Head of Guest Service - £45,000 - £52,000 – Leisure + Gaming – East London
The Head of Guest Services will assume responsibility for 3 duty manager shifts a week (may increase when required to cover holidays/absence etc). The duty management shifts are all about being visible leaders throughout the property in all customer-facing areas. Focused on the general operating floor management – not limited to creating and maintaining efficiencies, standards, compliance and issues within the organisation as well as ensuring that customer issues are properly handled. The duty management shifts shall provide a direct contact for any circumstances that arise out on the operating floor within any department and their ultimate responsibility is to ensure that the Casino operates as smoothly and efficiently as possible and that all customers have an enjoyable and satisfying experience. The duty management element of the role is responsible for
- Maintaining a physical presence on the operating floor when on duty;
- Working closely with various management positions – keeping them informed and supported at all times;
- Addressing problems/concerns/standards immediately as they arise;
- Completing mandatory compliance checklists whilst on duty;
- Handling complaints and overseeing ejections to ensure they are carried out efficiently and in alignment with license conditions;
- Liaising with customers base (dealing with situations; KYC; Audits etc);
- Communicating and liaising with internal customers such as contractors or suppliers, representatives of the landlord, any relevant regulatory body, licensing authority, police or other emergency services, members of Newham Council and executive management;
- Minimising risk.
- Fully accountable for department understanding of operating license conditions; Gaming license entry conditions; liquor license conditions; SIA licensing conditions;
- Ability to manage diversity through displaying robust leadership & management qualities
For more details contact David on 02077902666 or email email@example.com
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