(Position Filled) Technician / Gaming Engineer - Dawlish & Exeter - £21K – £26K

Position:   (Position Filled) Technician / Gaming Engineer
Salary:   £21K – £26K
Location:  Dawlish & Exeter

The Company
A leading Operator of Adult Gaming Centres is seeking a talented Service Engineer / Technician to take responsibility for the maintenance and repair of their Electronic Gaming Equipment within one of their flagship sites.

Role Purpose
Effective control of all aspects of your technical area.
To support all terms of the Service Level Agreement. 
Forge and support communication lines with Operations Structure to aid concise information flow.
Promote and endorse the ability and service your team can provide.
To represent the company in a professional manner.

Personnel
To propose and manage weekly technicians rota.
Organise and control holiday entitlement.
Ensure appropriate daily site technical cover as per the Service level Agreement.
Monitor and actively prioritise machine faults.
Offer assistance in advance fault fixing.
Propose and Manage, weekly schedules for:
- Maintenance
- Presentation
- Mech / Reel / Glass cleaning
- Machine Moves
- PAT Testing
Check and Control levels and standards of Fault Repairs / Maintenance / Productivity.
Effect correct Stock Levels and Control.
Promote knowledge flow, with regular contact and meetings with other Technical Supervisors.
Evaluate and Implement any training required by:
- Scheduled personal one to one meetings.
- Assessment of Personal Development Plans (PDP’s)

Machine Management
To conduct servicing on all machines as dictated by the approved company standard.
To repair all faults, where possible, as dictated by the Service Level Agreement.
To notify your Line Manager of any faults that you are unable to fix.
To monitor and amend, where necessary, operating percentages as per Company Policy.
To liaise with the Central Stores facility for the order of any required parts.
To be responsible for your own development of machine knowledge.
To ensure all machines meet the required standards as per the Service Level Agreement.
To ensure maintenance is carried out on all machines as dictated by the maintenance schedule.
To undertake PAT testing, of all portable appliances, as dictated by the Service level Agreement.
To meet and exceed targets for:
- Servicing
- Presentation.
- Mech, Glass, Reel Cleaning.
To undertake machine moves to company standards and with limited disruption.
 

Customer Service
Ensure you greet and acknowledge all customers you come into contact with.
Ensure customers feel valued, learn their names and use it during conversations.
Where appropriate, provide advice and tips on playing the machines.
To professionally handle customers comments and complaints.

Legal
Ensure the company security policies and procedures are adhered to at all times.
Effectively implement, on a day-to-day basis, the Health & Safety and Social Reasonability training you have been given.
In line with current Gambling Laws “Think 21” at all times.
To be aware of and follow all legal and company policies and procedures as instructed.
Ensure Protection of the Company’s Licensing Obligations / Objectives.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Casino Cash Desk Manager - London

Job Title:  (Position Filled) Casino Cash Desk Manager
Location:  London

The Company
• An opportunity to work at one of the most prestigious Mayfair Casinos as their Cash Desk Manager (CDM) is now available.
• The CDM a key position in the management team responsible for managing all aspects of the Cash Desk operation to ensure the team continue to make a significant and positive contribution towards business objectives

Role expectations include, but are not limited to:
• Service Values; role model, ensure customer needs are identified and customer service standards met by all members of the team at all times
• Program Administration; keep up-to-date product and program knowledge, ensure accurate and timely setup and settlement of patron trips by the team
• Supplier Relationships; responsibility to provide and maintain effective cash in transit & cash access services available to patrons, on favourable terms
• Standard Operating Procedures; maintain an effective control environment to ensure all transactions processed and assets protected in line with issued SOP’s, updated as appropriate
• Banking; all gaming cheques accepted, and all winners’ payment transactions are compliant and processed in an accurate & timely manner
• Provision of Information; ensure all patron records are maintained up to date and all Cashier communication is efficient and reliable to provide support to other departments
• Casino Management System; development of Intelligent Gaming’s CMS to improve the capability and efficiency of cash desk operations, including testing, audit & sign off upgrades
• Compliance & Audit; manage audit of Cash Desk operations against SOP's, provide monthly reporting schedules to Compliance, and manage external audit reviews.
• Process Improvement; identify and manage continuous improvement to Cash Desk policy, processes & procedures to achieve best practice, and support similar in other departments
• Team Resourcing; ensure the skills & experience required to deliver a high standard of operations are on rota at all times and delivered to budget
• Team Engagement; lead and motivate in a culture of high performance by establishing individual performance expectations, coaching, feedback, reward and recognition
• Team Strategy; manage development planning and ensure appropriate resources to support learning & training of team members and appraise performance against KPO’s
• Head of Department; represent the Cash Desk at an organisation wide level, report to Senior Management on team and business performance, and lead collaboration with other HoD’s

Qualifications, Skills and Experience - Essential
• Exceptional probity; credit clearance; ability to obtain and maintain a Personal Management Licence
• Demonstrated experience in cash handling, reporting and numerical skills
• Demonstrated experience in a senior cashier position
• Demonstrated ability to manage a Cash Desk operation, coach & develop direct reports
• Expert knowledge of & experience using IG’s Casino Management System
• Exceptional communication and dispute resolution skills
• Demonstrated ability to identify and respond to internal and external customer needs
• Demonstrated ability to work effectively in a team
• Highly motivated to develop and build strong relationships with a variety of stakeholders.

