Gaming Floor Manager

Job Purpose

The Gaming Floor Manager will be responsible for the effective day-to-day shift management of cross-functional slots and tables gaming operations with specific regard to maintaining products and standards of operation, maximising customer satisfaction and managing spend, in line with Gaming regulations; legislation and with the aim of creating great memories and experiences for all gaming customers.

Key Performance Areas

Shift management

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Oversee the opening and closing of tables and verify and sign off on counted floats
• Oversee table credit transactions and the transfer of chips between the cash desk and tables
• Managing discretionary/ complimentary spend
• Reporting gaming system anomalies to relevant departments for correcting as per SOP
• Reconcile and resolve slots pay-out exceptions
• Verify and authorise slots jackpot payouts
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Resolve and report on any issues or escalated disputes
• Managing Stock as per SOP (e.g., numbered stationery, playing cards, chips, MVG cards. Etc.)
• Oversee the inspection of cards, ensuring the collection of used or defective cards and the replacement of new cards for operation
• Cash-ups at the end of the shift
• Completes shift reports

Slots & Tables Product Management

• Conduct analyses on slots and tables product performance
• Investigate and document any variances between theoretical and actual hold
• Facilitate lease product management for slot machines
• Monitor & provide input to strategy ito optimal product mix and pricing in both slots and tables
• Implements business action plans
• Liaises with Technical to ensure maintenance schedule plan is adhered to
• Monitors and reports on slots product performance and complete exception reports / journals as per SOP

Slots & Tables Standards & Governance

• Develops and updates Slots & Tables monitoring standards
• Communicates standards to all relevant parties
• Monitor Slots & Tables 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 (Slots & Tables 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
• Support external gaming audits and handle any remedial action required to ensure 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 always treated with courtesy and respect
• 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 and tables 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 slots and 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
• Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
• Collaborates with Marketing in co-ordinating Slots & Tables promotions and execution, as well as on post-mortem feedback

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

Experience

• 5 yrs. gaming experience with a minimum of 2 yrs. experience in a supervisory role.
• Meet the requirements for a gaming licence and FICA
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Visual acuity and ability to identify colours

Skills and Knowledge

Core and Personal Behavioural competencies:

• Deciding
• Analysing
• Taking action
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships)
• Relating (connecting, valuing diversity, interacting)
• Integrating
• Leading People
• Applying expertise and technology
• Maintaining focus
• Emotional maturity

Technical / Proficiency competencies:

• Slots Product knowledge & ICS processes
• Tables Product knowledge & ICS processes
• Gaming Regulations
• Slots & Tables Revenue Analysis & forecasting
• Slots Product Analysis
• Statistics
• Gaming Operational Management
• Slots floor supervision
• MVG
• Proficient Computer Skills (MS Office)
• EGS is an advantage
• Verbal and written English communication skills

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 policy as well as units employment equity plans.