Operations / Floor Supervisor - Giám Sát Khối Vận Hành (Ngành E-gaming)

* Position Summary:
- The Supervisor oversees the day-to-day activities on the gaming floor, ensuring efficient operations, compliance with regulations, and the highest levels of customer service. This role involves supervising staff, monitoring gaming systems, and addressing any operational challenges that arise during a shift. The Supervisor ensures a smooth and enjoyable experience for both guests and employees while supporting the Shift Manager in meeting operational objectives.
* Key Responsibilities:
+ Supervise daily gaming floor operations to ensure a seamless flow of activities.
+ Monitor the performance of gaming machines and systems, ensuring they are functioning correctly and efficiently.
+ Assist in managing the gaming floor staff, providing direction, coaching, and feedback as needed.
+ Ensure that all staff are adhering to company policies, gaming regulations, and customer service standards.
+ Support the Shift Manager in handling customer inquiries, complaints, and special requests.
+ Assist in the training and development of new staff members, ensuring they are equipped to perform their duties effectively.
+ Conduct regular checks to ensure that security protocols and asset protection measures are being followed.
+ Ensure accurate payouts and assist in monitoring electronic gaming systems and table games.
+ Prepare shift reports detailing significant events, customer interactions, and any incidents or irregularities.
+ Address and resolve minor operational issues promptly and escalate more complex problems to the Shift Manager or Operations Manager.
+ Support marketing and promotional activities by ensuring proper execution during shifts.
+ Assist in maintaining a clean, safe, and welcoming environment for both guests and staff.
* KEY FUNCTIONS
- Operational Supervision
+ Oversee the gaming floor during shifts to ensure smooth operations and compliance with policies.
+ Monitor gaming systems and equipment, ensuring everything is functioning properly.
- Staff Management
+ Supervise floor staff, ensuring proper performance and adherence to schedules.
+ Provide coaching and support to staff to enhance their performance.
- Customer Service
+ Ensure high levels of customer service, resolving guest inquiries and complaints promptly.
+ Promote a positive customer experience by ensuring staff maintain professional behavior.
- Compliance and Security
+ Ensure staff follow gaming regulations and security protocols to protect assets.
+ Collaborate with security and surveillance teams to maintain a safe environment.
- Reporting and Documentation
+ Prepare shift reports that document key activities, customer interactions, and any issues.
+ Ensure accurate record-keeping of gaming operations and payouts.