POSITION SUMMARY:
Table Games Operations Managers are accountable for ensuring the efficient operation of Table Games on a particular shift to meet with gaming authority standards and procedures, and the maximization of revenue opportunities for the department.
In addition, the Table Games Operations Manager is accountable for ensuring that the highest standards of customer service, technical skills and standard operational procedures are delivered by the Table Games Team during every shift.
PRIMARY RESPONSIBILITIES:
1. Successfully executes designated strategic initiatives across the gaming floor
2. Relentlessly focuses on customer service/satisfaction
3. Adopts a logical planned approach to implementation
4. Communicates effectively to a diverse audience
5. Assists in building a team based, customer focused service culture
6. Maximizes Operational efficiencies
7. Makes recommendations on product and pricing mix based on anecdotal and statistical evidence
8. Recommends strategies based on customer feedback that help to remove service barriers
9. Communicates interdepartmentally to ensure that the Service Promise is maintained
10. Provides anecdotal feedback and observations as required
11. Maintains high on-floor visibility
12. Always displays role modelling behaviour
13. Supports and guides staff to achieve business objectives and common goals
14. Identifies training opportunities for individuals and empowers staff accordingly
15. Provides accurate constructive feedback to members of their performance group and individually tailored input for succession planning
16. Solves disputes quickly and efficiently according to rules & procedures and in line with the Empowerment Code of Practice
17. Keeps accurate records of daily results and significant patron win/loss
18. Remains fully responsible for game integrity and asset protection
19. Adheres to all regulatory, departmental, and casino policies and procedures
20. Understands and abides by regulatory currency reporting requirements (AML) as it relates to table game player activity
21. Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
22. Perform the duties of a Responsible Gaming Ambassador and respond to any responsible gaming issue as required
Hospitality and Courtesy
1. Ensures that the gaming floor remains clean and free from clutter
2. Personally, takes responsibility for their work area
3. Adheres to company established personal hygiene, grooming and presentation guidelines
4. Receives guests in a warm and welcoming manner
5. Listens and is attentive to the needs and requirements of our guests
6. Identifies the needs of our guests and offers to help accordingly
7. Is considerate and understanding of our guests in every occasion
8. Is attentive to and assimilates into the topic that interest our guests
9. Is always “in character” when performing job duties
10. Treats all guests and fellow team members with respect and courtesy
12. Takes every occasion to offer assistance
13. Takes “ownership” of guest problems until they are resolved
Disposition
1. Pre-emptive and has an eye for detail
2. Remains calm despite working in a high pressure environment
3. Excels in time sensitive situations and balances competing demands
4. Strong personal resilience
5. Committed to the development of staff
6. Is enthusiastic regardless of the repetitive nature of some tasks
7. Maintains a welcoming and friendly character despite personal/outside influences
8. Friendly and eager to work as part of a team
9. Professional work ethic with a strong emphasis on discretion
10. “Can do” attitude
11. Remains attentive even when tired
Integrity
1. Displays honesty in all situations
2. Reports any dishonest actions observed or known
3. Speaks positively about guests, other team members and our business in all situations on and off property
4. Reports all guest complaints and compliments to Supervisor
5. Provides information others need to succeed, in time for them to use it
6. Adheres to Company and Departmental guidelines and standards
7. Shares with next shift the information needed for them to succeed
Dependability
1. Reports to work as scheduled and on time
2. Complies with Attendance Policy
3. Practices teamwork and offers support and assistance to other team members and departments
4. Acts to protect and preserve company property. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair. Reports defective or broken equipment and furnishings
Physical Demands
1. While performing the duties of this position, the team member is frequently required to stand; walk; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The team member will be required to maintain a positive facial expression and body language for long periods of time. The team member must occasionally lift and/or move up to 15kgs.
2. The Team Member will be required to meet all appearance guidelines while on duty.
3. These physical demands described are representative of those that must be met by a team member to successfully perform the essential functions of this position.
Supervisory Responsibilities
Responsible for the management and supervision Pit Managers, Pit Supervisors and Dealers
Work Environment
1. Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances
2. Must be able to tolerate second hand smoke
3. The noise level in the work environment is usually loud. Will be exposed to electrical and other hazards.
4. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.
KEY PERFORMANCE INDICATORS:
1. Customer service
2. Game integrity and asset protection
3. People management
QUALIFICATIONS:
I. Experience
1. 4 years managerial experience in gaming industry; table games experience is essential
2. The majority of the team member’s time will be spent in public contact with guests and other team members; therefore experience in serving the public, performance arts, public speaking or any activity involving public contact is preferred.
3. Good business knowledge in relation to gaming
4. Experience in Asian gaming markets highly desirable
5. Extensive knowledge of Responsible Gaming and Self Exclusion policies.
II. Education
Degree or progress toward a tertiary qualification in Management or appropriate discipline desirable
III. Skills / Competencies / Attributes
1. Proven customer focus
2. Strong written and verbal communication skills
3. Ability to manage self and time to achieve multiple outcomes, including the ability to balance competing demands
4. Strong problem solving capability; proven dispute resolution skills
5. Ability to communicate effectively with customers and staff at all levels and from diverse backgrounds
6. Knowledge and understanding of games’ rules and relevant gaming regulations
7. Ability to understand and react to the local gaming market
8. Strong awareness of game security and proven ability to understand and interpret financial data and behaviours in order to analyse and identify suspicious activity
9. Commitment to the Gaming profession
10. Business acumen, particularly in relation to the gaming market and competitor analysis
11. Ability to achieve and maintain responsible gaming ambassador qualification on an annual basis.
12. Committed to self-development and the development of staff
13. Congenial disposition and team player attitude required.
14. Proven ability to handle pressure
15. Strong personal resilience and self-awareness