(Position Filled) Technician / Gaming Engineer - Dawlish & Exeter

Position:                    (Position Filled) Technician / Gaming Engineer

Salary:                        Dependent upon experience

Location:                   Dawlish & Exeter

 

The Company

A leading Operator of Adult Gaming Centres is seeking a talented Service Engineer / Technician to take responsibility for the maintenance and repair of their Electronic Gaming Equipment within one of their flagship sites.

Role Purpose

  • Effective control of all aspects of your technical area.

  • To support all terms of the Service Level Agreement. 

  • Forge and support communication lines with Operations Structure to aid concise information flow.

  • Promote and endorse the ability and service your team can provide.

  • To represent the company in a professional manner.

Personnel

  • To propose and manage weekly technicians rota.

  • Organise and control holiday entitlement.

  • Ensure appropriate daily site technical cover as per the Service level Agreement.

  • Monitor and actively prioritise machine faults.

  • Offer assistance in advance fault fixing.

  • Propose and Manage, weekly schedules for:

    • Maintenance

    • Presentation

    • Mech / Reel / Glass cleaning

    • Machine Moves

    • PAT Testing

  • Check and Control levels and standards of Fault Repairs / Maintenance / Productivity.

  • Effect correct Stock Levels and Control.

  • Promote knowledge flow, with regular contact and meetings with other Technical Supervisors.

  • Evaluate and Implement any training required by:

    • Scheduled personal one to one meetings

    • Assessment of Personal Development Plans (PDP’s)

Machine Management

  • To conduct servicing on all machines as dictated by the approved company standard.

  • To repair all faults, where possible, as dictated by the Service Level Agreement.

  • To notify your Line Manager of any faults that you are unable to fix.

  • To monitor and amend, where necessary, operating percentages as per Company Policy.

  • To liaise with the Central Stores facility for the order of any required parts.

  • To be responsible for your own development of machine knowledge.

  • To ensure all machines meet the required standards as per the Service Level Agreement.

  • To ensure maintenance is carried out on all machines as dictated by the maintenance schedule.

  • To undertake PAT testing, of all portable appliances, as dictated by the Service level Agreement.

  • To meet and exceed targets for:

    • Servicing

    • Presentation.

    • Mech, Glass, Reel Cleaning.

  • To undertake machine moves to company standards and with limited disruption.

Customer Service

  • Ensure you greet and acknowledge all customers you come into contact with.

  • Ensure customers feel valued, learn their names and use it during conversations.

  • Where appropriate, provide advice and tips on playing the machines.

  • To professionally handle customers comments and complaints.

Legal

  • Ensure the company security policies and procedures are adhered to at all times.

  • Effectively implement, on a day-to-day basis, the Health & Safety and Social Reasonability training you have been given.

  • In line with current Gambling Laws “Think 21” at all times.

  • To be aware of and follow all legal and company policies and procedures as instructed.

  • Ensure Protection of the Company’s Licensing Obligations / Objectives.

 

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO STEVEN@GRS-RECRUIT.COM

(Position Filled) Field Service Engineer - Gaming - Southampton - £26,250 - £27,500 + Car + Mobile + Laptop

Job Title:    (Position Filled) Field Service Engineer - Gaming

Location:   Southampton

Salary:        £26,250 - £27,500 (Depending on Experience) + Car + Mobile + Laptop

 

Role Purpose

  • To travel to sites in order to repair machines as dictated by the Service Level Agreement.

  • To perform servicing of machines as per the maintenance schedule.

  • Forge and support communication lines with Operations Structure to aid concise information flow

  • To represent the company in a professional manner.

Machine Management

  • To conduct servicing on all machines as dictated by the approved company standard.

  • To repair all faults, where possible, as dictated by the Service Level Agreement.

  • To notify your Line Manager of any faults that you are unable to fix.

  • To monitor and amend, where necessary, operating percentages as per Company Policy.

  • To liaise with the Central Stores facility for the order of any required parts.

  • To be responsible for your own development of machine knowledge.

  • To ensure all machines meet the required standards as per the Service Level Agreement.

  • To ensure maintenance is carried out on all machines as dictated by the maintenance schedule.

  • To undertake PAT testing, of all portable appliances, as dictated by the Service level Agreement.

  • To meet and exceed targets for:

    • Servicing

    • Presentation

    • Mech, Glass and Reel Cleaning.

  • To undertake machine moves to company standards and with limited disruption.

Customer Service

  • Ensure you greet and acknowledge all customers you come into contact with.

