OVERVIEW OF POSITION
The Assistant Operations Manager supports the Club Manager/ Operations Manager in overseeing daily floor operations, ensuring service excellence, staff leadership, and the smooth running of electronic gaming systems. This role involves assisting with managing workflows, maintaining compliance with regulations, and optimizing resources to achieve operational goals. The Assistant Operations Manager helps drive customer satisfaction and operational efficiency while contributing to staff development and performance management.
KEY DUTIES AND RESPONSIBILITIES
Duties may include but are not limited to:
- Assist the Operations Manager in managing day-to-day gaming operations to ensure seamless activity.
- Support the scheduling and supervision of staff to ensure appropriate floor coverage and operational efficiency.
- Help maintain compliance with gaming regulations and company policies, staying informed about industry updates.
- Assist in monitoring gaming machine performance, ensuring proper payouts, and handling any technical or operational issues.
- Assist in workforce management, including staff selection, training, coaching, and performance appraisals.
- Provide support in maintaining security protocols and safeguarding company assets, guests, and employees.
- Prepare and submit daily reports on shift activities, customer status, and gaming performance.
- Help manage customer service issues by resolving complaints and ensuring guest satisfaction.
- Collaborate with the marketing department to support the execution of promotional programs.
- Assist in monitoring and controlling inventory, including gaming machines, supplies, and equipment.
- Maintain a clean and comfortable environment by ensuring proper maintenance of equipment, lighting, and overall atmosphere.
- Coordinate with other departments (e.g., security, surveillance) to ensure smooth operations.
- Perform other reasonable duties assigned by the direct manager.
KEY FUNCTIONS
Operational Support
- Assist in overseeing the daily gaming operations to ensure compliance and efficiency.
- Monitor equipment performance and collaborate with the technical team to resolve issues.
Staff Supervision and Development
- Assist in supervising the gaming floor staff, including scheduling, training, and performance management.
- Ensure staff adhere to company policies and maintain high standards of customer service.
Customer Service
- Provide excellent customer service by addressing guest needs and resolving any issues promptly.
- Support in managing customer inquiries, ensuring a high level of guest satisfaction.
Compliance and Security
- Ensure all gaming activities comply with regulatory standards and internal policies.
- Support the implementation of security protocols to protect assets and maintain a safe environment.
Reporting and Documentation
- Assist in preparing daily shift reports, machine maintenance logs, and guest feedback summaries.
- Ensure accurate record-keeping of gaming activities, equipment status, and staff performance.
QUALIFICATIONS INCLUDE THE FOLLOWING:
- Bachelor's degree in Business Administration, Finance, Hospitality, or a related field preferred.
- At least 3 years of experience at similar role or 3-5 years of experience as Shift Manager in Casino / E-Gaming Operation.
- Fluency English, second Language is plus.
- Strong understanding of Table Game, Slot Operation, Gaming Regulation and operational procedures.
- Excellent leadership and communication skills, with the ability to motivate and manage a team.
- Strong problem-solving skills and the ability to resolve issues quickly and efficiently.
- Ability to work under pressure in a fast-paced environment.
- Proficiency in Microsoft Office and familiarity with gaming management systems (CMS).
- Flexibility to work shifts, including nights, weekends, and holidays.
