Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
The Assistant Gaming Manager will be responsible for the day-to-day management of the slots and tables operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards. the Ast Gaming Manager will help ensure that Meropa Casino remains the heartbeat of Limpopo, providing customers with an enjoyable and memorable entertainment experience.
Job Description
Job Purpose
The Assistant Gaming Manager will be responsible for the day-to-day management of the slots and tables operations and team for the business unit in line with gaming regulations, legislative requirements and Sun standards. The role will be responsible for the implementation of the Gaming plans for the unit with the aim of growing the profitability of existing slots and tables product offerings, creating great customer experiences for gaming patrons, and focusing on high levels of operational compliance in line with gaming regulations. The role will also work with the team to build and enable solid and engaged gaming talent to support the sustainability of gaming operations and enable the gaming vision.
Key Performance Areas
Job outputs & Qualities required (as per Job Profile)
Delivered Gaming Operational Business Plan
Facilitate the programme management, planning and delivery of the operational gaming milestones and deliverables for the business unit including objectives in the areas of Slots, Tables, VIP services
Develop a customer value proposition, plan and standards for Gaming operations
Provide input into present and future products by determining and evaluating current and future customer trends and preferences
Develop a plan around the gaming customer experience at important touchpoints in the customer’s journey from arrival and throughout the customer’s experience
Communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth
Collaborate with marketing to develop VIP business/customer growth through acquisition and retention strategies and targets according to customer segmentation plans to take advantage of acquisition, retention and growth opportunities and achieve financial goals
Facilitate the unit’s VIP and/or cluster events calendar to support brand loyalty ensuring Sun as the brand of choice for gaming customers
Compile plans and manage the implementation of any new projects and offerings within gaming operations
Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers, dealing with and resolving escalations
Reports on the results of the function including Gaming Board reports; Monthly Financial Review reports; Risk Reports; Month end reports; FIC reporting
Gaming Technical Standards & Governance
Monitor, communicate and embed gaming standards and processes at unit level
Align practices with new legislative compliance around health, hygiene, safety and the environment
Align practices with gaming regulations and requirements
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
Conduct weekly walkabouts of all gaming areas, both front of house and back of house areas to monitor compliance
Ensure all staff are trained and found competent against regulatory requirements
Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
Monitor that all security protocols have been adhered to
Monitor audit results and manage that remedial action is taken to ensure compliance
Technical Gaming Product
Monitors gaming product statistics and business intelligence, and makes recommendations to address opportunities and gaps
Collaborates with Technical in compiling the gaming product strategy ito optimal product mix and pricing for the unit
Oversee the planning and implementation of the floor layout to maximize gaming play
Oversee the evaluation of technology and motivate new enhancements to improve the guest experience and maximize gaming revenue
Monitors Top 10 and 100 players slots play to understand product performance and demand
Oversee the planning, coordinating and implementing of approved projects in gaming and technology in line with deadlines and budget requirements
Understand the gaming customer’s expectations and brand relevance including product, pricing, and offerings available in the market
Collaborate with Gaming Manager to build objectives and processes that will engage gaming customers in delivering products and services in line with their expectations
Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the gaming product offerings are innovative and exciting
Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the gaming environment
Monitor products, service offerings and display across the gaming floor are aligned to responsible gambling standards
Monitor customer service feedback with regards quality and service within gaming areas
Measure success and return on investment of products and services and raise challenges when not achieved
Budget Managements
Manage the following financial requirements for the Gaming operational areas including:
Recommended budgets and PIP forecasts for gaming operations
Conducts analyses and makes recommendations for optimization of costs and opportunities for revenue enhancement
Financial reporting on projects and initiatives
Completes the following monthly reports:
Audit reports (all areas)
Risk reports
Analyze customer preference data reports from CRM on an ongoing basis
Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets
People management
Lead and motivate the team and promote positive working relationships, direction and support
Lead departmental communication ensuring employee and management interaction
Measure and develop plans to enhance employee engagement
Identify and manage training, coaching and development requirements in line with business plans, e.g. skills shortages, succession plans, talent management
Ensure competent levels of staff meet operational level requirements (right fit for the job)
Source and Select talent as per EE plan to build the talent pipeline within operational management
Performance Manage and coach reporting managers to ensure KPA’s are achieved
Customer Experience Management
Develops a customer experience for gaming operations in line with the unit strategy and guest feedback
Monitors customer experience standards and addresses gaps, dealing with escalations / complaints
Manage the product and service standards across the gaming floor, including the Prive and Sun Lounge operating areas
Manage and conduct meet and greet processes on the property
Plan, manage and communicate on campaign objectives and plans to be gaming operations team for co-ordination and implementation
Develop and implement guidelines for the transportation of VIP customers, conduct room checks and assess hotel room readiness and standards for VIP gaming customers
Audit the customer database integrity and maintenance of the system as a central point of all gaming customer information, and raise identified issues
Stakeholder relationship management
Liaises with Marketing Manager to develop retention and acquisition campaigns
Communicates campaign objectives and plans to gaming floor managers for co-ordination and implementation
Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
Communicates any special guest requirements to other relevant operating departments
Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
Continuously engage with clients to establish and grow loyal relationships for SI
Coordinates the distribution of information to all relevant departments on the property
Participates in gaming meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.
Customer Relationship
Engage with all gaming customers and pay special attention to VIP customers, providing a customer experience that will support brand loyalty and ensure Sun’s casinos as the brand of choice
Track and analyze feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
Host and entertain VIP gaming customers as required
Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems
Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates
Job Requirements
Education
Grade 12
3 Year Degree / Diploma in Business Management is preferred
Experience
Minimum of 8 years’ experience within the casino industry; including 3 years in a management position.
Meets the requirements for a key Gaming License
Ability to work shifts that meet operational requirements
Physically able to move operating equipment
Visual acuity and ability to identify colours
Skills and Knowledge
Core and Personal behavioural COMPETENCIES
Motivating others / gaining co-operation
Decision-making and Problem-solving and designing equipment, systems
Training; coaching; keeping abreast of new developments in field
Planning and organization
Analysing / Diagnosing product performance
Reviewing – Assessing feasibility; assessing compliance; efficiencies
Appraising / Developing Others including evaluating for recruitment and performance, coaching and training
Controlling people and non-people resources and influencing & negotiating skills
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