Merkur Slots Venue Manager - Norwich
Apply locations Norwich time type Full time posted on Posted 2 Days Ago time left to apply End Date: December 24, 2024 (10 days left to apply) job requisition id JR1000815
It's fun to work in a company where people truly BELIEVE in what they're doing!
Please come and work for us.
We're committed to bringing passion and customer focus to the business.
Position: Venue Manager - Norwich
Salary: £33,345 per annum
Hours per week: 45
Do you want to be part of an exciting market-leading business that can help your career scale to new heights?
Then read on!
At MERKUR Slots we are passionate about our customers; we just love giving them a warm welcome. Giving customers a great experience comes with ensuring we give them the best service that keeps them coming back to us time after time.
Our colleagues are the heart of our venues; that’s why we invest in training (ours is 1st class!) and support you to be the best you can be – don’t worry if you are not an expert within our industry – we will take care of that.
We are looking for enthusiastic individuals who thrive on a challenge and want to learn. If you are looking for something new and have experience of being a great leader within a similar industry, retail or hospitality, then we would love to hear from you.
Job purpose
Overall responsibility for the performance and profitability of a licensed gaming centre, including but not restricted to ensuring that:
1. Budgeted targets are achieved;
2. Company operating standards are adhered to;
3. Cost controls are met;
4. Human Resources are effectively managed;
5. Marketing/promotional activities/events are delivered correctly;
6. Physical and personal security is maintained;
7. All management reporting/administration is completed;
8. Cash/assets are controlled and any risk of loss is minimised;
9. Excellent customer relations are built and maintained;
10. Operate in accordance with LCCP;
11. Lead Supervisor maintains control of venue and offering support where appropriate;
12. Staff are being properly managed and training is being carried out where required;
13. Cluster/Area Manager is being regularly briefed on venue performance.
Main responsibilities and key tasks
Operational
1. To ensure day to day control and co-ordination of all venue activities and staff.
2. Through regular inspection, ensure that interior/exterior standards are maintained at a high level and that all housekeeping standards are adhered to.
3. Establish and maintain customer service standards on behalf of the Company and maximise income wherever possible.
4. To take full responsibility for the opening, trading and closure of the venue.
5. To monitor the level of engineering support provided to the venue and report any deficiencies.
6. To implement the required PPM schedules to ensure machine maximisation is achieved and reduces down time/loss of revenue.
7. 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.
8. To implement appropriate marketing/promotional activities in order to maximise revenue opportunities.
9. To monitor competitor activity, report as appropriate and recommend action where required.
10. To maximise all other business opportunities within the venue.
11. To ensure venue cash collections are carried out in a timely and accurate manner, in accordance with Company procedures.
12. To monitor and analyse machine income levels and recommend appropriate action to maximise revenue opportunities, i.e. machine moves, new equipment.
13. To observe the legal aspects of the business relating to machine licensing and to report any discrepancies immediately to the Technical Department/Operations Manager.
14. To achieve KPIs and audits; this includes international, compliance, etc.
15. To follow company standards as stipulated in the Operations Manual.
Security
1. To ensure that no person under the age of 18 years of age gains access to the venue in accordance with current legislation.
2. To ensure that all Company security procedures are adhered to by all employees.
3. To conduct regular, random checks of floats, keys etc on all employees, taking appropriate action where necessary.
4. To hold regular assessments of security procedures in liaison with the Cluster/Area Manager and where appropriate, identify potential weaknesses/threats.
5. To ensure the correct operation and monitor the condition of all security aids supplied by the Company, i.e. CCTV, alarms, panic buttons etc.
6. To assist in security investigations as necessary.
7. To action security alerts as necessary.
8. To respond to alarm activations and take appropriate action.
Health and safety
1. To ensure at all times the safety of all employees together with those members of the public visiting the venue.
2. Adhere to all health and safety practices and procedures ensuring employees operate the venue in a safe manner, and in the event of health and safety issues arising, that matters are reported immediately to the Area Manager/Facilities Department.
Administration
1. Ensure that all daily/weekly/periodical administration is completed at the correct time and to the required standard.
2. Retain completed administration in line with company policy and legal requirements.
3. Investigate any exceptions, promptly taking appropriate remedial action as necessary.
4. To ensure that all Company assets are registered and monitored as appropriate.
Human Resources
1. To ensure that all venue employees perform to required personal and company standards at all times.
2. To deal with any instances of poor performance or misconduct ensuring the appropriate action is taken, this includes referral to the Cluster/Area Manager.
3. To ensure that all newly recruited employees receive a full induction on commencement and are trained in all aspects of venue operation and are booked on to relevant courses to support customer service and product knowledge.
4. Escalation point for the day to day problems arising from employees within the venue.
5. To ensure a good working environment is established and maintained, in order to obtain the maximum commitment and productivity of employees.
6. To ensure that all recruitment applications are dealt with in a timely manner and in accordance with current legislation and company policy.
7. To ensure that all on-site recruitment advertising is presented in a professional manner and in accordance with current legislation and company policy.
8. To operate within agreed manning levels as directed by the Cluster/Area Manager.
Marketing and promotional activity
1. To ensure that all marketing/promotional material is implemented in accordance with the instructions of the Cluster/Area Manager/Marketing Manager.
2. To ensure that all promotions are run in an indiscriminate manner, with any customer feedback being responded to immediately or referred to the Marketing Manager for further action.
3. To ensure that all promotions are run legitimately and in accordance with current gaming legislation.
Communication
1. To attend any meetings as requested.
2. To ensure that all employees are updated with regard to company information and policies as required.
3. To undertake team briefings as and when required ensuring that records are made and maintained.
4. Overall responsibility for completion of the end of period venue activity report on a timely basis, ensuring that all aspects are completed as appropriate.
Customer service
1. To own and resolve problems where required.
2. To promote the company in a positive manner when dealing with internal and external customers or at any other opportunity.
3. To actively manage and promote safeguarding and social responsibility measures whilst maintaining excellent customer service.
4. Ensure that personal presentation and profile is such that it reflects well upon the company.
5. To respond positively, promptly and appropriately to all customer feedback/enquiries.
6. To conduct all business in a polite and courteous manner.
7. To promote the concept of teamwork to enhance business opportunities and achievement.
8. To investigate and action all customer complaints immediately.
9. To ensure that customer service is carried out in line with company standards and results in ‘customer delight’.
10. To maintain a high standard of personal presentation and ensure that all employees adhere to the brand dress code at all times.
11. Champion company standards and best practice within venue, according to the needs of the business.
Other
1. To actively discourage harassment, bullying, victimisation or discrimination of any kind against employees, management or customers on the grounds of race, sex, disability, age, sexual orientation, religion or belief.
2. To operate in accordance with the LCCP.
3. To carry out any other reasonable duties as required by the Company.
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.
INDVM
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
MERKUR Casino UK operates a number of venues throughout the UK with over 220 Adult Gaming Centres under the MERKUR Slots brand. We also have one Casino, based in Aberdeen and one MERKUR Bingo club based in Lowestoft.
MERKUR Slots showcases the latest digital “slot gaming” products in convenient high street locations, providing a modern casino feel, whilst our MERKUR Bingo club offers a fun bingo experience, and our casino in Aberdeen provides the traditional casino experience.
Our focus is on providing our customers excellent customer service, in a safe and modern environment, with teams that work together to deliver an exceptional customer experience.
Find out more about us and our brand by visiting our website.
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