Job Description The role holder will be responsible for: Running the pit and other gaming activities.
Supporting and managing the gaming team to provide the best customer experience.
Optimising the efficiency of the gaming operation, ensuring sufficient availability of gaming products and 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 them 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 clarity of performance expectations supported with effective feedback, coaching, and being open to challenge where this can improve performance.
Implementing ongoing daily coaching 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 ensure 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 pose a threat to the security of staff, customers, or company assets.
Regularly inspecting gaming equipment to maintain secure operation and ensuring any irregularities 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.
Qualifications 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.
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