Supervisor Mvg

**Job Purpose**

Responsible to supervise and monitor the MVG operation and team during the shift to ensure an exceptional guest experience at the MVG desk in accordance with company standards and gaming regulations.

**Key Performance Areas**

**MVG** **Desk** **Supervision**
- Promotes Loyalty Programme and explains benefits
- Clear understanding of the programme operations (Terms and conditions, programme mechanics)
- Completes registers (e.g. lost cards, unclaimed monies, key, radio, etc)
- Interact and be present at and around the MVG desk during service to understand and assist customers with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Promotes active customer engagement amongst the staff
- Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Report and resolve any issues experienced
- Monitor the capturing of data into the loyalty management 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 MVG admin paperwork
- Completes and forwards customer transaction reports
- Calculates and disburses discretionary/ complimentary spend

**People** **Supervision**
- Manages employees to ensure that staff uniform, hygiene and appearance is maintained
- Conducts performance contracting, reviews and development
- Identifies performance gaps and conducts coaching and on job training
- Identifies and addresses misconduct issues
- Keeps records of coaching discussions

**Delivered** **Customer** **Experience**
- Monitor service standards to ensure all guests are treated with courtesy and respect at all times, and that their individual needs are addressed
- Up skill staff to ensure that they are fully fluent in details of current campaigns, promotions and gaming operational knowledge
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Drive MVG sign-ups through educating non-MVG customers on the floor with regards the MVG programme and its benefits
- Report on any issues experienced and solutions executed

**Education**

Grade 12, with at least Maths’s literacy

Certificate in PR/ Marketing would be an advantage

**Experience**

4 -6 years’ experience in a customer facing role, including supervisory experience preferably obtained in the gaming industry

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.