Description
Main Purpose of the Job

• Responsible to supervise staff that provide a frontline customer service experience at the Cash desk areas on the gaming floor and to assist with supervising count processes as required ensuring operational excellence, procedural compliance and guest service satisfaction.

Education, experience, and competencies required.

• Grade 12
• Minimum of 1 year cash desk / count experience or 1 year in a supervisory position in the cash handling industry
• Experience in the gaming industry would be an advantage.
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable
• English verbal communication skills
• Numerical skills (calculations)
• Cash / credit transaction knowledge
• Cash desk equipment usage and maintenance
• Cashiering administration
• Rostering
• Count
• Basic computer skills
• People Supervisory Skills

Accreditation / Registrations / Licenses

• Meet the requirements for a gaming licence.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Legislative / Regulatory Compliance
• Gaming Regulations / FICA regulations.

Requirements
Job Scope and Responsibilities
Floor Supervision

• Check cash desk areas and ensure all equipment for service is functioning and ready for service.
• Communicate and follow-up on the correction of any equipment faults or defects prior to the start of the shift.
• Check cleanliness of customer service areas.
• Conduct daily cash desk reconciliations.
• Complete supporting documents.
• Review duty checklist, prioritize and action as needed.
• Maintain cash levels during service to mitigate risk and cater for demand.
• Report and investigate error tracing or cashier variances with Surveillance.
• Process unresolved variances.
• Obtain all requirements for establishing Cheque Cashing Facility Applications.
• Verify suspicious transactions and report as required.
• Cash-up and sign-off of cashier floats.
• Assist with complicated and escalated transactions.
• Secure cash desk, satellite stations and other cashiering areas.
• Transactional requirements and responsible gambling information are displayed at all customer points as per regulations.

Count Supervision

• Supervises employees to ensure that staff uniform, hygiene and appearance is maintained.
• Conduct performance contracting, reviews and development discussions with staff.
• Identifies performance gaps and conduct coaching and on job training.
• Identifies and addresses misconduct issues.
• Keeps records of coaching discussions.
• Develop, update and communicate departmental procedures and controls to all staff.

Deliver Customer Experience

• Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times.
• Shift handover ensures that staff can provide customers with relevant service.
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Report on any issues experienced and solutions executed.

Know How

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure cashiering customers receive exceptional experiences.
• Manages one’s time and resources to ensure that objectives are achieved effectively and on time.

Problem- Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Always follows laid-down policies and procedures, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.