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Gaming Operations Manager

1 month ago

Birmingham, Birmingham, United Kingdom Grosvenor Casinos Full time

Grosvenor Casinos is committed to providing an exceptional gaming experience for our customers. As a Gaming Operations Manager, you will play a key role in achieving this goal.

About the Role

This is an exciting opportunity to join our team and take on a challenging role that requires strong leadership and organisational skills. You will be responsible for managing the gaming operation, ensuring that it runs smoothly and efficiently, and providing excellent customer service at all times.

Key Responsibilities
  • Manage the Pit and other gaming activities, ensuring that they are running smoothly and efficiently;
  • Support and manage the gaming team to provide the best customer experience;
  • Maintain the security of the venue when duty managing;
  • Optimise 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;
  • Ensure that gaming is delivered securely;
  • Adept and implement the agreed customer service standards of the organisation;
  • Engage with customers, build relationships and listen to their views;
  • Treat customers with respect, recognising customers as individuals and anticipating their needs;
  • Resolve issues and disputes in a fair and equitable manner by using all available information and reaching decisions that treat customers consistently and fairly;
  • Lead individuals and teams by role modelling a customer service ethos;
  • Improve the ability of the team to resolve customer issues immediately without needing to ask their line manager;
  • Provide absolute clarity of performance expectations supported with effective feedback, coaching and being open to challenge where this can improve performance;
  • Implement ongoing daily coaching, every day, 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 establish that those 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 a threat to the security of the staff, customers or company assets;
  • Regularly inspect 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;
  • 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
  • You will have experience in a similar role or Inspector position;
  • You will be able to work full flexibility and adapt to changing situations;
What We Offer

We offer a competitive salary of £35,000 - £45,000 per annum, depending on experience, and a range of benefits including career development opportunities, a fun and dynamic work environment, and a chance to work for a leading casino operator.