Qualifications, Skills and Experience - Desirable
• Experience with implementing & upgrading business systems; IG’s Casino Management System
• Experience working in a dynamic/commercial environment to deliver objectives
• Experience working in the premium casino and hospitality industry
• Intermediate Excel level

You must be over 18 and be eligible to live and work in the United Kingdom.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Deputy General Manager - Midlands

Job Title:  (Position Filled) Deputy General Manager
Salary:  To be discussed
Location:  Midlands

Principal Accountabilities
• Supporting the General Manager responsible for implementing the operational objectives of the business.
• Accountable for the communication and implementation of the overall strategic direction of the business by co-ordinating all gaming, marketing, entertainment, restaurant and bar offers and leading employees through the implementation.
• Responsible for maximizing spend and income per head, attendance levels and all aspects of people management, including leading, coaching and motivating all staff grade employees to achieve/exceed their potential ensuring a consistent approach is adopted in all situations.

Main Duties
• To ensure full compliance within the requirements of the Gambling Act 2005, Gambling Commission guidelines, Licensing conditions and codes of practice (LCCP), Company policy and procedures, including Employment Law and any other relevant legislation or authorities.
• To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy
• To ensure all employees deliver exceptional levels of customer service in accordance with the Signature Service standards by demonstrating a pleasant, professional manner with all stakeholders. Anticipate their needs and expectations therefore ensuring they enjoy their experience with us.
• Pro-actively manage all aspects of the casino operation when required to fulfil the role of duty manager, with special emphasis upon the delivery of effective, efficient on shift gaming performance.
• To maximise turnover and margin opportunities on all Gaming offers, including electronic gaming.
• To support the General Manager in strategic development and profit maximisation of all revenue streams.
• Managing and implementing an effective rota and correct staff utilisation across departments to ensure daily operational efficiency across all departments.
• Maintain consistent awareness of all table results, major players, win/loss, high value chip movement and unusual incidents.
• Seek and continually develop your knowledge of the Industry and all competitors looking for opportunities to ensure business growth, maximising profit, margin and turnover in all areas of the casino and make the appropriate business recommendations for implementation.
• To ensure clear and effective channels of communication across all departments within the casino and support functions, both internally and externally ensuring that the team are aware of the standards and objectives of the department/business unit.
• Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution.
• To work alongside Operational Management and HR to ensure all aspects of employee relations are dealt with fairly and in accordance to company policies; including Flexible Working, Parental Leave and Performance Management.
• Ensure marketing initiatives are implemented effectively and proactively and communicated to employees quantifying their knowledge and understanding.
• To implement the disciplinary and grievance procedures as required ensuring a fair and consistent approach to managing performance is consistently achieved.
• Positive and flexible approach to change management initiatives to effectively improve business performance and maintain a competitive edge.
• To assist in the recruitment process and manage, train and motivate employees to achieve/exceed their potential using effective performance management techniques.
• Ensure the effective management of the health and safety, security, emergency systems, capabilities of staff and customers, demonstrate awareness of Company policy and relevant legislation.
• Manage the upkeep and maintenance of equipment, fixtures and fittings within all areas of the casino, both internally and externally.
• To encourage and develop a team ethic amongst all employees.
• Responsible for the implementation, management and monitoring of new products.
• Business decisions to be discussed with Managers who have Industry specific knowledge and experience.
• To carry out any other duties as deemed appropriate within the capabilities of the post holder.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Casino Manager - Bristol - £28,000

Job Title:                   (Position Filled) Casino Manager
Salary:                       £28,000          
Location:                   Bristol
 

The Company
A leading Casino Operator is seeking a talented Casino Manager to complement their already successful team.

The Role
To support and assist the senior management in achieving the highest possible standards in the overall operation of the club whilst ensuring full compliance.
Supervision of Gaming
Determine the appropriate numbers, associated personnel costs and skill levels required to effectively run the shift.
Monitor customer movement to ensure gaming tables are opened or closed to maximise business opportunities
To ensure disputes are handled promptly, efficiently and fairly.
To ensure gaming is conducted according to the Gambling Act, regulations and Company procedures.

Team Management
To be fair and consistent in all matters and procedures at all times.
To monitor levels of sickness to ensure the most cost-effective usage of labour.
To manage and take reasonable and consistent action in relation to employee conduct, absence and lateness issues.
To ensure the highest standards of appearance, personal grooming and hygiene.
To ensure individual needs are dealt with professionally and, when necessary, confidentially.

Customer Service
To ensure the highest attainable standards of customer service are delivered at all times.
To actively assess day-to-day customer service needs and respond appropriately

Compliance and Security
To be compliant in money laundering, gaming activity, health and safety, hygiene and fire regulations.
To be compliant with licensing laws with breaches reported and the appropriate action taken.
To identify and investigate breaches of gaming security in accordance to company policy.
To carry out checks of gaming equipment and ensure it is properly maintained.

Teamwork and Communication
To respond positively to guidance where given.
To maintain a professional working rapport with all other team members
To maintain a positive approach and awareness of the impact actions and attitudes have on others.
To communicate all relevant information.

Essential Skills
A highly motivated individual.
Be self-disciplined, organized and efficient.
Be proactive, self-sufficient and able to work with minimal supervision.
Have substantial experience of managing people and teams.
Have a passion for delivering an exceptional customer experience.
Possess a dynamic, innovative, forward thinking approach.
A high level of personal integrity
A strong work ethic with a passion for exceeding expectations
Outstanding customer service skills.
Exceptional interpersonal skills and able to maintain a positive, professional relationship with all guests.
Methodical and attentive to detail.
Ability to promote all areas of the Venue and understand departmental specific operations and services in order to explain and guide the guest during their visit.
A high level of personal integrity.
A strong work ethic with a passion for exceeding expectations.
Show respect and appreciation to all.
Encourage and contribute toward a culture that supports everyone to be the best that they can be.
Good communication skills in order to deal efficiently with customer needs and to interact with management and other team members
Possession of a PML

To discover more contact Steven Jackson on steven@grs-recruit.com

(Position Filled) Customer Verification Manager - London - £42K Pro Rata

Job Title:                    (Position Filled) Customer Verification Manager

Salary:                        £42K Pro Rata

Location:                   London                                 

The Company

A leading Casino Operator is seeking a Customer Verification Manager for a 3 - 6 month Fixed Term Contract.

The Role

• The primary responsibility of this role is to perform AML/KYC due diligence on new and existing members, financial crime investigations and undertake other related compliance related activity, to help the company secure compliance with relevant law and regulation.

Anti-Money Laundering

• Undertaking timely, efficient and accurate DD checks of new and existing members, ensuring decisions are fully reasoned and that all supporting documents are maintained

• Ensuring that DD cases are reviewed within agreed time lines and adhere to strict quality guidelines

• Performing ongoing monitoring of the company’s customer base, including PEP, Sanction and Negative Media screening and analysing the results to eliminate or confirm matches

• Overseeing the customer screening programme, addressing potential “matches”, providing clear recommendations as to when a customer’s membership should be terminated

• Providing accurate input and maintenance of key data which underpins DD, such as legal entity name, address/contact details, type of business in relation to legal entity type, any linked parties to transactions etc.

• Preparing robust KYC and Player Protection management information for to the management team/Board

• Communicating professionally and confidently with stakeholders including operational colleagues, gaming managers, cash desk and customer relations

• Helping to ensure that the work of the KYC team is in line with relevant law/regulation, guidance and best practice

Social Responsibility/Player Protection

• Working as part of the compliance programme, to monitor customers and identify those who may be vulnerable

• Raising concerns about relevant customers early, so that the appropriate remedial action may be taken in line with the social responsibility programme

General Compliance

• Undertaking audit activity to assess adherence to agreed compliance policies and procedures

• Participating in ad hoc and project work as required e.g. remediation projects, process enhancements etc.

Technical Knowledge

• At least 2 years proven experience of undertaking KYC analysis

• Proven experience of undertaking financial crime investigations including, the reporting of SAR’s

• Proven knowledge of legislation including Money Laundering Regulations, POCA, the Terrorism Act etc.

• Understanding of key KYC inputs including company balance sheets, financials, annual returns etc.

• IT literate, confident in using MS Office, in particular Excel and SharePoint

• AML Certification (completed or in progress) desirable

Required Skills

• Keen attention to detail

• Able to work independently, with minimal supervision

• Able to manage a demanding workload, competing deadliness and to appropriately prioritise urgent work based on regulatory/operational needs

• Excellent analytical and risk assessment skills

• Excellent verbal and written communication skills

• Flexible, adaptable and pragmatic

• Able to interact with stakeholders at all levels in a professional, service-orientated manner; and to be an ambassador for the compliance programme

To discover more contact Steven Jackson on steven@grs-recruit.com