Shift Manager

The Shift Manager is responsible for overseeing the gaming floor and ensuring smooth and efficient operations during their shift. This role involves monitoring games, handling real-time incidents, managing staff, ensuring compliance with company policies, and maintaining operational excellence. The Shift Manager must exhibit strong leadership, effective communication, and the ability to resolve conflicts promptly.

Behavioral Expectations:
Be objective, fair, calm, clear, and responsive.
Realize the impact of your statements and actions.
Never be rude and always communicate effectively.
Maintain a positive, friendly environment and efficient productivity through proper communication.

Aptitudes:
Good presentation skills
Communication and self-control skills
Attention
Able to deal with different types of characters, personalities and cultures

Personality Characteristics:
Exhibits discipline and responsibility through his work.
Resourceful and problem solver
Shows devotement
Highly motivated

Responsibilities:
Ensures that all shifts are fully staffed.
Ensures that team members adhere to their scheduled shifts.
Processes leave requests within the set timeframe.
Ensures all operations comply with company policies and gaming regulations.
Ensures team members address and act upon feedback points.
Ensures all team members complete required training sessions.
Ensures improvement in key skill metrics post-training.
Ensures high satisfaction rating from team members on training sessions.
Maintains a high customer satisfaction score related to dealer interactions.
Minimizes the number of incidents or mistakes reported per shift.
Resolves conflicts or issues within the team promptly.
Ensures high satisfaction with the resolution process.
Ensures performance improvement plans meet their objectives.
Maintains high engagement from team surveys.

Operational Duties:
Monitors games and gaming floor 24/7.
Ensures that all tables are operational without interruptions.
Analyzes employee data and performance and handle disciplinary cases.
Works with internal systems.
Manages ad-hoc situations appropriately.
Identifies and resolve real-time incidents related to hardware, software, and network connectivity.
Resolves players' disputes related to dealer actions or any event affecting game integrity.
Monitors critical application functions and infrastructure components via provided tools.
Keeps the manager updated regarding live tables and other employee-related matters.

Mistake Handling Procedures:
Ensures the integrity of the game is not affected due to any deviations.
Tracks and logs mistakes in the internal system, and resolves them as per established protocols for various games.
Follows specific procedures for handling mistakes, such as card on the floor, no scan, early deal, double scan, wrong result, incorrect card position, scattered cards, game instead of shoe change, wrong action, and others.
Handles hidden or missed mistakes by reporting, fixing, or logging them appropriately.

Pre-Shift Preparation:
Arrive at least 15 minutes before the pre-shift meeting to ensure preparedness for the next shift.

Concerning work discipline, responsible for:
Permanently improving professionally.
Keeps the confidentiality of the information regarding equipment and the company.
Uses the existing resources only for the company’s interest.
Cooperates with the persons with specific attribution in health and security at work, every and any time it is necessary, completing any task or request in order to avoid and prevent accidents and professional diseases.
Informs the line managers about any deficiency or event observed.

Knowledge:
English
PC literate


What do we offer:
Great place to work in a multinational fast-growing company where you can use your knowledge and ideas to re-shape current processes. We encourage fresh ideas and value the diverse perspectives our employees bring to the table.
Competitive salary
Private medical insurance
Meal Vouchers
Gift tickets Easter, Christmas, Birthday