Casino Manager - Plymouth

Casino Manager - Grosvenor Plymouth

Department: Operations

Date of Completion of Job Description: November 2018

Reports To/Line Manager: Operations Manager Gaming

Number of Direct Reports: Day to day management responsibility for all present on each shift.

Game Card Responsibilities: To meet specific job objectives agreed in the appraisal in order to achieve Game Card targets.  

Hours: The role holder will be required to work such hours as may be necessary to meet the objectives of the role.

Days of Work: The role will be based around the role holder working five-day week (Monday to Sunday) working shift patterns that are necessary for the needs of the business.

Job Purpose

To manage the gaming team, over all gaming activities within the club.  To provide a fair, professional, and compelling offer to club guests and customers. Recognising individual customer gaming needs and requirements are constantly met while in club.

Key Accountabilities

• Managing the whole club during any given shift, for and on behalf of the General Manager/OM.
• Responsible for the supervision and organisation of the gaming team including dealers.
• To ensure the optimum performance levels of the dealer team, delivering the Grosvenor success measures e.g. margins and dwell times
• To set and adhere to the Grosvenor table procedures and policies, providing the prescribed level of supervision, scrutiny and security on the gaming floor.
• Through the gaming team drive the success of the Rank Omni Channel/Digital offer
• Ensure strict adherence to the current UK gaming rules and legislation regarding responsible gambling and Rank’s internal policies.
• Accountable for and maintaining accurate cash records, with all cash, chips and vouchers being secured and thereby accounted for.
• Promoting and role modelling the STARS values in the daily execution of the CM role.
• Upholding the company’s commitment to the protection of young and vulnerable people, in accordance with the company’s responsible gambling policy and procedures.

Team

• To train develop and constantly improve dealer efficiency, accuracy and interaction skills with the customers.
• Building a multi skilled and flexible gaming team, capable of easily switching games to meet the current customer demand.
• Manage the rotation, breaks and shift patterns for the gaming team. In line with the demand driven table plans.
• Accountable for undertaking regular performance reviews of team members, providing coaching and training to achieve improved performance.
• Assist the Operations manager gaming in the resource planning, recruitment, selection, and induction of new gaming team members.
• Assist the Operations Manager Gaming in encouraging a training, coaching and feedback culture within Club and specifically the gaming team creating development pathways to aid internal succession and Team engagement.
• Promoting equality and fairness in the application of people management practices including sickness and absence guidelines, performance management and all aspects of the investigation and disciplinary processes.
• Assist in efficiently managing rotas and gaming coverage for the team members, and subsequent labour cost targets

Customer

• Actively developing professional relationships with customers through regular contact and dialogue ensuring all conversations that are in compliance of Responsible Gambling (RG), Know Your Customer (KYC) and Due Diligence (DD) processes are conducted and documented appropriately.
• To provide the customer with a fair and transparent gaming experience. While being empathetic to their needs.
• Responsible for presenting the gaming area and gaming team to the highest standards of the appearance.
• Responsible for dispute resolutions on the gaming floor and concluding to a satisfactory conclusion.
• Encourage customer engagement with E Gaming and the Grosvenor on line offer.
• Responsible for communicating the latest events, offers and gaming releases to the team. Thereby to build the knowledge and skills of the team across all the gaming activities.
• Supporting the Regional VIP Manager to carry out the duties of their role.
• Being knowledgeable on all aspects of the online offering across all distribution channels (to include but not exclusive to: sign up offers, registration and deposit process, navigation, game content and account features).
• Working with the GM, Operations Manager Gaming and the team to achieve the online cross-sell target and be responsible for ensuring the club hits the Game Card target.