Sheraton Hotel & Towers ★ 4.0

OVERVIEW OF POSITION

The Assistant Shift Manager is the second most senior officer for the Operation Department, reporting directly to the Shift Manager. The Assistant Shift Manager is responsible for the achievement of business objectives through the deployment of staff resources and the general management of the Shift’s operation. Incumbents, allocated with specific portfolios, will be required to prepare such reports as may be requested by the Shift Manager and will advise on the effectiveness of policies, operations and new programs.

DAILY MAJOR RESPONSIBILITIES

• Provides direct supervision of all electronic table games, slot gaming machines and staff in operation during assigned shift. Comply with all games procedures and policies as outlined in 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 upon business needs.
• Reports shift activities on a daily basis and coordinates 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 amount are being paid to customers.
• Recommends changes to game spread / mix and staffing.
• Maintains game security and protects company assets at all times.
• 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.
• Completes understanding and adhering to the disciplinary policies including but not limited to coach and counsel staff and the use of the progressive discipline to modify performance.
• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
• Effectively handles customer concerns and requests.
• Addresses and manages complaints, grievances or concerns from employees.
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
• 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.
• Maintains complete confidentiality of all company information at all times.
• Participates in meetings and training as required.
• Performs all job duties in a safe and responsible manner.
• Performs other duties as may be assigned by department and/or company management.

KEY FUNCTIONS

Human Resource Development

• Take an active interest in the Operation department’s workforce recruitment, training, development and performance;
• Ensure efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labor costs;
• Ensure all staff present themselves for work in the appropriate uniform and condition;
• Provide the necessary counselling and/or disciplining of staff as required;
• Ensuring staff motivation and performance is of the highest priority.

Guest Comfort

• Ensuring the highest levels of customer service and standards are maintained at all times;
• Approving the allocation and redemption of Guest Complimentary items as per Standard Operating Procedures;
• Handling and resolving all customer complaints and requests;
• Ensuring guest comforts are provided to the highest standards;
• Ensuring a consistent comfortable environment. This includes, but is not limited to, ensuring consistent temperatures and air flows, cleanliness, lighting, music volume, animation displays, etc.

Operation Management

• Monitoring Machines performance and statistics to recommend game changes to the General Manager for consideration.
• Ensuring the continual operation and maintenance of all EGMs.
• Co-ordinating the prompt reporting and repair of all EGM faults
• Ensuring adherence to all Policies and Procedures.
• Ensuring adequate security and correctness of all EGM payments and monies.
• Ensuring the E-Gaming System remains fully operational providing the required data when requested.

Cage & Count Management

• Ensuring the overall safety and security of all monies handled through the Cage and Count
• Ensuring adherence to Machines Clearance and Count Procedures by staff.
• Verifying Count Details to the E-Gaming System and the ensuring accuracy thereof.
• Integrity of monies received from and paid out to guests via the cashier desk
• Verifying and dealing with the daily issue and balancing of Cashier Floats

Management Reporting

Responsible for Daily management reports including:

• Shift Reports
• EGM Maintenance Reports
• Health & Safety Reports
• Guest Feedback, complaint and compliments
• All other material required to ensure an effective line of communication.

General Requirements

• May be called to deputize for the Shift Manager during leave of absence for annual, long service or educational leave;
• Attend regular management meetings;
• Be assigned, from time-to-time, to special projects that are being undertaken;
• Provide advice in conjunction with the Shift Manager on the development of the department’s objectives, policies and programs;
• Assist in appraising the department’s activities - monitoring and evaluating performance.

Decision Making

• Devises solutions to operational issues to achieve goals and objectives.
• Has the authority to authorize the use of guest complimentary accounts as per Standard Operating Procedures
• Has the authority to handle and decide on the most relevant course of action for a guest dispute as per Standard Operating Procedures.
• Identifies processes and procedures which require action to mitigate risk.
• Provides advice and an operational framework in relation to the running of the operation.

Problem Solving

Nature of Assignment – Work consists of broad functions and processes such as:

• Identifies and solves problems straight away with minimum of fuss and inconvenience to the guest.
• Planning and leading efforts to address issues in areas where precedents do not exist; and
• Establishing new concepts and approaches.

Position Guidelines

• The Assistant Shift Manager keeps the Shift Manager apprised of the day to day occurrence of the shift climate, identifying problems either actual or anticipated, communicates with employees, and offers consultative assistance as well as sharing responsibility for organisational development.
• The Assistant Shift Manager maintains high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.
• The Assistant Shift Manager apprises the Shift Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the operational or strategic plan.
• The Assistant Shift Manager is responsible for maintaining high standards for all operational employees.
• The Assistant Shift Manager oversees all programs, services and activities to ensure that objectives are met.
• The Assistant Shift Manager maintains a comprehensive knowledge of operational procedures and principles used throughout the Gaming operation.

Personal Characteristics / Competencies

The characteristics of a successful Assistant Shift Manager include honesty, straightforwardness, integrity, accountability, leadership and dedication. He/she must demonstrate interpersonal relations skills, be a good communicator, be administratively competent and be able to communicate the department's vision.

Qualifications include the following:

• Bachelor’s degree from college or university; and a minimum of 3-5 years’ experience in a comparable table games/slot operations management position; or equivalent combination of education and experience.
• Excellent communication skills both written and oral.
• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret a variety of technical and mathematical formulas.
• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form,
• Management experience in slot operations and thorough knowledge of all casino games and casino operations to include 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.