Operation Manager/ Shift Manager

4 weeks ago


Ho Chi Minh City, Vietnam PERSOLKELLY Vietnam Full time

A minimum of 3-5 years experience in a comparable table games/slot operations management position
- High proficiency in English, and Chinese or Korean
- Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.

Position Title : Shift Manager

Division : Management

Department : Operation

Position Reports to : General Manager

Direct Reports : Attendant, Bar Attendant, Dealer, Supervisors, Cashiers, Security, Cleaner

Main Responsibilities:

- Provides direct supervision of all electronic table games, slot gaming machines and staff in operation during assigned shifts. Comply with all game procedures and policies as outlined in the department, obey the company manuals, act in accordance with Internal Controls, and monitors for compliance.
- Responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based on business needs.
- Report shift activities on a daily basis and coordinate with other shifts; including customer’s activities and playing status; gaming status; and any unusual activities.
- Assists in monitoring electronic gaming table and slot payouts to ensure proper amounts are being paid to customers.
- Recommends changes to game spread /mix and staffing.
- Supervises the Slot Attendants, including ongoing training, coaching, counseling and rewarding performance; conducts timely performance appraisals, and completes related paperwork and maintains employee’s files and documents in a secure office.
- Monitors the flow of the Attendants on the floor, ensures that there is proper coverage in all areas; redirects staff when needed to ensure proper floor coverage.
- Assists in staff selection, training, recognition, separation of employment and other human resources related issues.
- Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
- Effectively handles customer concerns and requests.
- Addresses and manages complaints, grievances or concerns from employees.
- Ensures that staff behavior and appearance are in compliance with established standards.
- Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.
- Performs all job duties in a safe and responsible manner.

Requirements:

- Bachelor’s degree from college or university; and a minimum of 3-5 years experience in a comparable table games/slot operations management position
- High proficiency in English, and Chinese or Korean
- Excellent communication skills both written and oral. Ability to: read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers and the general public.
- Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
- Management experience in slot operations and thorough knowledge of all casino games and casino operations including electronic table games.
- Knowledge of database software.
- Familiar with the player tracking system.
- Results-oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues.
- Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.
- Must demonstrate leadership and fairness in dealing with customers and employees; and, possess the ability to instill a sense of pride and personal responsibility in staff.
- Previous customer service experience preferred.
- Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.

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