Gaming Floor Manager

Sun International; Worcester; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the gaming industry seeks a Gaming Floor Manager to oversee daily operations, manage staff, and ensure exceptional customer experiences. This role requires strong leadership skills and a focus on compliance with gaming regulations. You will be responsible for managing shifts, addressing guest concerns, and coordinating with various departments to enhance service delivery.

Qualifications

• Experience in managing gaming operations and customer interactions.
• Ability to oversee staff and maintain operational standards.

Responsibilities

• Manage daily shift operations and staff scheduling.
• Ensure compliance with gaming regulations and customer satisfaction.
• Oversee financial transactions and resolve disputes.

Skills

Customer Satisfaction

Staff Management

Problem Solving

Job description

The Gaming Floor Manager is responsible for the effective day-to-day shift management of cross-functional slots and tables gaming operations. This includes maintaining products and standards of operation, maximizing customer satisfaction, and managing spend, all in line with Gaming regulations and legislation. The role aims to create memorable experiences for all gaming customers.

Key Performance Areas

Shift management

• Implement staff scheduling and duty allocations for optimal coverage.
• Conduct shift briefings, handovers, and prepare shift reports.
• Be present on the floor during service to assist clients and address requests, concerns, or complaints.
• Oversee opening and closing of tables, verify floats, and manage table credit transactions.
• Manage discretionary and complimentary spend.
• Report gaming system anomalies and reconcile slot pay-out exceptions.
• Verify and authorize jackpot payouts.
• Manage staff appearance, floor appearance, and equipment functioning.
• Resolve escalated disputes and report issues.
• Manage stock as per SOP, including cards, chips, and other materials.
• Oversee card inspection and replacement.
• Perform cash-ups and complete shift reports.
• Analyze product performance and investigate variances.
• Facilitate lease product management and monitor product performance.
• Implement business action plans and liaise with technical maintenance.
• Develop and communicate standards and ensure compliance with legislative requirements.

People Management

• Manage employment conditions, productivity, and payroll costs.
• Identify training needs, perform coaching, and build a talent pipeline.
• Manage employee relations, communication, and motivation.
• Conduct performance reviews, onboarding, and manage staffing resources.
• Authorize spend within budget and monitor productivity.

Customer Relationship Management

• Ensure courteous treatment of guests and staff training on promotions.
• Conduct shift handovers with relevant guest insights.
• Complete guest loyalty reports and build relationships with regular and VIP guests.
• Manage reservations, sign-up data, and loyalty benefits.
• Address guest feedback and ensure proper documentation of outcomes.

Stakeholder Relationship Management

• Liaise with F&B, housekeeping, security, and hotel management regarding floor issues and VIP arrivals.
• Update staff on objectives, VIP information, and regulatory changes.
• Coordinate with marketing on promotions and feedback.