Operations Manager (E-Gaming Industry)

OVERVIEW OF POSITIONManages floor operations to achieve service excellence with a focus on customer service, employee leadership, performance management and development. Achieves the overall goals of the organization through effective workforce and inventory cost control.Oversees the preventative maintenance and repairing of all electronic gaming machines and ensures that documentation regarding removal, and replacement of machines, along with record retention of machine settings and payout schedules, is completed accurately.This position reports directly to a General Manager. 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.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 employee. 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 employee 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 employee 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.QUALIFICATIONS INCLUDE THE FOLLOWINGBachelor’s degree from college or 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, 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.