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Gaming Operations Manager
2 months ago
About the Role
Grosvenor Casino, Northampton 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 and providing exceptional customer service.
Key Responsibilities
- Manage the Pit and other gaming activities to ensure a secure and enjoyable experience for customers.
- Support and manage the gaming team to deliver outstanding customer service and maintain a positive team culture.
- Take action to maintain the security of the venue when duty managing, ensuring the safety of customers and staff.
- Optimise the efficiency of the gaming operation, ensuring sufficient availability of gaming products and encouraging occupancy.
- Ensure gaming is delivered securely, adhering to all relevant procedures and guidelines.
- Achieve and maintain high standards of customer service, treating customers with respect and anticipating their needs.
- 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.
- 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 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 gaming equipment to maintain secure operation and report any irregularities.
- Uphold the company's commitment to the protection of young and vulnerable people, in accordance with the 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
PFL/PML holder. Previous gaming experience is essential.
