Supervisor

GPL Group of Companies; Penang; On-site; MYR 67,000 - 100,000; Full time

Job summary

GPL Group is seeking a hands-on Slot Machine Room Supervisor in Penang to lead day-to-day SMR operations, manage staff, and ensure a customer-focused, compliant environment. The role requires shift-based work, strong leadership, and cash-handling accuracy within a fast-paced setting.

Ideal candidates have a Diploma, 25–35 years old, excellent communication skills and a track record in gaming or high-volume hospitality.

Qualifications

• Minimum Diploma in any discipline.
• Supervisory or team leadership experience is required, preferably in gaming, hospitality or high-volume service operations.
• Aged between 25 and 35 years old.
• Strong leadership, communication and interpersonal skills.
• Good customer service and problem-solving skills.
• Good report-writing skills, with the ability to document incidents and operational matters clearly and accurately.
• Good understanding of cash handling, customer service and compliance-orientated working environments is preferred.
• Able to work independently and effectively under pressure, particularly during peak operating hours.
• Physically able to perform duties that may require prolonged standing and walking within the SMR floor.
• Willing and able to work rotating shifts, weekends and public holidays, as required by operational needs.

Responsibilities

• Supervise the daily operations of the Slot Machine Room (SMR), including manpower planning, staff deployment and work assignments.
• Ensure sufficient manpower coverage and smooth operations throughout the assigned shift.
• Monitor staff performance and ensure employees carry out their duties in accordance with company policies, SOPs and operational requirements.
• Handle and resolve routine guest enquiries, complaints and concerns in a professional and timely manner.
• Monitor the SMR floor to ensure a safe, orderly and customer-friendly environment.
• Train, coach and guide subordinate employees to maintain the required standards of performance and service.
• Assist Management with recruitment, performance appraisals, counselling and disciplinary matters when required.
• Ensure proper handling of cash and other operational transactions in accordance with established procedures and internal controls.
• Respond promptly to operational issues and incidents and elevate serious matters to management when necessary.
• Prepare and submit shift reports, incident reports and other operational documentation accurately and on time.
• Ensure proper shift handover and communicate all outstanding operational matters to the incoming shift.
• Maintain compliance with company policies, SOPs, internal controls and applicable operational requirements.
• Perform other duties and responsibilities as assigned by management from time to time.

Skills

Leadership

Team leadership

Communication

Interpersonal skills

Customer service

Problem solving

Report writing

Cash handling

Education

Diploma

Job description

The Slot Machine Room (SMR) Supervisor is responsible for supervising the day-to-day operations of the SMR and ensuring smooth, efficient and customer-focused operations. The role oversees staff deployment and performance, customer service, operational compliance, incident handling and shift reporting.

The successful candidate should be a hands-on leader with strong communication and problem-solving skills who is comfortable working in a fast-paced, shift-based environment. Experience in gaming, hospitality, casino or cruise ship operations, or other high-volume customer service environments will be an added advantage.

Key Responsibilities

Supervise the daily operations of the Slot Machine Room (SMR), including manpower planning, staff deployment and work assignments.

Ensure sufficient manpower coverage and smooth operations throughout the assigned shift.

Monitor staff performance and ensure employees carry out their duties in accordance with company policies, SOPs and operational requirements.

Handle and resolve routine guest enquiries, complaints and concerns in a professional and timely manner.

Monitor the SMR floor to ensure a safe, orderly and customer-friendly environment.

Train, coach and guide subordinate employees to maintain the required standards of performance and service.

Assist Management with recruitment, performance appraisals, counselling and disciplinary matters when required.

Ensure proper handling of cash and other operational transactions in accordance with established procedures and internal controls.

Respond promptly to operational issues and incidents and elevate serious matters to management when necessary.

Prepare and submit shift reports, incident reports and other operational documentation accurately and on time.

Ensure proper shift handover and communicate all outstanding operational matters to the incoming shift.

Maintain compliance with company policies, SOPs, internal controls and applicable operational requirements.

Perform other duties and responsibilities as assigned by management from time to time.

Job Requirements

Minimum Diploma in any discipline.

Supervisory or team leadership experience is required, preferably in gaming, hospitality or high-volume service operations.

Aged between 25 and 35 years old.

Strong leadership, communication and interpersonal skills.

Good customer service and problem-solving skills.

Good report-writing skills, with the ability to document incidents and operational matters clearly and accurately.

Good understanding of cash handling, customer service and compliance-orientated working environments is preferred.

Able to work independently and effectively under pressure, particularly during peak operating hours.

Physically able to perform duties that may require prolonged standing and walking within the SMR floor.

Willing and able to work rotating shifts, weekends and public holidays, as required by operational needs.

Added Advantage

Candidates with relevant experience in any of the following areas will have an added advantage:

Casino or cruise ship gaming operations, including slot floor, table games or gaming supervision.

Slot machine room or gaming floor operations.

Hotel operations or hospitality supervision.

Airline cabin crew or other front-line customer service supervisory roles.

High-volume entertainment, leisure or customer service operations.

*Only shortlisted candidates will be notified.

GPL Group is a reputable management company that oversees multiple recreational sports clubs across Malaysia. As a service-oriented industry, we continuously strive to enhance our operations to ensure our customers' satisfaction.

With extensive experience in gaming management, GPL Group excels in various areas, including complete management and operational capabilities, customer service, food and beverage operations, transparency, accountability, budgeting, and cost control measures. Additionally, we specialize in concept development, design, and construction of club premises.

Currently, we manage elite clubs nationwide, leveraging our expertise and consulting experience to deliver exceptional services to prestigious local and international gaming establishments.

We take pride in our growth alongside our valued business partners throughout the years. Our commitment to excellence remains unwavering, and we continue to seek opportunities for improvement and expansion.

GPL Group is a reputable management company that oversees multiple recreational sports clubs across Malaysia. As a service-oriented industry, we continuously strive to enhance our operations to ensure our customers' satisfaction.

With extensive experience in gaming management, GPL Group excels in various areas, including complete management and operational capabilities, customer service, food and beverage operations, transparency, accountability, budgeting, and cost control measures. Additionally, we specialize in concept development, design, and construction of club premises.

Currently, we manage elite clubs nationwide, leveraging our expertise and consulting experience to deliver exceptional services to prestigious local and international gaming establishments.

We take pride in our growth alongside our valued business partners throughout the years. Our commitment to excellence remains unwavering, and we continue to seek opportunities for improvement and expansion.