Job Purpose
Responsible to be the frontline customer point of contact, providing exceptional service to guests on the slots floor, and assist with the servicing and cleaning of gaming machine components in accordance with company standards and gaming regulations
Key Performance Areas
Maintained Gaming Machines (Please review in line with the Technical Work Deliverable Task Register for detailed activities)
Cleaning, servicing, replacing and testing of minor components of EGMS, Gaming Kiosks, Displays, card reader, keypads, IView screen, note acceptor, EGM bases, Gaming Table Equipment, Signage, cashiering equipment, marketing and promotional equipment (Refer to the work Deliverable task register)
Record all job cards
Move and place EGMs
Clean-up move location
Ensures RGP information is displayed
Slots Floor Transactions:
Verifies jackpot payouts
Completes and validates documentation
Identifies, reports and resolves faults / tilts on machines
Identifies and resolves transactional errors
Logs faults with technical departments
Reports defects to general appearance and functioning of gaming floor
Escalates issues with relevant parties:
Technical, Surveillance, Security, Management
Resolves minor disputes and escalates issues as required
Gaming Technical Standards:
Clean-up move location
Keep workshop tidy and safe
Clean, store and secure equipment
Customer Engagement:
Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
Interact with guests and provide professional service standards and relevant solutions ** Identifies customers and understand their preferences
Educate customers on business unit facilities, products and current promotions
Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
Education: Grade 12 Natural Science and Mathematics) or N3 - Electric/ Electronic
Experience
Experience: N/A
Accreditation/ Registration/ Licenses: Meet the requirements for a gaming licence
Work conditions and special requirements
Ability to work shifts that meet operational requirements
Physically able to work and stand for long periods of time
Physically able to move machines and handle work with tools applicable to the job
This role is required to work in a smoking environment
Skills and Knowledge
Skills & Competencies
Core & Personal Behavioral Competencies
Analyzing
Applying technical expertise and technology
Relating (connecting; valuing diversity and interacting)
Maintaining focus
Collecting Information (listening; asking questions)
Dealing with Customers
Following Instructions
Emotional maturity
Preferred Personality Traits
Confident team player who is Presentable, Positive, Service oriented, Energetic, Passionate, Friendly, and able to create an entertaining environment for guests
Maintained Gaming Product
Cleaning, servicing, replacing and testing of minor components of EGMS, Gaming Kiosks, Displays, card reader, keypads, IView screen, note acceptor, EGM bases, Gaming Table Equipment, Signage, cashiering equipment, marketing and promotional equipment
Record all job cards
Move and place EGMs
Clean-up move location
Ensures RGP information is displayed
Gaming Technical Standards
Clean-up move location
Keep workshop tidy and safe
Clean, store and secure equipment
Customer Service
Provides accurate guest information including promotional information
Greets guests with a friendly smile, eye contact on arrival, friendly goodbye and treated with respect at all times
Be available and interact with guests to assist with queries
Technical/Proficiency competencies:
Gaming Component Knowledge
Gaming Component Servicing & repairs
System auditing & investigations
English verbal communication skills
Proficient computer skills
Numerical skills (calculations of large numbers)
Slots Products - Machine card transactions, Smart card adjustments, pay-outs
Loyalty Programme product knowledge
Use Slots equipment - Machine types, manufacturer, denomination, payable, functionality, diagnostic functions.
Compliance procedures and regulations
Basic responsible gambling principles