  • Ensure customers feel valued, learn their names and use it during conversations.

  • Where appropriate, provide advice and tips on playing the machines.

  • To professionally handle customers comments and complaints.

Legal

  • Ensure the company security policies and procedures are adhered to at all times.

  • Effectively implement, on a day-to-day basis, the Health & Safety and Social. Reasonability training you have been given.

  • In line with current Gambling Laws “Think 21” at all times.

  • To be aware of and follow all legal and company policies and procedures as instructed.

  • Ensure Protection of the Company’s Licensing Obligations / Objectives.

 

TO DISCOVER MORE ABOUT THE OPPORTUNITY PLEASE SEND YOUR CV TO  CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Field Service Engineer - Gaming - Southwest England - £26,250-£27,500 + Car + Mobile + Laptop

Job Title:    (Position Filled) Field Service Engineer - Gaming

Location:   Southwest England

Salary:        £26,250 - £27,500 (Depending on Experience) + Car + Mobile + Laptop

 

Role Purpose

  • To travel to sites in order to repair machines as dictated by the Service Level Agreement.

  • To perform servicing of machines as per the maintenance schedule.

  • Forge and support communication lines with Operations Structure to aid concise information flow

  • To represent the company in a professional manner.

Machine Management

  • To conduct servicing on all machines as dictated by the approved company standard.

  • To repair all faults, where possible, as dictated by the Service Level Agreement.

  • To notify your Line Manager of any faults that you are unable to fix.

  • To monitor and amend, where necessary, operating percentages as per Company Policy.

  • To liaise with the Central Stores facility for the order of any required parts.

  • To be responsible for your own development of machine knowledge.

  • To ensure all machines meet the required standards as per the Service Level Agreement.

  • To ensure maintenance is carried out on all machines as dictated by the maintenance schedule.

  • To undertake PAT testing, of all portable appliances, as dictated by the Service level Agreement.

  • To meet and exceed targets for:

    • Servicing

    • Presentation

    • Mech, Glass and Reel Cleaning.

  • To undertake machine moves to company standards and with limited disruption.

Customer Service

  • Ensure you greet and acknowledge all customers you come into contact with.

  • Ensure customers feel valued, learn their names and use it during conversations.

  • Where appropriate, provide advice and tips on playing the machines.

  • To professionally handle customers comments and complaints.

Legal

  • Ensure the company security policies and procedures are adhered to at all times.

  • Effectively implement, on a day-to-day basis, the Health & Safety and Social. Reasonability training you have been given.

  • In line with current Gambling Laws “Think 21” at all times.

  • To be aware of and follow all legal and company policies and procedures as instructed.

  • Ensure Protection of the Company’s Licensing Obligations / Objectives.

 

TO DISCOVER MORE ABOUT THE OPPORTUNITY PLEASE SEND YOUR CV TO  CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Casino Surveillance - Assistant Shift Manager - Europe - €32K-€33K + accommodation, flights, bonus etc.

Job Title:                    (Position Filled) Casino Surveillance - Assistant Shift Manager

Location:                   Europe

Salary:                        €32,400 - €33,600 + Accommodation, Flights, Bonus etc.

 

Position Summary

  • The Assistant Shift Manager, Surveillance assists the efficient ongoing operation of Surveillance, ensuring the monitoring and analysis of all gaming and cash handling areas at property.

Primary Responsibilities

Leads small teams

  • Provides team leadership, leading by example

  • Plans, organises and allocates responsibilities according to business needs

  • Sets performance and professional standards for team members through example

  • Maintains team performance by promoting a positive work environment

  • Represents team concerns to the superiors

  • Motivates, coaches and counsels staff in a timely manner, ensuring all counselling sessions are appropriately and accurately documented

  • Maintains employee morale and professionalism by promoting a positive work environment

Monitors staff performance and attendance

  • Provides performance feedback to staff in a professional manner

  • Recognises and resolves performance and attendance issues

  • Conducts performance appraisals in accordance with the Company’s Performance Management System

  • Maintains accurate employee records

Manages an effective relationship with internal customers

  • Monitors and manages the professional image presented by the Surveillance department in all dealings with customers, whether in person, by telephone/radio, electronically, etc.

