MERKUR Casino UK
Merkur Slots Team Member
Hull
Posted about 19 hours ago
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Job purpose
To ensure day to day operation of a licensed gaming centre, including but not restricted to ensuring that:
- Company operating standards are adhered to
- Marketing/promotional activities/events are delivered correctly to the customer
- Physical and personal security is maintained
- Excellent customer relations are built and maintained
- Venue is operated in accordance with LCCP
- Acts as the responsible person for the venue when rota’d to do so; or in the event of unexpected absence.
Main responsibilities and key tasks
Operational
- To ensure that the venue housekeeping is of the highest possible standard at all times, regularly cleaning floors, walls and other surfaces.
- To routinely clean all gaming centre equipment both before and during trading hours to ensure customers receive a high standard of presentation of equipment at all times.
- To ensure that all cleaning is completed in line with company policy, including toilets.
- To issue customers with change as required and to control any personal float allocated, in accordance with company procedures.
- To ensure service rounds and refreshments are offered in line with brand guidelines.
- To assist with pre-collection/midweek collection procedures as directed if required.
- To acquire and maintain a high level of machine knowledge both product and technical.
- To complete machine PPM process in accordance with the prescribed schedules to ensure machine maximisation is achieved and reduces down time/loss of revenue.
- To ensure that all machines in the venue are playable; Small fixes, as defined by the Company, are to be fixed; if you are trained and certificated by the Company to do so. Any small fixes, as defined by the company, that cannot be fixed and any other machine faults requiring fixing must be escalated to the technical team.
- To report machine faults in line with Company procedures, using the relevant escalation process. To payout for machine faults in line with Company procedures when authorised to do so by the Cluster/Area Manager.
- To help ensure that all stock is correctly accounted for and secure.
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Security
- To ensure that no person under the age of 18 years of age gains access to the venue in accordance with current legislation and that the company’s ‘Think 25’ policy is applied rigorously.
- To ensure that personal and physical security standards are maintained.
- To monitor the actions and behaviour of customers, noting any behaviour considered to be suspicious and/or disruptive to the smooth operation of the venue, ensuring any concerns are logged on the IHL Tablet and escalated when required.
Health and safety
- To ensure that all health and safety procedures are adhered to, reporting any potential hazards to the Cluster Manager/Area Manager/Facilities Department.
Administration
- To assist with any administration as required to 100% accuracy.
Promotions
- To ensure that all promotions are run in an indiscriminate manner, with any customer feedback being referred to the Cluster Manager or Marketing Manager for further action.
- To help ensure that promotions run smoothly and are a success.
- To ensure that all promotions are run legitimately and in accordance with current gaming legislation.
Communication
- To attend any meetings as and when required.
- Keep up to date with business changes by reading and acknowledging you have read the weekly Business Bulletin.
- Keep up to date with any urgent business communications sent to the venue email address.
- Keep up to date by logging into Inform People for: (1) any company communications sent to employees, (2) any new training you need to complete.
- Complete handover of shift appropriately.
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Customer service
- To promote the Company in a positive manner when dealing with internal and external customers.
- To actively promote safeguarding and social responsibility measures whilst maintaining excellent customer service.
- To respond positively, promptly and appropriately to all customers requests.
- To ensure that customer service is carried out in line with company standards and results in "customer satisfaction".
- To ensure that customer complaints are brought to the attention of a member of management as quickly as possible. In the event of lone working this should be escalated to the Cluster Manager in the first instance. If the Cluster Manager is not available it should be escalated the Area Manager.
- To own and resolve problems, escalating where appropriate and in accordance with the complaints policy.
- To interact with customers through your shift and intervene as appropriate. Such interactions must be logged in accordance with policies.
- To maintain a high standard of personal presentation ensuring the brand dress code is adhered to at all times, whilst on duty.
- Achieve, maintain and impart to customers great product knowledge to support the customer journey and enjoyment.
Other
- To actively discourage harassment, victimisation or discrimination against employees, management or customers on the grounds of race, sex, disability, age, sexual orientation, religion or belief.
- To carry out any other reasonable duties as required.
- In keeping with the accepted principles of good Company practice, you may be required to undertake additional or alternative duties related to your position as directed from time to time by your Line Manager.
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Skills
Customer Service
Cash Handling
Facility Maintenance
Security Monitoring
Compliance
Conflict Resolution
Technical Troubleshooting
Health and Safety
Stock Control
Communication Skills
Location