Gaming Operations Manager
2 weeks ago
About the Role
The Rank Group is seeking a highly skilled and experienced Gaming Operations Manager to join our team at Grosvenor Casino, Northampton. As a key member of our management team, you will be responsible for overseeing the day-to-day operations of the gaming floor, ensuring a safe and secure environment for customers and staff.
Key Responsibilities
- Manage the pit and other gaming activities to ensure a smooth and efficient operation.
- Support and manage the gaming team to provide exceptional customer service and ensure a positive customer experience.
- 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 product and encouraging occupancy.
- Ensure that gaming is delivered securely, in line with company policies and procedures.
- Adopt and implement agreed customer service standards, ensuring a consistent and high-quality experience for customers.
- Engage with customers, build relationships, and listen to their views, treating them with respect and recognising them as individuals.
- 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 where it can improve performance.
- Implement ongoing daily coaching, creating an environment where continuous improvement is an expectation.
- Relate customer feedback to the team, empowering individuals to improve customer service.
- Monitor the gaming tables to ensure that 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, reporting and rectifying 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
PFL/PML holder. Previous gaming experience is essential.
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