Cashiering Shift Manager

Job Purpose

The Cashiering Shift Manager manages the day to day delivery of the cash desk operation and team with the objectives of maintaining standards of operation and maximising customer satisfaction and operational efficiencies, in line with regulations and Company standards

Shift Management

• Manages the shift.
• Conducts rostering and duty allocations.
• Handles Shift briefings / handovers / shift reports / disputes.
• Manages staff appearance and cash desk appearance/ functioning of equipment and systems.
• Contacts technicians for necessary external equipment repair and maintenance.
• Manages stock (e.g. numbered stationery, etc).
• Action surveillance audits to correct reported discrepancies.
• Escalate computer related queries to relevant parties as per SOP.
• Log cashier variances and take correct action were necessary.
• Secure cashiering areas.
• Suspicious behaviour/activities on gaming floor is observed and appropriate action taken when required as per SOP's.
• Authorises spend in line with budget.
• Complete daily shift report.

Cash Desk Governance & Standards

• Communicates the standard operating procedures to the cash desk team to ensure everyone has a sound understanding of expectations.
• Reconciles and resolves pay-out exceptions and variances are accounted for.
• Cash desk is audited daily in line with standard operating procedures – reports balance back to actual.
• Retrieve overpaid monies.
• Manage cash levels to meet demand.
• Log all error tracing / cashier variances.
• Handle or escalate suspicious transactions as per legislated requirements.
• Manage debtors.
• Reconcile Forex and conduct banking.
• Monitors compliance to standard operating procedures and regulations on the floor.
• Completes exception reports/ journals as per SOP.

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 outlet.
• Manage employee relations and disciplinary action within the department.
• Ensure staff communication and motivation.
• Performance contracting, reviews and development.
• Provides resources and removes obstacles to performance.
• Onboarding of new staff members.

Customer Experience Management

• Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times.
• Handle and resolve any escalated guest special requests, queries or complaints.
• Shift handover ensures that staff can provide customers with relevant service.
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ housekeeping / functioning of equipment and systems for the outlet.
• Monitor the customer experience in the cash desk areas that will support brand loyalty ensuring SI as the brand of choice.
• Conduct staff training on promotions (including promotion information, functions, facilities, etc).
• Report on any issues experienced and the resolution thereof.

Work Conditions and Special Requirements

• Ability to work shifts that meet operational requirements.
• Physically able to move around as per job requirements (including with the use of aids)

Minimum Qualification

• Grade 12
• Tertiary qualification in business related qualification preferable.

Minimum job-related Experience
- Minimum of 2 years in a supervisory position in the casino industry or a cash handling function.

Skills and Knowledge

• Planning
• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Problem-Solving
• Managing risk
• Customer service orientation
• People Leadership