Casino Operations Manager (COM)

Job Description

The accountabilities outlined in this job description will be amended from time to time in order to reflect changes in business requirements

Job Title

/ Casino Operations Manager (COM)

Department

/ Operations

Date of Completion of Job Description

Reports To/Line Manager

/ General Manager (GM)

Number of Direct Reports

/ tbc

Location

/ Club specific

Hours

/ The role holder will be required to work such hours as may be necessary to meet the objectives of the role.
The role holder will be required to work an agreed number of Duty Management shifts in order to meet the needs of the business.

Days of Work

/ The role will be based around the role holder working a five-day week (Monday to Sunday)

Business Needs

Job Purpose

/ The role holder will support the General Manager (GM) in leading, influencing and inspiring all Club Team Members to deliver an experience which ‘Excites and Entertains’ our customers. Casino Operations Managers (COMs) will thinkproactively and commercially about the drivers of business growth and create in conjunction with their peers, ambitious and deliverable action plans to achieve budgeted income and profit targets.

Main Accountabilities

/ Duty Management
  • In line with company procedures, take accountability for the smooth running of each casino shift and take decisions in the absence of the GM.
  • Carrying out effective daily management of all the aspects of the casino operation
  • Promoting and role modelling the STARS values in the daily execution of the COM role.
  • Maximising the club’s profitability, by managing effective and efficient gaming operations whilst maintaining the security of the premises at all times.
  • Providing daily communication to each department ensuring they are informed and empowered to meet the needs of the club on a day to day basis.
  • Upholding the company’s commitment to the protection of young and vulnerable people, in accordance with the company’s responsible gambling policy and procedures.
  • Ensuring compliance with all other regulatory and legislative requirements including Ranks internal policies.

Team

  • Management of the Club resource plan, ensuring proactive recruitment decisions are taken to meet establishment requirements.
  • Ensure all new Team Member receive a structured and engaging club induction focused on delivering the best customer experience.
  • Monitor compulsory training requirements via ‘My Hub’ and take appropriate steps to ensure full compliance.
  • Encourage a training, coaching and feedback culture within Club creating development pathways to aid internal succession and Team engagement.
  • Management of the annual appraisal review process to ensure that it is conducted appropriately, all training needs are established and development plans created.
  • 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.
  • Monitoring direct reports completion rates for probationary reviews, appraisals and general reviews and develop training plans for them to address generic development needs.
  • Manage and develop the Heads of Department (HODs) as delegated by GM.
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.
  • Driving customer service standards for each department through the Department Heads, identifying customer needs and acting on customer satisfaction feedback to ensure appropriate service provision to a range of customer expectations.
  • Implementing actions from the Marketing Brief ensuring that all local and national promotions are executedin line with brand standards.
  • Positively supporting and inputting into company and locally led promotional and marketing activity.
  • Identifying and acting upon locally generated marketing opportunities to drive profitable admissions.
  • Supporting the New Customer Sales Manager (NCSM) and 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 and team to achieve the online cross-sell target and be responsible for ensuring the club hits the Game Card target.
Gaming
  • Continually reviewing how to improve occupancy, margins and availability of all gaming products whilst taking timely and appropriate steps to address underperformance in all areas.
  • Regular review of performance and staking to ensure the Table Opening Plan (TOP) is meeting the levels of demand.
  • Consulting on a regular basis, in conjunction with the GM, the Head of Table Gaming, Poker or Electronic Gaming with regard to performance of the area, introduction of new initiatives and anything that may differ from the national format.
  • Support and liaise with the Customer Verifications teams to ensure sufficient levels of due diligence are in place for eligible customers.
  • Ensuring that the team is focussed on welcoming new customers and coaching them on the use of the table games, electronic product including slots and poker to improve the customer experience and staking on all gaming products.
  • Ensuring the team are aware of playing styles, issues relating to game security and team performance expectations to ensure customer and business needs are met.
  • Conduct and or ensure the completion of CCTV checks to aid developmental and remedial table gaming training.
  • Understanding the risks associated with operating a gaming product and ensuring that the team are continually mitigating these risks.

Knowledge, Expertise and Qualifications (relating to specialist knowledge and expertise required to undertake the role).

/

Essential

  • PML holder
  • Practised coach and mentor

Agreed by Current Job Holder

/

Name: Robert Flowers Signature Date

Agreed by Line Manager

/

Name: Delaney Gordon Signature Date30/01/2017

The contents of this job description are intended to act as an outline to the main responsibilities of this position. However, the post holder will be expected to carry out any other duties as requested by their line manager.