SKEY FUNCTIONS
Human Resource Development
• Ensure efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labour costs;
• Take an active interest in the Operation department’s workforce recruitment, training, development and performance;
• Ensure all staff present themselves for work in the appropriate uniform and condition;
• Ensuring staff motivation and performance is of the highest priority;
• Provide the necessary counselling and/or disciplining of staff as required;
Guest Comfort
• Handling and resolving all customer complaints and requests;
• Ensuring the highest levels of customer service and standards are maintained at all times;
• Ensuring a consistent comfortable environment. This includes, but is not limited to, ensuring consistent temperatures and air flows, cleanliness, lighting, music volume, animation displays, etc.
• Ensuring guest comforts are provided to the highest standards;
• Approving the allocation and redemption of Guest Complimentary items as per Standard Operating Procedures;
Operation Management
• Ensuring adherence to all Policies and Procedures.
• Ensuring the continual operation and maintenance of all EGMs.
• Co- ordinating the prompt reporting and repair of all EGM faults
• Ensuring adequate security and correctness of all EGM payments and monies.
• Monitoring Machines performance and statistics to recommend game changes to the General Manager for consideration.
• Ensuring the E- bet Gaming System remains fully operational providing the required data when requested.
Cage & Count Management
• Integrity of monies received from and paid out to guests via the cashier desk
• Verifying Count Details to the E- bet Gaming System and the ensuring accuracy thereof.
• Ensuring adherence to Machines Clearance and Count Procedures by staff.
• Verifying and dealing with the daily issue and balancing of Cashier Floats
• Ensuring the overall safety and security of all monies handled through the Cage and Count
MANAGEMENT REPORTING
Responsible for Daily management reports including:
• EGM Maintenance Reports
• Shift Reports
• All other material required to ensure an effective line of communication.
• Health & Safety Reports
• Guest Feedback, complaint and compliments
General Requirements
• Be assigned, from time- to- time, to special projects that are being undertaken;
• Assist in appraising the department’s activities- monitoring and evaluating performance.
• Provide advice in conjunction with the Shift Manager on the development of the department’s objectives, policies and programs;
• Attend regular management meetings;
• May be called to deputise for the Shift Manager during leave of absence for annual, long service or educational leave;
Decision Making
• Devises solutions to operational issues to achieve goals and objectives.
• Identifies processes and procedures which require action to mitigate risk.
• Provides advice and an operational framework in relation to the running of the operation.
• Has the authority to handle and decide on the most relevant course of action for a guest dispute as per Standard Operating Procedures.
• Has the authority to authorise the use of guest complimentary accounts as per Standard Operating Procedures
Problem Solving
Nature of Assignment – Work consists of broad functions and processes such as:
• Planning and leading efforts to address issues in areas where precedents do not exist; and
• Identifies and solves problems straight away with minimum of fuss and inconvenience to the guest.
• Establishing new concepts and approaches.
Working Relationships
Difficulty and Originality Involved – The Assistant Shift Manager makes continuing efforts to develop new concepts, theories, or programs, or to solve problems that have previously resisted solution.
What Needs To Be Done – The Assistant Shift Manager decides what needs to be done by conducting extensive investigation and analysis of largely undefined factors and conditions to determine the nature and scope of problems and to devise solutions.
• Has a range of relationships with the other Assistant Shift Managers, Shift Manager, employees, other departmental managers, and representatives of associations, Unions, Government, and the community often in unstructured settings.
• Uses these relationships to influence and persuade employees, managers and others to accept and implement recommendations and decisions. May encounter resistance as a result of issues such as organisational conflict, competing objectives, or resource problems.
Position Guidelines
• The Assistant Shift Manager maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.
• The Assistant Shift Manager apprises the Shift Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the operational or strategic plan.
• The Assistant Shift Manager oversees all programs, services and activities to ensure that objectives are met.
• The Assistant Shift Manager is responsible for maintaining high standards for all operational employees.
• The Assistant Shift Manager keeps the Shift Manager apprised of the day to day occurrence of the shift climate, identifying problems either actual or anticipated, communicates with employees, and offers consultative assistance as well as sharing responsibility for organisational development.
• The Assistant Shift Manager maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.
The characteristics of a successful Assistant Shift Manager include honesty, straightforwardness, integrity, accountability, leadership and dedication. He/she must demonstrate interpersonal relations skills, be a good communicator, be administratively competent and be able to communicate the department&039;s vision.
Personal Characteristics / Competencies
Qualifications include the following:
• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form,
• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Knowledge of database software.
• Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
• Management experience in slot operations and thorough knowledge of all casino games and casino operations to include electronic table games.
