OVERVIEW OF POSITION
The Club Manager is responsible for overseeing the day-to-day operations of the club, ensuring service excellence through exceptional customer experience, effective colleague leadership, operational efficiency, and continuous performance improvement, ensuring regulatory compliance, and fostering a high-performing team. In general, this role will oversee all operational functions and coordinate with other functions including EVS, Maintenance & Facilities, Cage, Food & Beverage and other departments, to ensure seamless club operations and compliance with company standards.
The incumbent is accountable for achieving operational goals through effective workforce planning, cost control, inventory management, and operational oversight. The role also supervises the preventive maintenance and repair of all electronic gaming machines, ensuring accurate documentation for machine installation, removal, replacement, configuration, payout schedules, and record retention in accordance with regulatory and company requirements.
This position reports directly to a Cluster Club Manager. Incumbents, allocated with specific portfolios, will be prepare operational reports as requested by the Cluster Club Manager or General Manager and provide recommendations to improve policies, operational processes, and business initiatives.
KEY DUTIES AND RESPONSIBILITIES
Duties may include but not limited to:
- Manages day-to-day E-gaming club operations to ensure seamless E-gaming activities.
- Optimizes workflows and enhance operational effectiveness in collaboration with department heads.
- Leads and motivates a diverse team, fostering a positive and collaborative work environment.
- Ensures strict adherence to gaming regulations, stays informed about industry developments, and addresses compliance issues proactively.
- Collaborates across departments to uphold service standards, manages budgets effectively, implements cost saving measures, and oversees security protocols for guest and asset safety.
- Provides direct supervision of all electronic table games, slot gaming machines and staff in operation during assigned shifts. Complies with all games procedures and policies as outlined in the department, obey the company manuals, act in accordance with Internal Controls and monitors for compliance.
- Be responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based upon business needs.
- Reports shift activities daily and coordinates with other shifts; including customer's activities and playing status; gaming status; and any unusual activities.
- Assists in monitoring electronic gaming tables and slot payouts to ensure proper amounts are being paid to customers.
- Recommends changes to game spread / mix and staffing.
- Maintains game security and always protects company assets.
- Supervises the Slot Attendants, including ongoing training, coaching, counseling, and rewarding performance;
- conducts timely performance appraisals, and completes related paperwork and maintains employee's files and
- documents in a secure office.
- Monitors the flow of the operation staff on the floor, ensures that there is proper coverage in all areas; redirects staff when needed to ensure proper floor coverage.
- Assists in staff selection, training, recognition, separation of employment and other human resources related issues.
- Completes understanding and adhering to the disciplinary policies including but not limited to coach and counsel staff and the use of the progressive discipline to modify performance.
- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
- Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
- Effectively handles customer concerns and requests.
- Addresses and manages complaints, grievances, or concerns from employees.
- Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
- Ensures that staff behavior and appearance are following established standards.
- Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.
- Always maintains complete confidentiality of all company information.
- Participates in meetings and training as required.
- Performs all job duties in a safe and responsible manner.
- Performs other duties as may be assigned by department and/or company management.
- Works closely with Marketing Department in the establishment of electronic gaming promotions programs which are unique, exciting and revenue, profit generating.
- Establishes internal operating procedures with Surveillance and Security departments and any additional safeguards as necessary to protect Club assets, customers, employees and property.
- Performing other duties assigned by the Management Board in an orderly and efficient manner.
General Requirements
- May be called to deputy for the Cluster Club Manager or General Manager during leave of absence for annual, long service or educational leave.
- Attends regular management meetings.
- Be assigned, from time-to-time to special projects that are being undertaken.
- Provides advice in conjunction with the Cluster Club Manager/ General Manager on the development of the department's objectives, policies, and programs.
- Assists in appraising the department's activities - monitoring and evaluating performance.
Position Guidelines
- Keeps the Cluster Club Manager/ General 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 organizational development.
- Maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.
- Apprises the Cluster Club Manager/ General Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the operational or strategic plan.
- Be responsible for maintaining high standards for all operational employees.
- Oversees all programs, services, and activities to ensure that objectives are met.
- Maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.
QUALIFICATIONS INCLUDE THE FOLLOWING:
- Bachelor's degree from university; and a minimum of 5-7 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.
- Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret a variety of technical and mathematical formulas.
- Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form
- Ability to analyze and develop time lines, project resources, monitor and evaluate results.
- Ability to develop and implement policies and procedures.
- Ability to deal effectively with the general public and Club employees.
- Excellent customer service skills.
- Ability to write reports and maintain electronic games files and employee schedules.
- Ability to develop and implement training needs for employees and Club members.
- Management experience in slot operations and thorough knowledge of all Club games and Club operations to include electronic table games.
- Knowledge of database software.
- Familiar with the CMS.
- Results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues.
- Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.
- 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.
- Previous customer service experience preferred.
- Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.
- Incumbents must have a general knowledge of Microsoft Office Applications, the CMS applications and any other computer application as required to perform duties.
