Role Purpose:

To ensure the Venue is performing efficiently and effectively on a day-to-day basis and the required standards are being met and/or surpassed.
Ensuring every guest has the best experience.
To represent the company in a professional manner at all times and promote the Company to ensure we remain the best in the business.

Customer Service

Driving venue performance by effective business planning, motivation of team and service excellence
Ensuring the venue housekeeping is of the highest possible standards at all times, with the effective checks in place, both internally and external to the venue
Ensure that all employees deliver a friendly welcome and consistently high standard of Customer Service to existing customers.
Every new customer must experience the same level of service
Ensure all employees actively sell change and offer regular refreshments to all customers
Ensure all Gaming complaints are handled in a caring and responsible manner whilst following company policy and procedures
Communicate new and existing promotions to all staff to ensure every opportunity is taken to greet and ensure every customer entering your Venue is acknowledged and treat with equal respect
To learn customers names, and be aware of their preferences
To assist in positively promoting forthcoming and present activities and promotions
To professionally handle customers comments and complaints
Ensure all promotional materials are displayed as directed and any issues to notify the Area Manager or in their absence the Marketing Department
Be aware of competitor developments and notify your Area Manager of any relevant concerns
Ensure that the Venue presentation is maintained to the highest standard at all times
To ensure all staff carry out their duties in a respectful and professional manner

Machine Management

To lead the team as per company procedures
To identify all faults and repair where possible
To report faults
To effectively manage the system, ensuring all staff are fully trained to their required level
To ensure all machines display correct information i.e.: Category label; Gamcare Info etc
Ensure all employees have good product knowledge of machines, and are encouraged to share advice
Ensure all machines are externally presentable

Office

All company paperwork is dealt with promptly and efficiently in a clear and legible manner and where required sent to Head Office
Rotas completed, authorised and readily available four weeks in advance

Personnel

When recruiting and interviewing adhere to company guidelines
Ensure every new employee receives a full and complete induction into the company including issue of uniform, name badge, sentinel card and keys where required
Ensure every employee receives new and refresh training
To implement where required the company grievance, disciplinary and dismissal procedures
Hold regular meetings with staff to inform of changes and listen to any concerns/issues
Ensure all employees receive all training relevant to their role

Security

To be fully compliant with the BACTA / Gambling Commission guidelines at all times
To inspect I.D. of all visitors
Follow Social Responsibility duties under the Gambling Act 2005 ensuring gambling is conducted fair and openly and not associated with disorder
Two people to be present at opening and closing (unless otherwise authorised by Area Manager)

Health & Safety

To be aware of, and implement all Health & Safety policies and procedures
To ensure all staff are fully trained in all areas of Health & Safety
To assist with the performing of regular checks and inspections. Recording all findings

To have a good understanding of IT and basic computer systems such as Microsoft office and emails

Venue Manager - Preston, Lancashire - £36,738