Poker Room Manager

**Company Description** Grosvenor is the leading Casino operator in the UK and our venues offer 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 experiencethey will want to return for.
Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as thelargest operator in the UK, we have lots of opportunity and structured development programmes.
At Grosvenor we are a 24/7 operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

**Job Description** The role holder will be expected to support the Gaming Services Manager by managing the Poker Room activities.Their key functions are:

- Supporting and managing those that directly deliver the gaming experience to the customer i.e. assisting the dealers to provide the best game in town to the customer
- Developing relationships with the customers to make them feel special and aid their transfer from visiting the casino to taking part in the gaming if that is the customer’s requirement
- Having a specific focus on creating close links with the Customer Services Manager so that the customers find the transition from admission to gaming a seamless and enjoyable journey.
- Defining the level of efficiency to which the Poker Room shall operate and will keep their GSM and their team informed of performance targets.

**Operating the Poker Room**.
- Identify periods of peak demand due to public holidays or promotional activity and ensure that sufficient Poker Room facilities will be available
- To ensure that for all other times the correct mix of table is available to satisfy customer demand i.e. staking levels and versions of Poker etc
- To have an up to date knowledge of the YTD and Targetfigures for the Poker Room, specifically Employment Costs and Income
- To put in place plans that manage the achievement of these targets
- To have a contemporary knowledge of the factors that are having an impact on Poker Room performance i.e. table efficiency, staffing levels, competitor activity etc
- To be able to explain fluctuations in the daily and period income
- To report these fluctuations to the OM Gaming at agreed levels and implement plans that address any shortfalls
- To have a clear view of the technical strength and weakness of the Poker Room Supervisors and dealers to maximise efficiency
- To recognise and praise those regarded as technically strong and coach those who need to improve
- To be able to evaluate the cost/ benefit of booking additional staff on over time
- To liaise with the Gaming Team Leaders to ensure that multi skilled dealers can be used from the Pit roster with the required period of notice
- To control the operational costs, where appropriate for your normal duties, i.e. control of cost on utilities etc
- To give the Poker Room dealers technical support or guidance where they are temporarily in need of, or requesting assistance
- Liaise with the Cash Desk to ensure that all entries are accounted for
- Ensure that the ‘White Board’ or its electronic equivalent is managed to open and control the cash games in a way that is responsive to customer demand
- To ensure that the product offer is clearly aligned to customer demand i.e. have the right type and size of game available for cash games and the correct competitions to ensure maximum capacity
- To manage and account for any cash floats issued to the Poker Room for the purpose of acting as an extension of the cash desk function.

**Customer Service**
- To acknowledge and address customers in a way that meets their expectation i.e. use the customers’ name where this will make them feel special
- To have a comprehensive knowledge of other promotional activity in the casino so that they are able to relay this to the Poker Room customers
- To promote the attitude that all members of the team should anticipate customer needs so that these may be fulfilled prior to the customer request
- To listen to customer issues and make sure that these are addressed in a timely manner and in a way that enables the customer to know there has been a conclusion reached and makes them feel special
- To have responsibility and deal with customer issues
- To promote opportunities for the Poker Room team to create an interactive customer team environment
- To resolve disputes with customers using all available information, reaching decisions that treat customers consistently and fairly
- To listen to Customers and recommend promotional activity that their comments indicate would be successful
- To conduct opposition surveys, gaining knowledge of products offered by competitor operations within the local area
- To suggest actions to the OM Gaming where these surveys indicate an opportunity or a threat.

**Team Development**
- Their own development via the use of Company development programmes
- Using leadership and coaching, in particular, to ensure that all the team can put on the best game in town
- Creating an engaging performance culture, where people feel able to create solutions and provide a strong customer ethos
- Taking the lead and being respected for judgement that takes a relentless approach to building a team the whole business (whole estate) is proud of
- Leading individuals and teams by role modelling a customer service ethos provides absolute clarity of performance expectations supported with effective feedback, coaching and openness to challenge
- Consistently seeking opportunities to recognise and appreciate those who go the extra mile; also, looking for opportunities to offer effective coaching conversations to drive performance even further
- Working imaginatively to nurture talent and providing stretch development and delegation opportunities to grow the capabilities of the team
- Acting on and managing the consequences of a zero tolerance approach towards inappropriate behaviour from colleagues and customers, which may damage the core purposeLiving the ‘Grosvenor’ br