Fresh Jobs at Sun International

Main Purpose of the Job:

• Responsible to monitor the gaming floor and operation to ensure gaming and procedural compliance and protection of Company assets, staff and guests, in accordance with company standards and gaming regulations.

Duties and responsibilities include:

Surveillance Monitoring

• Monitor all Gaming procedures on the gaming floor against the relevant functions.
• Complete target reports / punter scans on all gaming areas as per unit specific schedule
• Conduct system checks, alarm conditions and interfaces

Record and report on faulty equipment

• Issue and check playing cards, where required and other gaming related equipment as per SOP
• Identifies, monitors and actions significant events actioned as per SOP: punter scanning, Jackpot verification, table activity, etc.
• Monitors all non-gaming procedures against the relevant function
• Proactively monitor high risk areas and emergency response as per set out procedures  

Investigations

• Reviews all video footage and other documentation/ reports relating to incidents, queries and variances
• Investigates all variances reported to the Surveillance Department
• Reports or escalates findings of the review and investigations
• Record and retain evidence to be used for further processes according to standards

Reporting & Administration

• Reporting all incidents and significant events to the relevant Stakeholders.
• Prioritizes reports according to the severity of the incident.
• Captures relevant data on the EOB
• Compiles comprehensive reports where required

Job Requirements

Education, experience, and competencies required:

• Grade 12 or equivalent national qualification in gaming operations 
• PSIRA C grade certificate 
• 1 year experience in a gaming / financial auditing / law enforcement (e.g., SAPS, Security, Defence Force, etc) environment an advantage
• Surveillance experience an advantage
• Certifications/Accreditation/Registration/Licenses
• Meet the requirements for a gaming key license and FICA
• PSIRA C registration
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements
• Work in a smoking environment
• Full visual acuity (including ability to discern colours)

Behavioural Competencies

• Problem Solving
• Collecting Information (listening; asking questions)
• Analytical skills
• Handling conflict
• Checking
• Attention to detail
• Following Instructions
• Emotional resilience
• Honesty & Integrity
• Ability to deal with highly confidential information 

Technical Competencies

• English verbal communication skills
• Rapid tracking and review of visual information
• Use surveillance equipment 
• Betting procedures
• Compliance procedures and regulations
• Basic responsible gambling principles
• Basic computer skills
• Prolonged attention span

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Job Purpose

• The Gaming Floor Manager: Slots is responsible for the day-to-day shift management of slots gaming operations; as well as the monitoring, management and delivery of the customer experience and maintaining product offerings in the gaming slots areas, ensuring that internal (SOP) and external gaming standards and procedures are continuously achieved, customer disputes / queries are resolved and that the customer experience provided within the designated areas are professionally executed in line with Sun standards, gaming regulations and legislative requirements.
• The role will also be responsible for the customer relationship management with VIP and other gaming slots customers through offering an exceptional hosting experience to guests in these areas.

Key Performance Areas

Shift Management:

• Put in place duty allocations to ensure maximum coverage
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Be present at pre-shift briefings
• Managing discretionary/ complimentary spend
• Reporting slots gaming system anomalies to relevant departments for correcting as per SOP
• Reconciling and resolving pay-out exceptions
• Oversee the smooth running of the MVG desk including sign-ups, voucher and points redemptions
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Completes shift reports - and update slots daily dashboard reports and consolidate for month-end report

Slots Standards & Governance:

• Develops and updates Slots monitoring standards
• Communicates standards to all relevant parties
• Monitor slots 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 (gaming 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
• Analyse surveillance feedback reports to monitor compliance and put in place remedial action to ensure compliance (GB and internal 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 treated with courtesy and respect at all times
• 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 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 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
• Collaborate with VIP to plan and host events and functions
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Collaborates with Marketing in co-ordinating and executing gaming promotions and MVG events; as well as on post-mortem feedback (including prizes for payouts)

Job 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
• Gaming Management Development programme is preferred

Experience

• 5 yrs gaming experience with 2 yrs as a Slots Floor Supervisor or Gaming Technical Shift Manager position

Skills and Knowledge

• Planning, motivating others / gaining co-operation decision-making.  Training; coaching; keeping abreast of new developments in field.  
• Analyzing / Diagnosing performance of the outlet / product performance.  
• Investigating skills, reviewing - Assessing feasibility; assessing compliance; efficiencies Problem-Solving / Slots Product knowledge / Slots Product Analysis / Slots Supervision / Gaming Regulations / Gaming Revenue Analysis & forecasting