Bookmakers Supervisor: Sunbet

Sun Bet as the online sports betting division of Sun International will lead the alternative gaming strategy and business objectives, providing thought leadership and advice on sports betting product performance, revenue growth, operational governance and service standards, as well as building strategic relationships and partnerships with key stakeholders; and leading the integration of online sports betting projects into operations.

Responsible to supervise the day-to-day operations and staff that provide a frontline customer service experience for trading of sports bets and guest’s transactional cash exchange requirements for sports betting purposes inline with professional standards, operational excellence objectives and gaming regulations.

**Qualifications**
- Grade 12

**Experience**
- 4-5 years cash desk/count experience, inclusive of 2 years’ experience at a supervisory level
- Sports Betting Experience.
- Diploma in related field will be advantageous.

**Skills & Knowledge**
- Problem Solving
- Collecting, Checking and Documenting Information
- Creating Customer Experiences (including conflict handling skills)
- Assuring Quality
- Following Instructions
- Maintaining Composure (ability to handle stressful situations)
- Demonstrating Integrity
- Deciding
- Influencing & Asserting
- Creating and Improving
- English verbal and written communication skills
- Numerical skills (calculations)
- Understanding of Sunbet processes and regulations
- Cash / credit transaction knowledge
- Detect fraudulent currency
- FICA threshold and suspicious transaction reporting
- Cash desk equipment usage and maintenance
- Cashiering administration
- Proficient computer skills (MS Excel)
- Wagering Software proficiency
- Betting procedures
- Understanding of sports and sports rules
- Interest in horseracing, sports betting.
- Rostering

**Key Performance Areas**
- Check cash desk and Sunbet retail operating areas and ensure all equipment is functional and ready for service.
- Communicate and follow-up on the correction of any equipment faults or defects prior to the start of the shift
- Monitor cleanliness of the whole retail facility, including external facilities, such as parking
- Conduct daily cashdesk reconciliations
- Conduct hourly cash count on the cashiers
- Complete supporting documents
- Conduct daily operation checklist, prioritise and action as needed
- Maintain cash levels during service to mitigate risk and cater for demand
- Report and investigate error tracing or cashier variances with the Retail manager.
- Report unresolved variances
- Verify suspicious transactions and report as required
- Cash-up and sign off of cashier floats
- Assist with complicated and escalated transactions
- Secure cash desk, satellite stations and other cashiering areas.
- Responsible for the cash in the branch, including cash safe.
- Ensure transactional requirements and responsible gambling information are displayed at all customer points as per regulations.
- Ensure required compliance posters are up and visible to customers.
- Collaborate with marketing to develop awareness and promote Sunbet
- Participate and provide support to the team with regards processing of bets and other cash transaction if required
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures.
- Responsible for staff rostering
- Consolidate and analyse of productivities and payroll costs for the department
- Consolidate employee training needs across gaming
- Perform on the job training and coaching to close developmental gaps
- Manage employee relations within the department
- Performance contracting, reviews and development
- Recruit, resource and onboard resource for talent for positions.
- Create a succession planning within the branch.
- Conduct market analyses to understand market segment and provide customer service and product offerings that are relevant and innovative
- Ensures that guests are treated with courtesy and respect at all times
- Interact with guests and provide professional service standards and solutions
- Handle any escalated complaints, disputes and suggestions as required
- Engage with customers and provide a customer experience within the outlet that will support Sunbet brand loyalty as the brand of choice
- Collaborate with Sunbet traders on major sporting events to ensure operations and promotions are relevant
- Be present on the floor during promotions or functions
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Conduct staff training on promotions (including promotion information, functions, facilities, etc)
- Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property

**Equity**
- 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