Job Description

Job PurposeThe Assistant Gaming Manager will be responsible for the day-to-day management of the slots and tables operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards. The role will be responsible for the implementation of the Gaming plans for the unit with the aim of growing the profitability of existing slots and tables product offerings, creating great customer experiences for gaming patrons, and focusing on high levels of operational compliance in line with gaming regulations. The role will also work with the team to build and enable solid and engaged gaming talent to support the sustainability of gaming operations and enable the gaming vision.Key Performance AreasDelivered Gaming Operational Business Plan

• Facilitate the programme management, planning and delivery of the operational gaming milestones and deliverables for the business unit including objectives in the areas of Slots, Tables, VIP services
• Develop a customer value proposition, plan and standards for Gaming operations
• Provide input into present and future products by determining and evaluating current and future customer trends and preferences
• Develop a plan around the gaming customer experience at important touchpoints in the customers journey from arrival and throughout the customers experience
• Communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
• Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth
• Collaborate with marketing to develop VIP business/customer growth through acquisition and retention strategies and targets according to customer segmentation plans to take advantage of acquisition, retention and growth opportunities and achieve financial goals
• Facilitate the units VIP and/or cluster events calendar to support brand loyalty ensuring Sun as the brand of choice for gaming customers
• Compile plans and manage the implementation of any new projects and offerings within gaming operations
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers, dealing with and resolving escalations
• Reports on the results of the function including Gaming Board reports; Monthly Financial Review reports; Risk Reports; Month end reports; FIC reporting

Gaming Standards & Governance

• Monitor, communicate and embed gaming standards and processes at unit level
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Align practices with gaming regulations and requirements
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
• Conduct weekly walkabouts of all gaming areas, both front of house and back of house areas to monitor compliance
• Ensure all staff are trained and found competent against regulatory requirements
• Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
• Monitor that all security protocols have been adhered to
• Monitor audit results and manage that remedial action is taken to ensure compliance

Gaming Product Offering

• Monitors gaming product statistics and business intelligence, and makes recommendations to address opportunities and gaps
• Collaborates with Technical in compiling the gaming product strategy ito optimal product mix and pricing for the unit
• Oversee the planning and implementation of the floor layout to maximise gaming play
• Oversee the evaluation of technology and motivate new enhancements to improve the guest experience and maximise gaming revenue
• Monitors Top 10 and 100 players slots play to understand product performance and demand
• Oversee the planning, co-ordinating and implementing of approved projects in gaming and technology in line with deadlines and budget requirements
• Understand the gaming customers expectations and brand relevance including product, pricing, and offerings available in the market
• Collaborate with Gaming Manager to build objectives and processes that will engage gaming customers in delivering products and services in line with their expectations
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the gaming product offerings are innovative and exciting
• Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the gaming environment
• Monitor products, service offerings and displays across the gaming floor are aligned to responsible gambling standards
• Monitor customer service feedback with regards quality and service within gaming areas
• Measure success and return on investment of products and services and raise challenges when not achieved

People Management

• Lead and motivate the team and promote positive working relationships, direction and support
• Lead departmental communication ensuring employee and management interaction
• Measure and develop plans to enhance employee engagement ** Identify and manage training, coaching and development requirements in line with business plans, e.g. skills shortages, succession plans, talent management
• Ensure competent levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan to build the talent pipeline within operational management
• Performance Manage and coach reporting managers to ensure KPAs are achieved
• Manage employee relations within the Sun Central facility (monthly meetings with Union - formalised, minuted, issues addressed).

Budget managementManage the following financial requirements for the Gaming operational areas including:

• Recommended budgets and PIP forecasts for gaming operations
• Conducts analyses and makes recommendations for optimisation of costs and opportunities for revenue enhancement
• Financial reporting on projects and initiatives
• Completes the following monthly reports:

• Audit reports (all areas)
• Risk reports
• Analyze customer preference data reports from CRM on an ongoing basis
• Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets.

Customer Experience Management

• Develops a customer experience for gaming operations in line with the unit strategy and guest feedback
• Monitors customer experience standards and addresses gaps, dealing with escalations / complaints
• Manage the product and service standards across the gaming floor, including the Prive and Sun Lounge operating areas
• Manage and conduct meet and greet processes on the property
• Plan, manage and communicate on campaign objectives and plans to gaming operations team for co-ordination and implementation
• Develop and implement guidelines for the transportation of VIP customers, conduct room checks and assess hotel room readiness and standards for VIP gaming customers
• Audit the customer database integrity and maintenance of the system as a central point of all gaming customer information, and raise identified issues

Customer Relationship Management

• Manage the end-to-end gaming customer experience (as well as the experiences for VIP and hosted gaming customers)
• Initiate personalised offerings in line with customer preferences
• Align campaigns and efforts with customer value accounts across acquisition, retention and growth segments
• Engage with all gaming customers and pay special attention to VIP customers, providing a customer experience that will support brand loyalty and ensure Suns casinos as the brand of choice
• Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Host and entertain VIP gaming customers as required
• Promote a culture that maintains the confidentiality of customers information in all gaming and CRM systems
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates.

Stakeholder relationship management

• Liaises with Marketing Manager to develop retention and acquisition campaigns
• Communicates campaign objectives and plans to gaming floor managers for co-ordination and implementation
• Communicates departments objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements to other relevant operating departments
• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Participates in gaming meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.

Education

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred

Experience

• Minimum of 8 years experience within the casino industry; including 3 years in a management position.
• Meets the requirements for a key Gaming Licence
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Visual acuity and ability to identify colours

Skills and Knowledge

• Core and Personal Behavioural competencies:
• Deciding
• Analysing
• Taking action
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships)
• Relating (connecting, valuing diversity, interacting)
• Integrating
• Leading People
• Applying expertise and technology
• Maintaining focus
• Emotional maturity

Technical / Proficiency competencies:

• Gaming operational mgmt including slots, tables
• Gaming equipment usage, care and maintenance
• Gaming regulations, Labour & risk legislation
• Gaming Revenue forecasting & analysis
• Financial & Business acumen
• Team Planning
• Digital Acumen
• Risk management
• Project management
• Knowledge of Gaming Marketing
• Networking skills
• BI acumen

EquityPreference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.POPI StatementPlease note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy statement. Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.

Sun International