Gaming Supervisor
The Rank Group
Hanley, United Kingdom
6d ago

Job Description

Grosvenor Casino, Stoke

Customer Service The role holder will responsible for :

  • With the rest of the Pit Team assist those customer that wish to play to actually be seated at a table i.e. driving table occupancy.
  • Adopting and implement the agreed customer service standards of the organisation. ยท Engaging with customers, build relationships, listen to their views.
  • Treating customers with respect, recognising the customers as individuals and anticipate their needs.
  • Resolving issues and disputes in a fair and equitable manor by using all available information, reaching decisions that treat customers consistently and fairly.
  • Having an in-depth knowledge of customer activity on both slot machines and Electronic Roulette by regularly communicating with the EGT.
  • Ensuring the maximum provision of Gaming Tables based on the number of staff provided and assisting those customer requiring help to play the games in comfort and with confidence.
  • Always asking the customer for their Play Points card and actively encourage the customer to use the card.
  • Advising and assisting customers in understanding how the Play Point loyalty system works so that the customer is able to make the most of their experience at the casino.
  • Qualifications

  • Experience leading and supervising gaming teams on the floor in a direct capacity or as part of a recent career development plan - Pit craft course (internal candidates) - Evidence of ongoing coaching and mentoring of direct reports - Familiar with Neon including completion of Major Player reporting and Neon analytics - PFL holder
  • Additional Information

    40 hours a week

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