Overview
Supervisor MVG Jobs in Pretoria, Gauteng at Sun International
Job Purpose
Responsible to supervise and monitor the MVG operation and team during the shift to ensure an exceptional guest experience at the MVG desk in accordance with company standards and gaming regulations.
Key Performance Areas
Scope and limits of the job
Meet the requirements for a gaming license
Ability to work shifts that meet operational requirements
Work in a smoking environment
Physical mobility to move around as per job requirements (including with the use of aids)
MVG Desk Supervision
Promotes Loyalty Programme and explains benefits
Clear understanding of the programme operations (Terms and conditions, programme mechanics)
Completes registers (e.g., lost cards, unclaimed monies, key, radio, etc)
Interact and be present at and around the MVG desk during service to understand and assist customers with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Promotes active customer engagement amongst the staff
Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet
Report and resolve any issues experienced
Monitor the capturing of data into the loyalty management system
Supervise the control of stock and operating equipment as per SOP for the outlet (e.g., numbered, stationery, registers, voucher books, MVG cards, collateral, etc)
Completes MVG admin paperwork
Completes and forwards customer transaction reports
Calculates and disburses discretionary/ complimentary spend
People Supervision
Manages employees to ensure that staff uniform, hygiene and appearance is maintained
Conducts performance contracting, reviews and development
Identifies performance gaps and conducts coaching and on job training
Identifies and addresses misconduct issues
Keeps records of coaching discussions
Delivered Customer Experience
Monitor service standards to ensure all guests are treated with courtesy and respect at all times, and that their individual needs are addressed
Up skill staff to ensure that they are fully fluent in details of current campaigns, promotions and gaming operational knowledge
Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Drive MVG sign-ups through educating non-MVG customers on the floor with regards the MVG programme and its benefits
Report on any issues experienced and solutions executed
Core & Personal behavioral competencies
Problem Solving
Collecting Information (listening; asking questions)
Dealing with Customers
Handling conflict
Checking
Following Instructions
Emotional resilience
Honesty in the handling of cash
Presentable
Technical / proficiency competencies
English verbal and written communication skills
Loyalty Programme product knowledge, profile management (data capturing, card issuing, reward processing)
Basic gaming product knowledge
Compliance procedures and regulations
Basic responsible gambling principles
Proficient computer skills
Typing skills
Working knowledge of SVC / Opera PMS /EGS / Promo Exec is an advantage
Education
Grade 12, with at least Math’s literacy
Certificate in PR / Marketing would be an advantage
Experience
4-6 years’ experience in a customer facing role, including supervisory experience preferably obtained in the gaming industry
Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
Title: Supervisor MVG
Company: Sun International
Location: Pretoria, Gauteng
Category:
