Job Purpose

Developing a business plan with the which enables the targets of the unit to be achieved to ensure long term success
Providing leadership and direction for the team
Providing coaching and a culture of performance improvement empowering all colleagues to achieve their own individual and group targets
Engaging the team to maintain the consistency of brand standards, whilst continuously reinforcing the positive culture and values of the company

Main Accountabilities

Team

To produce an annual development plan for all direct reports
Hold regular review meetings with all direct reports, evaluating actions to maintain and improve performance
Develop the Managers and the leadership team through personal coaching and feedback
Developing the leadership ability of the leadership team to ensure all direct reports reach their fullest potential
Ensuring that the Managers produce an annual development plan for the on-going development for their direct reports
Ensure there are efficient rotas in place across all departments, with the correct balance of levels of experience across all operating hours
To create an environment where all team members have effective forums at which they are encouraged to put forward their ideas and views to Management which positively influence the performance of the unit and improve levels of team satisfaction
Encourage constructive 2-way communication through regular management, departmental and team meetings whilst cultivating a more informal “open door” style of meeting to help communication
Ensure all team members have completed Money Laundering, Responsible Gambling Training

Customers

Being proactive in driving customer engagement
Ensuring that all managers seek and evaluate customer feedback and respond with appropriate proposals
Where appropriate take on the lead role for intervention conversations where a member of the team or a customer might be experiencing problems with their gambling or behaviour
Improve service standards through customer feedback
Upholding the company’s commitment to the protection of young and vulnerable people, in accordance with the company’s responsible gambling policy and procedures
Actively support and promote a service led culture throughout the business with measurements in place to ensure consistent service delivery

Shareholders

The effective use of customer database information
Produce a business plan which ensures that admissions targets are achieved and to develop an exemplary approach to customer relationship management to develop appropriate marketing initiatives
To ensure that all targets for income and profit are achieved for each income stream by constantly reviewing the business plan
Create opportunities to adopt best practice from other parts of the business and ensure an effective team contribution back into the business to help drive overall performance and sustainable profitability
Ensuring efficiency in electronic and table gaming, focusing on win margin, table opening and effective resourcing.
To effectively manage costs in all areas of the business
Effective management and control of all gaming and poker tournaments

General

Full compliance with all licensing objectives
Full compliance with Company enhanced due diligence policy and process requirements
Delivery of a safe and secure environment for both customers and team members by strict adherence to company compliance, licensing, fire, health and safety and food hygiene policies.
Maintain a positive and professional relationship with all official bodies and ensure that they have access to the unit and are assisted as required

Knowledge, Expertise & Qualifications

Experience of leading a large team within a service driven environment, especially in periods of cultural change
Innovative approach to building a leading-edge entertainment and hospitality venue
Previous experience of implementing large scale or effectively personalised promotional events
Previous experience of managing / directing a customer orientated retail business to a disparate group of customers including VIPs and regular visitors
A commitment to offering and delivering unrivalled customer service

(Position Filled) General Manager - Casino - London