Team Leader - Phuthaditjhaba at Hollywoodbets

You Bring:

• 6 months within the Gaming or Betting industry.

A Bonus To Have:

• Relevant Diploma, Degree or NQF 4 Learnership.
• Valid driver’s license.
• 1-2 Years leadership experience.

What You’ll Do For The Branch:

Branch growth

• To ensure achievement of targets within your areas in accordance with Branch budgets.
• Drive business results by creating an open dialog with your guests to educate them on all your Branch products.
• Ensure betting boards are updated timeously.
• Updating of memos, card changes, results and scratchings which occur throughout the day.
• Be knowledgeable on all game rules, odd and pay-outs.
• Team member must be knowledgeable of confirmation limits and to ensure to call the BSC department before laying a bet over the limit.
• Taking customer bets where applicable (A requirement in express Branches).

Cash administration

• Cash management within the Branch according to defined processes and procedures and minimize risks, theft and fraud.     
• Educate team members on all FICA Compliance.
• Ensure daily banking schedules are submitted to the Branch Manager and Senior Team Leader.
• Ensure adherence to credit card administration and EFT policies where applicable.
• Ensure team member are issued with correct floats at the end of their shift.
• Interim checks must be done within the course of the day with Team Leader on duty.
• Ensure to reconcile by end of shift to the balance which is reflected on the LPM, Admin and HIS report.
• Recovery process must be managed in line with processes and procedures.
• The correct process must be followed with lost ticket claims;
• Ensure the ticket number is received from the Helpline when processing the claim.
• Record the guest’s details and ID number to validate payment after 90 days.

Branch reporting

• Ensure that daily newsflashes provide a high level overview of the operations for the day.
• Manage Branch stock control to ensure that there is sufficient supply (although not over and under).
• Ensure that a stock taking is done weekly and account for stock shortages.
• Team Leaders must send an email notifying the Branch Manager, Senior Team Leader and Cash Management Department of the shortage.

Security management

• Be aware of your surroundings when opening and closing the Branch.
• Ensure all security factors are adhered to when banking is conducted.
• Be aware where all panic buttons are placed within your Branch.
• Ensure all camera’s inside and outside the Branch are all in working order.
• Manage all security aspects in the Branch.
• The cashing up process must be conducted with the Branch doors closed with security monitoring the area.

Branch appearance

• Ensure that the Branch is always neat and tidy according to Hollywood standards.
• Ensure that that facilities are well maintained and in good working condition.
• Comply with all procedures to prevent losses to the organisation, advising your Branch/Senior Team Leader promptly of any problems and malfunction with the terminals, equipment and resources (e.g. TV display of results, Off-line).

Compliance

• Compliance and adherence to company's internal control policy.
• Ensure compliance with company, legislative and legal requirements.
• More specifically, ensure compliance with Gambling Board requirements.
• Compliance to the code of ethics and escalate fraudulent activities.
• Ensure that there is a registered FICA officer on site at all times during operating hours and compliance posters are displayed.
• Ensure a manager with a license must always be on duty before a shift begins to ensure service is provided to guests.
• Ensure all team members are dressed in their correct Hollywood uniform when on duty.
• Credit bets are not allowed to be taken by any team member.
• Team members on duty are not allow to take personal bets within the Branch.
• Team members are not allowed to be behind the terminal counters when off duty.
• Team members on duty are not allowed to utilize the Limited pay-out machine.

Communication

• Ensure all operational communication within the Branch is circulated to all team members.
• Ensure team members are aware of key business campaigns, business updates and marketing campaigns.
• Ensure that the correct lines of communication is followed at all times and that timeous feedback is provided to support office when information is requested. 

People management

• Manage team member rosters and schedules and ensure the Branch is adequately staffed taking into account busy periods, events and operational requirements.
• Ensure staff attendance and behaviour is manage with the guidance from Branch Manage and Senior Team Leader.
• Ensure all new take recruitment documentation is submitted timeously to the Human Resources department.

Guest service

• Ensure to provide good guest service by being friendly, helpful, polite and courteous at all times.
• Pro-actively address guest complaints and ensure guest feedback is positive.
• Build strong relationships with regular guests.
• Create a guest centric culture within the Branch and drive the philosophy of “service with a smile” at all times.

Values

• Actively promote the Hollywood values.
• Live the values and lead as an example to the team.
• If the Branch has LPMs, responsible for management thereof.
• If the Branch has F&B facilities, RD facilities, support office teams and training facilities, ensure a close working relationship with these divisions.
• Work closely with the Branch Manager and Senior Team Leader and suggest areas of improvement to ensure that the Branch attracts and retains guests.
• Must be available 24/7 in case of emergencies.