Service Manager

Recruiter: lubomir.blahovsky@tain.com

Job summary

The Service Manager shall be assigned the responsibility for the operation of all tables, creation of high employee morale, all in accordance with established policies and practices. The idea candidate is responsible for monitoring Game Presenters and Pitboss inside the Pit including Service Support Officer during the shift and assist monitoring Shuffle Leads/Shufflers in the absence of Card Room Manager during the shift.

Responsibilities 

• Ensure that studio/service room/card room staff are knowledgeable and aligned with the Company Policies and Procedures.
• Collates and prepare monthly reports (GPs performance, table incidents, etc)
• Update and maintain table rotation so shift is adequately staffed.
• Update and monitor GP/Shuffler/SSO schedule during the shift.
• Responsible for GP uniforms during the shift.
• Supervises Game Presenter/Pitboss/Service and Support Officers on assigned shifts.
• Resolves work related issues within the department.
• Maintain smooth operation inside the PIT/Service Room/Card Rooms during the shift.
• Reviews all table incidents during the shift and escalates any abnormal incidents to Product Team/Customer Support.
• Responsible to send Shift Report.
• Carry out any ad hoc duties that might be required from time to time according to the Company’s exigencies.
  

Knowledge Requirements 

• At least one (1) year and a half of experience as Pitboss or Service Support Officer Shift Lead within the Company / Studios or two (2) years of experience in a similar role if externally hired.
• A proven track record of successful leadership and team management.
• Ability to lead and motivate the team.
• Quick thinking and ability to make decisions under pressure.
• Data driven.
• Strong verbal and written communication skills.
• Ability to conduct training to the team.
• Extensive knowledge of game procedures and settlements.
• Ability to handle multiple tasks simultaneously.
• Strong character and direct communication on feedback, along with managing conflicts while ensuring transparency.
• Able to coach and mentor the team members to develop their skills and reach their full potential.