• Bachelor’s degree from college or university; and a minimum of 3- 5 years’ experience in a comparable table games/slot operations management position; or equivalent combination of education and experience.
• Excellent communication skills both written and oral. Ability to: read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers and the general public.
• Results oriented, hands- on professional with the ability to interact effectively with the public, staff and colleagues.
• Must demonstrate leadership and fairness in dealing with customers and employees; and, possess the ability to instill a sense of pride and personal responsibility in staff.
• Familiar with the player tracking system.
• Ability to interpret a variety of technical and mathematical formulas.
• Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Previous customer service experience preferred.
Core Capabilities – Leadership and People
NEGOTIATING/INFLUENCING/PERSUADING
INSPIRING/MOTIVATING OTHERS
Establishing rapport with significant individuals to influence and gain desired outcomes.
Behavioural Indicators: Establishes rapport with influential individuals; Gathers relevant background information; Establishes desired outcome; Seeks input from influential individuals; Addresses issues and concerns; Establishes benefits of own position; Establishes agreement and shared purpose; Seeks and secures ownership; Clarifies next steps.
Enthusiastically sharing goals and plans to inspire high levels of achievement.
Behavioural Indicators: Shares goals and plans enthusiastically with others; Clarifies how individuals contribute to big picture; Seeks to build on strength in others; Sets challenges that stretch and engage others; Adjusts style to impact effectively on each individual; Adjusts rewards to suit individual preferences; Checks for individual satisfaction.
REPRESENTING THE ORGANISATION
Behavioural Indicators: Communicates in a manner that is consistent with organisational values; Demonstrates knowledge about the organisation; portrays a professional image; Generates enthusiasm among others for the organisation; Communicates in a manner that reflects positively on the organisation.
Communicating in a professional manner that is a consistent, positive reflection on the organisation.
DEVELOPING RELATIONSHIPS
Behavioural Indicators: Communicates easily around topics of mutual interest; Builds trust through managing and delivering on expectations; Establishes contact regularly with key contacts; Communicates that the contract is valued and important; Seeks out opportunities to mix with other key people; Builds rapport with key internal people; Seeks to build rapport with key external people.
Building and maintaining trusting relationships with others.
FOCUSING ON THE CUSTOMER
Behavioural Indicators: Communicates effectively with customer to identify their needs and objectives; Demonstrates a clear concern for customers, responding rapidly to customer requests; Anticipates and consistently strives to exceed customer expectations; Understands and adapts to customers changing needs; Follows up with customers to ensure satisfaction; Demonstrates importance of customers by making their satisfaction a higher priority than other issues.
Core Capabilities – Achieving Results
Communicating and focusing on the needs of the customers whilst striving to exceed their expectations.
DRIVE FOR RESULTS
Core Capabilities – Environment and Culture
Striving for optimal results and goal achievement.
Behavioural Indicators: Focuses on the most important goals; Pushes through barriers to achieve results; Establishes actions, timetables and consequences; Strives to complete work on or before deadlines; Demonstrates a strong desire for accomplishment; Adapts pace of work to meet business demands.
EMOTIONAL RESILIENCE
PASSION FOR ROLE / INDUSTRY
Behavioural Indicators: Keeps up to date with relevant trends and applies these at work; Seeks knowledge and information to enhance competence in role; Goes beyond role expectations; Demonstrates dedication to work, giving it appropriate priority; Demonstrates an interest in the future of the organisation; Seeks opportunities to enhance role / organisation / tasks.
Coping effectively with work setbacks and stress.
Demonstrating a dedicated work approach which reflects genuine interest for the work and the future of the organisation.
Behavioural Indicators: Ensures stress/pressures don’t impact on performance and productivity; Avoids emotional outbursts; Deals effectively with setbacks; Maintains a firm stance on ideas/decisions when appropriate; Works well with minimal support.
CONVICTION AND COURAGE
Questioning ideas and rationale, advocating own view and taking the responsibility for difficult decisions.
Behavioural Indicators: Advocates and defends own position; Takes responsibility for difficult decisions; Takes charge of difficult situations; Prepares to challenge the status quo; Questions ideas and rational advanced by others; Puts the organisation interests first.
DEALING WITH AMBIGUITY
Working effectively in times of uncertainty, taking action and making educated judgements without the assistance of others.
Behavioural Indicators: Adapts to changing situations; Works effectively without precedent; Makes decisions/takes action in times of uncertainty; Focuses on what is important; Defines and clarifies situations; establishes what needs to be done without direction.
COMPUTER SKILLS
Incumbents must have a general knowledge of Microsoft Office Applications, the E- bet Gaming System applications and any other computer application as required to perform duties.
