Date of Completion of Job Description

Job Title Gaming Service Manager (GSM)

Department Operations

Date of Completion Version 5: 1st December 2009 of Job Description

Reports To/Line General Manager (GM) Manager

Number of Direct Dependant of unit size and income- Direct Report roles to include; Gaming Team Reports Managers; Poker Room Supervisors, Electronic Gaming Technicians (Auto and Machine) Cash Desk Team Leader

Game Card To meet specific job objectives agreed in the appraisal in order to achieve Game responsibilities Card targets.

Location Unit specific

Hours The role holder will be required to work such hours as may be necessary to meet the objectives of the role.

The role holder will be required to work an agreed number of Duty Management shifts in order to meet the needs of the business

Days of work The role will be based around the role holder working a five day week (Monday to Sunday)

Business Needs The role holder may be required to undertake an alternative management role, either PSM or CSM, as determined by the needs of the business and as part of the career development.

The contents of this job description are intended to act as an outline to the main responsibilities of this position. However, the post holder will be expected to carry out any other duties as requested by their line manager.

D:\Docs\2018-04-22\0b5d779fea577c152dab230bea94dabc.doc Duty Management Responsibility Job Purpose  To effectively manage all aspects of the casino operation on a day to day basis, to maximise the units’ profitability and maintain the security of the premises at all times.  Ensure daily communication to each department to ensure they are empowered to meet the needs of the unit on a day to day basis.  The Duty Manager will, in line with company procedures, be ultimately accountable and will have the authority to make decisions in the absence of the GM.

As GSM the role holder will be accountable for:  Planning the activity in order to achieve the financial targets set for all gaming activities by creating an environment where all their team are able and motivated to deliver a customer obsessed gaming experience.

 Understanding the risks associated with operating a gaming product and ensuring that they and their team are continually mitigating these risks.

 In conjunction with the GM to consult with the Head of Table Gaming, Poker or Electronic Gaming on a regular basis with regard to, performance of the area, introduction of new initiatives and anything that may differ from the national format.

 Proactively encouraging customer loyalty by driving and promoting the Company's Play Points loyalty scheme to the customers ensuring that the team are also engaged with the process via appropriate coaching and that the Club Play Points target is achieved each week. The role holder should also be responsible for monitoring and checking that the PP systems are working for the benefit of the customer.

Main Operational Accountabil ities The role holder will be accountable for ensuring:

(a) The Table Games

 In conjunction with the Customer Services Manager, ensuring that the team is focussed on welcoming new customers and coaching them on the use of the games to improve the customer experience and table occupancy ratio.

 Their team are aware of common and major player playing styles, issues relating to game security and team performance expectations so that coaching these to ensure efficiency meeting the needs of the customer and the business.

 That issues relating to the improvement of occupancy; efficiency and table availability are continually reviewed to determine trends so that planned activity will provide an offer consistent with demand.

D:\Docs\2018-04-22\0b5d779fea577c152dab230bea94dabc.doc  Responsible for maintaining table gaming equipment standards.

(b) The Automated Gaming (Slot Machines and Automated Roulette)

 The automated gaming, in all its formats, is promoted to existing and new customers in line with local or central promotional activity.

 Take responsibility for the Electronic Gaming Technician in order that they are empowered to meet their objective to the highest standards.

 Take all reasonable steps to ensure that all equipment is operational.

(c) Poker Room

 Ensure the club is represented at national or local Poker room meetings

 Have a clear understanding of the poker offer of their competitors and that action plans are revised to address any threats indicated and that the Poker Room Supervisor delivers this in line with national guidelines.

 The income is maximised through the planned uses of cash game activity and the application of the national table of charges for competition play

(d) Cash Desk and Cash Handling

 Ensure that Cash desk run in accordance to procedure and to meet the needs of the customers.

Essential Knowledge, Expertise and  Previous, extensive, gaming experience. With a track record of demonstrating Qualifications they are able to take advantage of the opportunities of a changing environment (relating to whilst having a comprehensive approach to managing the all of the risks specialist associated with the products knowledge and  Experience of creating a customer obsessed environment, achieved through the expertise coaching and development of a team. required to  Knowledge of the demands of operating all gaming revenue streams. undertake the role).

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