Gaming Operations Manager

4 days ago

Blackpool, Blackpool, United Kingdom The Rank Group Full time

About the Role

Grosvenor Casino, Blackpool, is seeking a skilled Gaming Supervisor to join our team. As a key member of our gaming operations, you will be responsible for ensuring the smooth running of our gaming activities, providing exceptional customer service, and maintaining a safe and secure environment for our customers and staff.

Key Responsibilities

  • Manage the Pit and other gaming activities to ensure a high-quality customer experience.
  • Support and manage the gaming team to deliver exceptional customer service and maintain a positive team culture.
  • Take action to maintain the security of the venue when duty managing.
  • Optimise the efficiency of the gaming operation, ensuring sufficient availability of gaming product and encouraging occupancy.
  • Ensure gaming is delivered securely and in line with company procedures.
  • Adopt and implement agreed customer service standards, engaging with customers, building relationships, and listening to their views.
  • Resolve issues and disputes in a fair and equitable manner, using all available information and reaching decisions that treat customers consistently and fairly.
  • Lead individuals and teams by role modelling a customer service ethos, improving the ability of the team to resolve customer issues immediately.
  • Provide absolute clarity of performance expectations, supported with effective feedback, coaching, and being open to challenge.
  • Implement ongoing daily coaching to create an environment where continuous improvement is an expectation.
  • Relate customer feedback to the team in a way that empowers individuals to improve customer service.
  • Monitor the gaming tables to ensure procedures in the Gaming Manual are being followed.
  • Comply with all agreed procedures, guidelines, and manuals to the required standards.
  • Be vigilant in areas/incidents that could lead to a threat to the security of staff, customers, or company assets.
  • Regularly inspect the gaming equipment to maintain the secure operation of games and report any irregularities.
  • Uphold the company's commitment to the protection of young and vulnerable people, in accordance with the company's responsible gambling policy and procedures.

Requirements

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

Additional Information

  • Full flexibility required.
  • Experience preferred.
  • Experience in an Inspector role or similar.

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