  • Monitors and adjusts customer service to meet the customers’ requirements and expectations

  • Ensures all situations are handled discreetly and confidentially providing an example of the professional behaviour required by the Surveillance department

Supervises work operations

  • Maintains and manages workplace records, ensuring reports, log entries, etc. are completed accurately and in a timely manner

  • Solves problems and makes decisions, providing assistance to team members when handling difficult/sensitive situations

  • Directs work flow according to business needs, ensuring camera coverage is maintained of required incidents, managing incidents and ensuring relevant departments and personnel are kept informed, and they are completed accurately and in a timely manner

  • Manages the implementation and application of policies and procedures relating to gaming and cash handling areas, ensuring compliance is maintained, and that appropriate legislation is abided

  • Instigates and monitors the implementation of Surveillance procedures

  • Drafts communications and reports, ensuring they are distributed and filed appropriately

Works with colleagues and customers

  • Ensures relevant information is communicated effectively and in a timely manner to appropriate customers and team members

  • Maintains a professional relationship with customers and team members, ensuring approachability and discretion

  • Maintains a professional image

Manages Occupational Health & Safety (OH&S) in the Workplace

  • Ensures the maintenance of all statistical information for the department by checking all logs and recording the information from the logs in the appropriate work file

Deals with conflict situations

  • Identifies conflict situations

  • Resolves conflicts situations

  • Responds to customer complaints, deals and documents the issues and outcomes accurately and in a timely manner

Assists in the training of new and existing employee

  • Coaches new Surveillance team members on the job

  • Coaches team members on an individual basis, presenting new information accurately and in a timely, approachable manner

Confidentiality & Policy

  • Safeguards all confidential information whilst exercising due care to prevent its improper disclosure or use

  • Complies with all company policies, rules, regulations, procedures and department ethics; and performs all duties in accordance with the highest professional standards at all times

Additional

  • Deploys to other properties on a temporary or a more permanent basis

  • Assists in pre-opening planning and operational execution for any new properties or extension to existing properties

  • Assists the Manager, Surveillance Training & Recruitment with preparing Performance Reviews, compiling other performance data and conducting formal and informal training where required

  • Assists with other assigned Special Projects and assignments as required

  • Adheres to all company policies and procedures

  • Reports accidents, injuries and unsafe work conditions to superiors and relevant departments

  • Performs other reasonable job duties as assigned by superiors from time to time

Key Performance Indicators

  • Collecting, analysing & organising information

  • Communication ideas & information

  • Planning & organising activities

  • Working with others in a team

  • Solving Problems

Qualifications and Experience

  • Experience in Surveillance Supervisory/Management role for minimum 2 years

  • High School degree or experience relevant to the position

  • Fulfil continues 18 months of employment within the current position

  • Satisfactory rating of the Annual Performance Appraisal

  • Any disciplinary actions will be subject to departmental review

Skills/ Competencies

  • High level of professionalism and integrity

  • Good organisational skills and time management

  • Observant, attentive, and aware

  • High Level of Casino Game Protection

  • Microsoft Office Suite literate

  • Attention to detail

  • Proven interpersonal skills

  • Ability to communicate in English (written and verbal)

Personal Competencies

  • Displays a high commitment to delivering results

  • Leads others to achieve business objectives

  • Communicates effectively

  • Achieves agreed objectives and accepts accountability for results

  • Displays the highest level of integrity

  • Ability to maintain discretion

  • Self-motivated

  • Approachable

 

TO DISCOVER MORE ABOUT THE OPPORTUNITY PLEASE SEND YOUR CV TO  CHRISTINE@GRS-RECRUIT.COM

(Position Filled) Senior Manager, VIP & Executive Services - Cyprus - salary negotiable

Job Title:                     (Position Filled) Senior Manager, VIP & Executive Services

Salary:                        Negotiable

Location:                   Cyprus

Position Summary

  • The Senior Manager, VIP & Executive Services manages the VIP and Executive Services teams who focus on international VIP and non-VIP Gaming guests/patrons.

  • The Senior Manager, VIP & Executive Services will also manage the Outbound sales team and will work closely with the Casino Marketing and other Business Units to ensure that an excellent level of customer satisfaction is achieved.

  • The Senior Manager, VIP & Executive Services must possess a customer service orientation of excellence, detailed product knowledge, and Casino industry experience.

Primary Responsibilities

General

  • Participates in Departmental and Division meetings, provides operational updates to management and ensures VVIP player activity is recorded and reported properly.

  • Leads the VIP and Executive Services teams in providing ongoing support to the Business Development team for their endeavours and efforts, to accommodate their guests, and to increase VIP registrations within the customer database.

  • This support may also include on-the-floor monitoring activities, the identification of VIP play, capturing information, updating the respective CRM, and other related tasks.

