Job Description

Job Title

/ Team Leader (TL)

Department

/ Operations

Date of Completion of Job Description

/ June 2009

Reports To/Line Manager

/ General Manager (GM), however, the role holder is expected to support the Duty Manager (DM) as required.

Number of Direct Reports

/ Assistant Team Leaders (ATLs) and Team Members (TMs)

Budget responsibilities

/ Various

Location

/ Unit specific

Hours

/ Up to a maximum of 39 hours, however, the role holder is required to work such hours as may be necessary to carry out their duties to the satisfaction of the Company.

Days of work

/ The role will be based around the role holder working a 5 day week (Monday to Sunday as required).
This will be flexible when operational requirements demand this (e.g. to cover key sessions).

Job Purpose

/ The role holder will be accountable for:
  • Supporting the General Manager (GM), and in their absence the Duty Manager (DM), with supervising departmental performance on a session-by-session basis, ensuring that the highest standards are maintained and that revenue targets are achieved.
  • Supporting and contributing to the effective operation of the business as a member of the unit team and departmental leader.
  • Assisting in the development of an effective team using both leadership and communication skills.
  • Ensuring that the highest levels of customer satisfaction and standards are adhered to.
  • Acting as a Gaming Supervisor, Non Gaming Supervisor and / or Key Holder, if trained to the appropriate level, as required (please see separate document for an outline of the responsibilities associated with these roles).

Main Accountabilities

/

Operational

The role holder will be accountable for:
  • Ensuring the effective implementation of departmental objectives through the use of the ‘Control Room’ approach.
  • Identifying and investigating any exceptions; making the appropriate reports to the Office Controller (OC) and the General Manager (GM).
  • Placing orders with suppliers as and when required; ensuring that all deliveries are in line with these, having first received a Purchase Order (PO) from the OC.
  • Liaising with the Operations Manager (OM) to ensure that the department operates at optimum levels of efficiency.
  • Providing continual feedback to the OM on staff and customer issues.
  • Demonstrating a commitment to achieving departmental targets; ensuring that this is shared by all Team Members (TMs) and Assistant Team leaders (ATLs).
  • Completing any departmental paperwork to the required standards and within timescales.
  • Conducting all stock-checks and controlling the movement of stock, taking into account legal requirements; ensuring that any issues are raised with the OC and acted on accordingly
  • Conducting all audits as specified by company procedures and ensuring that issues are raised with the OC and acted on accordingly.
  • Ensuring that the department is prepared for the next session.
  • Controlling the movement of cash handled by the department on a daily basis.
  • Ensuring that all sessions are operated in line with Company standards and that staff apply gaming legislation specific to the operation of each department.
  • Taking responsibility for implementing changes from the audit results, continually assessing departmental standards and communicating issues to the OM.
  • Suggesting possible policy and promotional changes / initiatives and then implementing these as agreed.
  • Dressing according to the Mecca Dress Standards and ensuring that all staff maintain the Company standard of personal hygiene and cleanliness.
All responsibilities that are associated with the running of their specific in-unit departments, including:
Ancillary Games
  • Ensuring regular pad checks and head counts are carried out (if applicable), taking the necessary action if equipment is not working correctly.
  • Confirming with the Cashier that the float is correct and ensuring sufficient change is available.
  • Monitoring the storage, issue and control of vouchers; ensuring that there are sufficient numbers for the session and that the opening number(s) are correct.
  • Supervising the running of sessions on a weekly basis (participating as necessary) and ensuring the department is running according to club standards.
  • Ensuring that the games are called in the prescribed manner to the standards agreed with the OM; ensuring that relevant extracts from the ‘Rules of Play’ have been quoted before the start of the first game and at regular intervals throughout the session.
  • Ensuring the accurate collection and counting of cash causing minimum disruption to customers.
  • Recording vouchers issued and redeemed for prizes on a daily basis (where applicable).
  • Ensuring that all sessions start on time and that the department is clean and tidy to improve the overall customer experience.
  • Ensuring that all Cash Line games are managed and audited correctly.
Amusements
  • Demonstrating knowledge of the performance of the individual machines.
  • Coordinating the movement of machines in liaison with the OM to maximise the ‘Take per Head’ (TPH) across the unit and the department.
  • Analysing and recording machine performance.
  • Monitoring the performance and faults of all machines to maximise profitability.
  • Serving beverages to all players.
  • Completing Zenith reports and repairing machines; producing data if required and following up issues.
  • Ensuring that all machines are running and are audited correctly.
  • Investigating any exceptions across the department with the support of the Cashier; ensuring that any issues are raised with the OC / GM as appropriate.
Food and Beverage
  • Ensuring that sufficient stock is available throughout each session; ordering new stock when at the ‘re-order level’.
  • Ensuring that the cellar-cooling unit is operating correctly; recording the temperature on a weekly basis.
  • Supervising the licensed bar and ensuring that all staff carry out their duties as required.
  • Taking all till / EPOS readings as required and being able to operate this equipment accordingly.
  • Completing the weekly bar checklist and advising the DM of any problems.
  • Completing the food and safety checklists on a weekly basis.
  • Ensuring that vending machines are fully stocked and working properly.
  • Ensuring that all machines are clean and that there is a rota in place to facilitate this; ensuring that the rota is followed and that all actions are completed as required.
  • Ensuring that all goods are secured correctly; rotating the stock to ensure that goods are sold before their ‘use by’ date.
  • Checking the temperatures of all fridges and freezers twice daily; displaying and recording this information.
  • Ensuring that the correct prices are displayed on the tariff board.
  • Completing the Hydrometer test on a monthly basis and ensuring that the results are recorded.
  • Ensuring that all food is cooked and presented to the required standard.
  • Ensuring that the appropriate risk assessments are conducted in line with company policy and that any remedial actions are implemented.
Booksales
  • Controlling the session activities of Booksales staff, deploying and setting task objectives for each staff member and managing the department / session ensuring that the department is ready on time.
  • Ensuring that the National Game procedures are followed as required and within the company guidelines.
  • Operating the National Game work station accurately and in accordance with the timetable.
  • Issuing books accurately from the correct batch on a sessional basis to the Booksales staff.
  • Completing all relevant paperwork accurately within the prescribed timescales.
  • Ensuring that all ‘Charges to Play Notices’ (CTPNs) are displayed and that all the requirements outlined in the company procedures are followed.
  • Displaying the correct prize money and serial numbers at the correct time.
  • Ensuring that enough books are prepared for the next session by referring to sales from previous sessions, with attention to promotional activity.
  • Ensuring that all books / flyers taken from the book stock are signed for in the stock book; ensuring the use of these in a sequential order.
Front of House
  • Ensuring that they are aware of the statutory bodies allowed to access the premises and ensuring that the DM is informed of their attendance.
  • Supervising the running of the department and participating as necessary; ensuring that the department is run to the required standard.
  • Ensuring that the Visitors Book is completed as required and that all guests are made aware of the appropriate Club evacuation procedures.
  • Ensuring that the daily and weekly fire checks are completed.
  • Ensuring that all customers are ‘swiped’ and registered when they enter the building.
  • Ensuring that all new members are processed correctly and receive the correct paperwork.
  • Maintaining that all customers are greeted when they enter the building and are then wished ‘goodnight’ as they leave.
  • Ensuring that the current admission charge is correctly displayed.
  • Ensuring that all promotional draws are completed as defined by the company policy.

