Job Title: (Position Filled) Deputy General Manager
Salary: To be discussed
Location: Midlands
Principal Accountabilities
• Supporting the General Manager responsible for implementing the operational objectives of the business.
• Accountable for the communication and implementation of the overall strategic direction of the business by co-ordinating all gaming, marketing, entertainment, restaurant and bar offers and leading employees through the implementation.
• Responsible for maximizing spend and income per head, attendance levels and all aspects of people management, including leading, coaching and motivating all staff grade employees to achieve/exceed their potential ensuring a consistent approach is adopted in all situations.
Main Duties
• To ensure full compliance within the requirements of the Gambling Act 2005, Gambling Commission guidelines, Licensing conditions and codes of practice (LCCP), Company policy and procedures, including Employment Law and any other relevant legislation or authorities.
• To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy
• To ensure all employees deliver exceptional levels of customer service in accordance with the Signature Service standards by demonstrating a pleasant, professional manner with all stakeholders. Anticipate their needs and expectations therefore ensuring they enjoy their experience with us.
• Pro-actively manage all aspects of the casino operation when required to fulfil the role of duty manager, with special emphasis upon the delivery of effective, efficient on shift gaming performance.
• To maximise turnover and margin opportunities on all Gaming offers, including electronic gaming.
• To support the General Manager in strategic development and profit maximisation of all revenue streams.
• Managing and implementing an effective rota and correct staff utilisation across departments to ensure daily operational efficiency across all departments.
• Maintain consistent awareness of all table results, major players, win/loss, high value chip movement and unusual incidents.
• Seek and continually develop your knowledge of the Industry and all competitors looking for opportunities to ensure business growth, maximising profit, margin and turnover in all areas of the casino and make the appropriate business recommendations for implementation.
• To ensure clear and effective channels of communication across all departments within the casino and support functions, both internally and externally ensuring that the team are aware of the standards and objectives of the department/business unit.
• Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution.
• To work alongside Operational Management and HR to ensure all aspects of employee relations are dealt with fairly and in accordance to company policies; including Flexible Working, Parental Leave and Performance Management.
• Ensure marketing initiatives are implemented effectively and proactively and communicated to employees quantifying their knowledge and understanding.
• To implement the disciplinary and grievance procedures as required ensuring a fair and consistent approach to managing performance is consistently achieved.
• Positive and flexible approach to change management initiatives to effectively improve business performance and maintain a competitive edge.
• To assist in the recruitment process and manage, train and motivate employees to achieve/exceed their potential using effective performance management techniques.
• Ensure the effective management of the health and safety, security, emergency systems, capabilities of staff and customers, demonstrate awareness of Company policy and relevant legislation.
• Manage the upkeep and maintenance of equipment, fixtures and fittings within all areas of the casino, both internally and externally.
• To encourage and develop a team ethic amongst all employees.
• Responsible for the implementation, management and monitoring of new products.
• Business decisions to be discussed with Managers who have Industry specific knowledge and experience.
• To carry out any other duties as deemed appropriate within the capabilities of the post holder.
TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM