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Gaming Operations Manager
4 weeks ago
About the Role
Grosvenor Casinos is seeking a skilled Gaming Operations Manager to join our team in Birmingham. As a key member of our operations team, you will be responsible for ensuring the smooth running of our gaming activities, providing exceptional customer service, and maintaining the security of our venue.
Key Responsibilities
Responsible for running the Pit and other gaming activities
Supporting and managing the gaming team to provide the best customer experience
Taking action to maintain the security of the venue when duty managing
Optimising the efficiency of the gaming operation, ensuring that there is sufficient availability of gaming product and that occupancy is encouraged by creating an environment where customers are comfortable to play
Ensuring that gaming is delivered securely
Adopting and implementing the agreed customer service standards of the organisation
Engaging with customers, building relationships and listening to their views
Treating customers with respect, recognising customers as individuals and anticipating their needs
Resolving issues and disputes in a fair and equitable manner by using all available information and reaching decisions that treat customers consistently and fairly
Leading individuals and teams by role modelling a customer service ethos
Improving the ability of the team to resolve customer issues immediately without needing to ask their line manager
Providing absolute clarity of performance expectations supported with effective feedback, coaching and being open to challenge where this can improve performance
Implementing ongoing daily coaching, every day, to create an environment where continuous improvement is an expectation
Relating customer feedback to the team in a way that empowers individuals to improve customer service
Monitoring the gaming tables to establish that those procedures in the Gaming Manual are being followed
Complying with all agreed procedures, guidelines and manuals to the required standards
Being vigilant in areas/incidents that could lead a threat to the security of the staff, customers or company assets
Regularly inspecting the gaming equipment so as to maintain the secure operation of games and where irregularities in the equipment are discovered, ensuring they are reported and rectified
Upholding the company's commitment to the protection of young and vulnerable people, in accordance with the company's responsible gambling policy and procedures
Requirements
Full flexibility required
Experience preferred
Experience in an Inspector role or similar
