Shift Manager/ Trưởng Ca Khối Vận Hành

Position Summary:The Shift Manager oversees the smooth running of gaming floor operations during assigned shifts, ensuring a high standard of customer service and compliance with gaming regulations. This role involves managing staff, monitoring gaming systems, and responding to operational challenges promptly. The Shift Manager plays a key role in ensuring customer satisfaction and supporting the overall goals of the operations team.
Key Responsibilities
Manage and supervise all gaming floor operations during assigned shifts to ensure seamless activities.
Monitor staff performance, ensuring proper coverage, adherence to schedules, and compliance with company policies.
Handle customer service issues, resolve complaints, and ensure a high level of guest satisfaction.
Ensure that gaming machines and systems are functioning correctly and report any issues for immediate resolution.
Assist in enforcing gaming regulations, security protocols, and internal policies to ensure compliance.
Supervise and guide floor staff, including performance management, coaching, and providing feedback.
Ensure proper payouts and the accurate functioning of electronic gaming systems and table games.
Prepare and submit detailed shift reports, documenting significant events, customer activity, and any incidents.
Collaborate with the operations and security teams to ensure the safety of guests, staff, and assets.
Support marketing initiatives by overseeing the execution of promotions and events during shifts.
Assist in training new staff and providing ongoing development for existing team members.
Report any maintenance issues with gaming equipment or facilities to the technical team for resolution.