Job Description - Luda Colleague

Job Title

/ Colleague

Reports To/Line Manager

/ General Manager

Number of Direct Reports

/ None

Budget responsibilities

/ None

Location

/ Venue specific

Hours

/ Between8 and39 hours

Days of work

/ Monday to Sunday as required
This will be flexible when operational requirements demand this (e.g. to cover holidays).

Job purpose

/
  • Focusing on the customer and delivering an exceptional customer service experience.
  • Supporting and contributing to the effective operation of the business as a member of the Luda team.
  • Demonstrating the STARS Values in all that they do.

Main Accountabilities and Responsibilities / Service
  • Delivering an exceptional experience for every customer every time they visit.
  • Adapting the service offered to match the needs of different customers at different times.
  • Being flexible - working across all departments to efficiently manage the customer flow.
  • Engaging with customers to create a sociable, happy, friendly, relaxed and welcoming atmosphere. .
  • Building rapport with all types of customers.
  • Communicating to colleagues and customers clearly and effectively – not using jargon.
  • Welcoming customers when entering the venue and thanking them as they leave.
  • Dealing with customers with respect and ensuring their needs are met.
  • Taking ownership for dealing with customer enquiries and complaints effectively.
  • Ensuring that new customers are introduced to the venue in a simple and effective way.
  • Selling with service – making recommendations to exceed customer needs.

Gaming Legislation and Compliance
  • Complying with all company rules, procedures, guidelines and standards at all times.
  • Working in accordance with all Gaming and Statutory regulations at all times.
  • Demonstrating a commitment to responsibility to our customers – helping them to “keep it fun”.

Slot Machines
  • Ability to guide and advise customers on all aspects of the Slots product and experience:
  • Ensure they obtain full knowledge of all Slots cabinets and games content & features.
  • Ensure they obtain full knowledge of all slots payment systems
  • Checking machines before opening to ensure that they are fully operational.
  • Refilling Ticket Redemption Stations and Slot machines as required, with the support of a colleague.
  • Identifying and logging any faults that require an engineer; assisting the engineer on site with repairs.
  • Assisting in any daily, interim and weekly machine emptying procedures.

Gaming
  • Demonstrate full knowledge of Electronic Bingo Terminals in terms of operation and game content.
  • Demonstrate full knowledge of the Bingo Games played & Cash Links – using the mic where required.
  • Ensuring that the rules of play are followed.
  • Issuing of prize money to customers in accordance with company procedure.

Food and Beverage
  • Full knowledge of daypart menu, party packages and menu offers and be able to explain all aspects of the menu to customers.
  • Preparing and presenting food in accordance with food hygiene regulations.
  • Preparing all equipment for opening, ensuring all displays and fridges are fully stocked and appropriate for the daypart offer.
  • Reconciling floats and cash taken with till readings, at designated times.
  • Clearing and tidying servery, displays, equipment, tables and storage areas as required.
  • Collecting and washing crockery, cutlery and glasses.
  • Serving customers at their location, if required.
  • Recording all wastage in line with company guidelines.
  • Ensuring that all equipment is clean, undamaged and safe for use.
  • Assisting with the storage and movement of all deliveries.
  • Rotating stock in line with the company guidelines
  • Reporting to the Duty Manager if stocks are low and fulfil order if required
  • Understand current COSSH regulations and correct use of chemicals.
  • Completing in line with company requirements, daily temperature logs, checklists and associated paperwork.

Teamwork
  • Attending and contributing positively to team huddles and briefings.
  • Supporting in the induction and training of new colleagues as required.
  • Praising and encouraging other colleagues through regular feedback.
  • Demonstrating teamwork – always looking for ways to support their colleagues to ensure the efficient running of the venue.

General
  • Responsibly drive income to support the success of the venue.
  • Ensuring customer safety whilst working and ensuring any potential hazards are identified and reported.
  • Applying the principles of Health and Safety legislation to all aspects of customer and colleague welfare.
  • Applying company security procedures and ensuring that all cash handling is secured at all times.
  • Ensuring that the venue is clean, tidy and safe at all times.
  • Ensuring that the toilets within the venue are checked on a regular and agreedbasis and are clean, tidy and safe.
  • Fulfilling all administrative requirements as required by the General Manager
  • Wearing correct company uniform and ensuring adherence to all company presentation and hygiene requirements at all times.
  • Providing information as requested by representatives of the Gambling Commission, Statutory and Company officials.
  • Complying with the reasonable requests of the management team including duty managers.

Duty Manager & Keyholder Grade
  • Supervise the team in the absence of the General Manager and Support Manager
  • Act as key holder in the absence of General Manager and Support Manager

Knowledge, Expertise and Qualifications /
  • Previous experience in gaming, leisure, catering and/or retail.
  • Previous customer service experience (internal or external but must be able to demonstrate experience and how it can be applied in this business
  • Complete the Duty Manager Assessment for the venue
  • Hold a current First Aid Certificate

Personal Qualities /
  • Upbeat and has a positive demeanor and smiles.
  • Friendly, makes eye contact and is attentive to others.
  • Down to earth, articulate, confident and doesn’t use jargon.
  • Adaptable and builds rapport with different types of customers, is flexible and remains calm.
  • Efficient, knows what they’re talking about, capable and customer focused.

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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.