People Management

The role holder will be accountable for:
  • Attending and contributing to team briefings (using the Control Room methodology) in a positive and productive way to improve department effectiveness.
  • Providing an opportunity for all staff to use all their skills by regularly rotating staff within the department.
  • Ensuring that the overall goals of the unit are achieved through teamwork.
  • Praising and encouraging staff through regular feedback.
  • Assisting in the company induction process, job skill training and any other ongoing training as required.
  • Ensuring that all members of staff receive positive reinforcement for implementing behaviours in line with the new operational and customer service standards.
  • Achieving their own Personal Development Plan (PDP) and developing their knowledge of areas that will impact on the Bingo industry, their unit and their role.
  • Counseling staff on performance shortfalls and dealing with any persistent under performance as required under company policy.
  • Completing the appropriate performance review process, as well as setting and agreeing business / personal development objectives; progress against these will be monitored via reviews.
  • Providing coaching where necessary and the encouragement to fulfill self-development objectives.
  • Ensuring that their gaming knowledge is up to date, through discussions with their GM, OM and the use of the Company Brief.
All responsibilities that are associated with the running of various in-unit departments, including:
  • Ensuring that all staff are aware of business performance, policies and promotions; ensuring that departmental objectives are set for each session and achieved (as per the Control Room guidelines).
  • Ensuring that all staff work together, taking into account their objectives and priorities.
  • Organising rotas in conjunction with the OM, to ensure that staff holidays, promotional events and current levels of admissions for a session are covered; meeting the demands of the department within budgetary requirements.
  • Conducting the recruitment process for all CSAs and ATLs, utilising the appropriate organisational processes.
  • Managing any sickness and absence across the department; ensuring that any persistent issues are raised with the OC and managed accordingly.
  • Conducting any probationary reviews for TMs as required; acting on the outcome of these as determined by the company HR procedures.
  • Ensuring that all inductions are completed effectively and that any CBT is completed as required.
  • Ensuring that all staff have full product knowledge of their own department and can answer queries on any club issue.

Customer Service

The role holder will be accountable for:
  • Dealing with customer enquiries; providing information about all areas of the club with confidence.
  • Engaging with customers to create a warm and hospitable environment that encourages individuals to visit again and experience different offerings within the unit.
  • Leading by example and consistently driving forward Club Standards.
  • Ensuring all customer complaints are handled quickly and efficiently, referring only appropriate issues to the OM.
  • Ensuring that all staff assist customers with special needs appropriately and consistently.
  • Ensuring that the department and surrounding work areas are clean, tidy, organised and ready for customers.
General
The role holder will be accountable for:
  • Completing any project work as directed by the GM and OM.
  • Providing information as requested by representatives of the Gambling Commission and other Statutory and Company officials.
  • Using all relevant computer packages to fulfill their duties.
  • Acting as a Gaming Supervisor, Non Gaming Supervisor and / or Key Holder if trained to the appropriate level, as required (please see separate document for an outline of the responsibilities associated with these roles).

Knowledge, Expertise and Qualifications (relating to specialist knowledge and expertise required to undertake the role).

/

Essential

  • The role holder must have the appropriate interpersonal skills to deal with a number of different individuals.
  • The role holder must have a full understanding of the legal, company and operational procedures that impact on their department.
  • The role holder must have excellent numerical and literacy skills.
  • The ability to obtain and / or conform to all legislative and company procedures; this should be facilitated by the completion of all Computer Based Training (CBT) and face-to-face training courses.

Preferred

  • It is preferred if the role holder has previous team management experience.
  • It is preferred if the role holder has completed a Duty Managers Assessment (DMA), the Non Gaming Supervisor (NGS) and / or the Key Holder (KH) assessment.