.
• Conducts performance contracting, reviews and development.

Delivered Customer Experience

• Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times.
• Shift handover ensures that staff can provide customers with relevant service.
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Report on any issues experienced and solutions executed.

Stakeholder Engagement

• Informs department / staff of information required to perform the duties and slots floor operation effectively.
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA.
• Communicates any special guest requirements or events to other relevant operating departments.
• Provides feedback and reports back to management on the performance and challenges on the slots floor.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements.
• Work in a smoking environment.
• Physical mobility to move around as per job requirements (including with the use of aids). 

Requirements

Education

• Grade 12 or equivalent national qualification in gaming operations. 

Experience

• 1 year experience as a GSA or previous Supervisory experience preferably obtained in the gaming industry. 

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict  Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable