OVERVIEW OF POSITION
The Shift Manager is responsible for the achievement of business objectives through the deployment of staff resources and the general management of the Shift's operation. Incumbents, allocated with specific portfolios, will be required to prepare such reports as may be requested by the General Manager and will advise on the effectiveness of policies, operations and new programs.
DAILY MAJOR RESPONSIBILITIES
- Provides direct supervision of all electronic table games, slot gaming machines and staff in operation during assigned shift. Comply with all games procedures and policies as outlined in department, obey the company manuals, act in accordance with Internal Controls and monitors for compliance.
- Responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based upon business needs.
- Reports shift activities on a daily basis and coordinates with other shifts; including customer's activities and playing status; gaming status; and any unusual activities.
- Assists in monitoring electronic gaming table and slot payouts to ensure proper amount are being paid to customers.
- Recommends changes to game spread / mix and staffing.
- Maintains game security and protects company assets at all times.
- 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 Attendants 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 in compliance with established standards.
- Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.
- Maintains complete confidentiality of all company information at all times.
- 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.
KEY FUNCTIONS
Human Resource Development
Guest Comfort
Operation Management
Cage & Count Management
MANAGEMENT REPORTING
General Requirements
Decision Making
Problem Solving
Personal Characteristics / Competencies
Core Capabilities – Leadership and People
NEGOTIATING/INFLUENCING/PERSUADING
INSPIRING/MOTIVATING OTHERS
REPRESENTING THE ORGANISATION
DEVELOPING RELATIONSHIPS
FOCUSING ON THE CUSTOMER
Core Capabilities – Achieving Results
DRIVE FOR RESULTS
Core Capabilities – Environment and Culture
EMOTIONAL RESILIENCE
PASSION FOR ROLE / INDUSTRY
CONVICTION AND COURAGE
DEALING WITH AMBIGUITY
COMPUTER SKILLS
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