  • Ensures that all captured data from tracking activities, expenses, and other required information are accurately recorded; ensures that all Casino Management System configuration settings are up to date.

  • Liaises and cooperates with the Business Processes BU to establish and maintain a QMS.

  • Liaises with the CRM Specialist for the proper configuration of existing CMS and CRM Systems; and is actively involved on the development, implementation, and maintenance of business improvement processes.

  • Regularly advises the Director of Business Development and other key stakeholders on Gaming related issues, products, and services.

Customer Service

  • Ongoing liaison with the Loyalty Services, Cage, Table Games, Slots, Hotel, F & B, Transportation, and other Business Units with the objective of achieving high-level operational standards to deliver an excellent Customer Service experience.

  • Leads and oversees the VIP and Executive Services team to adopt a customer service excellence approach. Liaises with other Departmental Team Leaders and ensures that a high level of service and co-ordination is achieved for maximum results.

  • Establish a QMS approach in cooperation with the Business Processes BU for continuous improvement in customer service deliverables.

  • Develops key metrics and oversees the training effort and performance measurement methodologies.

Player, Programs, and Partners

  • Maintains a strong understanding of VVIP patron and Junket Player requirements. Updates the team with latest or near future events, programs, and outside/competitor offerings.

  • Liaises with partners and third-party collaborators ensuring that their customers receive excellent service.

  • Liaises with Finance and Revenue Audit ensuring timely and accurate settlements and reporting.

  • Leads the back-office reservation and support team to ensure back-office operations optimization.

  • Coordinates the front-line teams ensuring objectives and targets are being met.

Outbound Sales

  • Leads an outbound sales effort in coordination with other company properties.

  • Liaises with Casino Marketing & Analytics, Hotel Sales and Revenue Management to develop the ongoing sales target schedule.

  • Monitors performance of sales targets and propose corrective actions accordingly.

HR - Training

  • Leads the staffing effort related to the VIP and Executive Services department: selection, hiring, performance evaluation, training programs, annual leave scheduling and roaster approval; liaises with the HR Department to ensure the staffing levels and skills are in line with the company strategy.

  • Leading and contributing on developing VIP Services training material and carrying out the respective training sessions with his/her employees.

Regulation and Compliance

  • Leads the development of policies, SOPs, workflows, as per Company standards and guidelines.

  • Contributes on the development of VIP Programs and ensures compliance within the team.

  • Liaises with all compliance units, (Marketing, Regulatory, Legal, AML, Responsible Gaming etc) to ensure that the Business Development Department is aligned with the respective internal policies and procedures and relevant regulatory requirements.

Other Tasks

  • Assists the Business Unit to achieve budgeting forecasts and EBITDA results.

  • Assist the Director of Business Development in developing and implementing marketing initiatives and strategy to increase the SEG market share, revenue, sales, and profit from VIP Patrons.

  • Assist the Director of Business Development and liaises with the marketing teams ensuring that all events and function are utilised to achieve the maximum benefit and appeal for each property.

  • Resolves guest complaints within legal and compliance scope of reporting and documentation.

  • Assists Management with the preparation of various reports, performance reviews and staff appraisals as required.

  • Ready to receive other tasks according to company and department needs.

Key Performance Indicators

  • As per QMS and Customer Service Quality and Satisfaction metrics established by the company.

  • As per yearly objectives and targets set on performance evaluation.

  • Overall Business Development Sales target achieved.

  • Outbound Sales Target achieved.

Qualifications

Education

  • Bachelor’s Degree in Marketing, Business Administration, or any other related field.

Experience

  • Minimum 5 years’ experience in management within the casino industry or previous International and/or domestic casino marketing experience desirable services.

  • Experience in customer relationship and/or corporate account management.

Skills

  • Excellent command of English; any other language is considered an advantage.

  • Excellent presentation skills.

  • Excellent communications & negotiation skills.

  • Strong organisation and leadership skills.

  • Computer literate.

Personal Competencies

  • Displays a high level of integrity and commitment to customer service.

  • Works well as an individual and equally effective when working in a team.

  • Highly motivated, energetic, and creative.

  • Possess a positive flair and vibes, confident and charismatic.

  • Strong team player who motivates others to work effectively within the team.

  • Ability to develop relationships and communicate effectively across all levels of the organization.

  • Prepared to adopt and implement new approaches and practices to meet changing circumstances.

 

TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO STEVEN@GRS-RECRUIT.COM