The Reception Manager will support, coach and manage the Reception team in ensuring all customers enjoy a positive, informative and engaging experience by leading and managing service delivery. The role supports the key business strategies by optimising patron spend and data analysis through leading; coaching and motivating all team members to deliver an engaging and compliant customer experience.
Key duties and responsbilities:
• Facilitates and manages the delivery of promotions and upselling of Aspers service products including marketing campaigns.
• Delivery of the Loyalty programme, from sign up through early life, supporting initiatives to drive retention and customer satisfaction.
• Full responsibility and accountability for the operation of department.
• Manages and analyses service standards to ensure that department integrity is maintained.
• Responsible for labour & holiday management in line with operational requirements.
• Maximises data collection efficiency of Loyalty programme sign ups and take corrective action where required.
• Ensures any financial transactions are properly accounted for through the accurate and transparent reconciliation of funds.
• Demonstrates knowledge of rules, processes and department equipment functionality
• Leads by example in the confident and appropriate resolution and recording of customer complaints in line with Company policy and procedures.
• Understands the importance and responsibilities of maintaining Loyalty Programme conditions
• Responsible for ensuring the accuracy of department audits and ensuring they are completed within the department in a compliant manner
• Daily demonstrates legislative compliance, adherence to and knowledge of Anti-Money Laundering, Safer Gambling, GDPR and Health and Safety.
• Carry out any other duties that may be reasonably requested from time to time.
WHAT WE OFFER
As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:
Company funded benefits
* Private GP helpline.
* Discount portal for popular retailers, restaurants, leisure and more.
* Pension scheme.
* Life assurance.
* Employee assistance programme " A confidential helpline providing 24/7 advice and counselling whatever the issue.
* 20% discounted gym membership.
* Mental health support.
* Family-friendly and wellbeing policies.
Flexible benefits* " designed for employees to choose the best package for their personal needs.
* Health Cash Plan (level 1 is company funded).
* Critical illness cover.
* Dental insurance.
* Travel insurance.
* Health Screening.
Rewards, recognition, development, and events
* Career development opportunities.
* Genting Academy " online learning portal.
* Long service awards.
* Staff social fund.
* Annual company Christmas present.
* A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
*Subject to eligibility.
OUR BUSINESS
Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.
As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.