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Team Member/Senior Team Member

Job Reference STL2599
ACES Reference Mecca/2210
Location Rosehill
Job Type Part Time Permanent
Salary Competitive pay and benefits
Brief Description Supporting and contributing to the effective operation of the business as a member of the unit team.Ensuring that the highest level of customer service and satisfaction are achieved.

Main Accountabilities Club Operations (1) General (all departments) The role holder will be accountable for: Complying with all company rules, procedures and guidelines at all times. Working in accordance with Gaming regulations at all times. Being aware of all session times and prices to deal with enquires. Applying company security procedures and ensuring that all cash handling is secured at all times. Ensuring that the department and unit is clean and tidy at all times. Ensuring that the toilets within the unit are checked on a twenty-minute basis and are clean and tidy. Dressing to the clubs standards and ensuring adherence to all company presentation and hygiene requirements. Checking winners claims during the main bingo session with the caller (using a microphone) quickly and efficiently. All responsibilities that are associated with the effective management of their specific in-unit departments, including: (2) Electronic Gaming Checking machines before each session to ensure that they are fully operational. Refilling the machine tube as necessary, with the support of the Cashier or an alternative senior member of staff. Identifying and logging any faults that require an engineer; assisting the engineer on site with repairs. Assisting the Cashier in the daily and weekly machine emptying procedures. Providing change for customers as required. Being fully aware of machines & operational procedures. Being able to advise and train all customers on how to use all equipment. (3) Ancillary Games (including Cashline) Explaining the game to new members. Checking equipment is operating and mark out of order where appropriate. Ensuring that the rules of play are followed. Collecting, checking and signing for float as required; supporting the Cashier in implementing these procedures. Patrolling aisles, issuing change to customers as directed. Supporting the Cashier in the issuing prize money to customers in accordance with company procedure. Supporting the Cashier in providing customer refunds as a result of machinery faults. Fulfilling all administrative requirements as directed by the departmental manager. Calling Cashline when required. (4) Booksales Reconciling cash taken with books and flyers sold, checking opening and closing numbers. Ensuring enough books are prepared for the next session. Recording winning members details as required. Calculating prize money with guidance of the departmental manager and the Cashier. Paying out correct prize money in line with Company Procedures. Assisting with the inputting and operation of both the National Game and Meeron Link Game inline with current game policy and procedures. Ensuring that all unsold and void tickets are stored and logged as appropriate. Ensuring that the correct pricing is displayed. Collecting, checking and signing for float as required; supporting the Cashier in implementing these procedures. (5) Catering (including Bar and Cafe) Preparing and presenting food in accordance with food hygiene regulations. Preparing the bar and buffet for opening, ensuring all shelves are fully stocked. Reconciling cash taken with till readings, at the end of each session. Clearing and tidying Bar, Caf�, Kitchen and storage areas as required. Collecting and washing crockery, cutlery and glasses. Serving customers at their table, if required. Restocking vending machines as required. Recording all wastage in line with company guidelines. Ensuring that all equipment is clean and undamaged. Assisting with the storage and movement of all deliveries. Rotating stock in line the company guidelines Reporting to Team Leader (TL) if stocks are low and fulfil order if required Being aware of the current COSSH regulations and to understand the correct use of chemicals within the catering department. Completing inline with company requirements, daily temperature logs and associated paperwork. (6) Front of House (FOH) Swiping cards. Focusing on new members and ensuring that the front desk is operated in such a way that it is made easy for new members to play. Following up with new members between sessions to ensure that they are having a good time. Maintaining the cleanliness and tidiness for the Front of House area. Issuing duplicate membership card if required. Dealing with new membership enquiries, processing application and issuing new members pack and file applications in line with legal guidelines. Ensuring that the membership system is used to full potential and that information required by management can be easily obtained. People Management The role holder will be accountable for: Attending and contributing to team briefings in a positive and productive way to improve department effectiveness. Assisting in the company induction process, job skill training and any other ongoing training as required. Praising and encouraging other members of staff through regular feedback. Achieving their own Personal Development Plan (PDP) and developing their knowledge of areas that will impact on their unit and their role. Ensuring that their gaming knowledge is up to date, through discussion with their Team Leader and Company Brief. Ensuring they are aware of business performance and promotions through the control boards. Ensuring that all staff work together, taking into account their objectives and priorities. Customer Service: The role holder will be accountable for: Dealing with customer enquires and complaints effectively as required. Applying the principles of Health and Safety legislation to all aspects of customer welfare. Dealing with customer enquiries; providing information about all areas of the club with confidence. Engaging with customers to create a warm and hospitable environment that encourages individuals to visit again and experience different offerings within the unit. Leading by example and consistently driving forward Club Standards. Greeting customers when entering or leaving the Club; being friendly and accessible to customer needs. Ensuring all customer complaints are handled quickly and efficiently, referring appropriate issues to the Duty Manager. Ensuring that they assist customers with special needs appropriately and consistently. General: The role holder will be accountable for: Providing information as requested by representatives of the Gambling Commission and other Public and Company officials. Using all relevant computer packages to fulfil their duties. Knowledge, Expertise and Qualifications (relating to specialist knowledge and expertise required to undertake the role). Essential Excellent customer service skills. The ability to deal with a number of different issues. The ability to relate to different customers. Preferred Previous experience in leisure or retail. Previous customer service experience (internal or external but must be able to demonstrate experience and how it can be applied in Mecca.)
More Details Job Description Details
Closing Date 14/04/2013 23:59:59

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