Gaming Operations Manager
1 week 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, 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 excellent 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 where this can improve performance.
- 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.
About Us
Grosvenor is the leading Casino operator in the UK, offering the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers, giving them a memorable experience they will want to return for.
What We Offer
We offer a range of benefits, including a competitive salary, excellent training and development opportunities, and a comprehensive benefits package. If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we would love to hear from you.
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