Gaming Service Manager

SS&A Albury is a premium entertainment venue in the heart of the Albury CBD. Experience the excellent hospitality and friendly customer service!

We have an exciting opportunity for a Gaming Services Manager to join the Management team at the SS&A Club. This is a pivotal role, driving your team with empathy and passion, ultimately leading to exceptional customer experiences and contributing to our business success.

You will be responsible for enhancing and optimizing the overall experience of customers and employees in the Aurum Bar and Lounge ensuring that every interaction, touchpoint and engagement aligns with our values and exceeds our customer service expectations.

Key Responsibilities:

• Personally greet and assist gaming patrons and maintain a high level of visibility on the gaming floor
• Develop and maintain strong and positive relationships with key stakeholders and customers 
• Actively listen to feedback, anticipating customer and employee needs
• Guide the team to create more meaningful and impactful interactions
• Manage service levels and response times while ensuring exceptional customer service at all times
• Lead and manage a team of floor staff and team leaders ensuring they feel valued and empowered to deliver exceptional experiences
• Train staff and uphold standards with passion fuelling enthusiasm, dedication, and innovation within the team
• Manage department rosters and leave ensuring optimal staff levels and coverage
• Act as Host for gaming events and activities 
• Maintain the role of Responsible Gambling Officer
• Comply with all internal policies and procedures, relevant statutory and regulatory requirement, legal demands and professional and ethical standards with respect to Responsible Conduct of Gaming and Anti Money Laundering

Why Choose Us?

You will be supported by professional management, receive staff discounts, corporate uniform, free coffee, on-site parking, ongoing training and development opportunities and free access to Sonder (health, safety and wellbeing app) for you and your family members!

Work days will be Tuesday to Saturday and include a mix of days and nights. Roster flexibility will be required to meet operational demands, peak trade periods and special events.

About You

You will have exceptional customer service skills and demonstrated experience leading a team in a customer service environment. You will have a confident and approachable personality and a can-do attitude. Your communication, organisational and interpersonal skills will be exceptional.

NSW RSA & RCG essential, ARCG desirable

A National police check will be required during the recruitment process for this position.

Contact Pip Flegeltaub - HR Manager on 0260 226*** for a confidential chat.

Applications close 17th April 2024 unless position is filled prior.