Gaming Supervisor

Grosvenor Casino; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An exciting opportunity awaits at a dynamic casino, where you will lead gaming operations and ensure an outstanding customer experience. This role is perfect for someone passionate about customer service and team leadership. You will be responsible for managing gaming activities, supporting your team, and optimizing operations to create a welcoming environment for customers. Join a forward-thinking company committed to growth and excellence, where your contributions will be valued and rewarded. If you thrive in a fast-paced environment and enjoy engaging with customers, this role is for you!

Qualifications

• Erfahrung in der Casino-Umgebung mit Tischspielen.
• Ausgezeichnete Kundenservicefähigkeiten und Teamführungskompetenz.

Responsibilities

• Leitung der Spieltische und Gewährleistung eines erstklassigen Kundenerlebnisses.
• Überwachung der Spielabläufe und Einhaltung der Sicherheitsstandards.

Skills

Kundenservice

Teamführung

Konfliktlösung

Flexibilität

Education

Erfahrung im Umgang mit Tischspielen

Job description

Grosvenor is on an exciting journey of growth. It’s a great time to join us. More than ever, we’re investing in our venues and our people to ensure we have the best gaming offering and the best people in the right places.

We aim to excite and entertain all our customers, giving them a memorable experience they will want to return for.

Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones.

Why just work... when you can work, win & grow with us.

Job Description

The role holder will be responsible for:

1. Running the pit and other gaming activities.
2. Supporting and managing the gaming team to provide the best customer experience.
3. Optimising the efficiency of the gaming operation, ensuring that there is sufficient availability of gaming product and that occupancy is encouraged by creating an environment where customers are comfortable to play.
4. Ensuring that gaming is delivered securely.
5. Adopting and implementing the agreed customer service standards of the organisation.
6. Engaging with customers, building relationships and listening to their views.
7. Treating customers with respect, recognising customers as individuals and anticipating their needs.
8. Resolving issues and disputes in a fair and equitable manner by using all available information and reaching decisions that treat customers consistently and fairly.
9. Leading individuals and teams by role modelling a customer service ethos.
10. Improving the ability of the team to resolve customer issues immediately without needing to ask their line manager.
11. Providing absolute clarity of performance expectations supported with effective feedback, coaching, and being open to challenge where this can improve performance.
12. Implementing ongoing daily coaching to create an environment where continuous improvement is an expectation.
13. Relating customer feedback to the team in a way that empowers individuals to improve customer service.
14. Monitoring the gaming tables to establish that those procedures in the Gaming Manual are being followed.
15. Complying with all agreed procedures, guidelines, and manuals to the required standards.
16. Being vigilant in areas/incidents that could lead to a threat to the security of the staff, customers, or company assets.
17. Regularly inspecting the gaming equipment to maintain the secure operation of games and reporting and rectifying any irregularities in the equipment.
18. Upholding the company's commitment to the protection of young and vulnerable people, in accordance with the company's responsible gambling policy and procedures.

Qualifications

1. Experience in dealing and inspecting table games in a casino environment.
2. Excellent customer service skills and the ability to deal with a range of demands and pressures.
3. Commitment to creating and running a team of gaming employees who feel respected and appreciated for their contribution.
4. A consistent and objective approach to pit management.
5. Implementing agreed actions in line with the club's gaming strategy.
6. Ensuring the casino is a safe and secure place for customers and staff.
7. All licensing objectives, especially those in relation to gaming and the sale and consumption of alcohol.
8. The ability to work collaboratively and find flexible solutions.