High Street Gaming (AGC) Team Member

Job Description

The accountabilities outlined in this job description will be amended from time to time in order to reflect changes in business requirements

Job Title

/ High Street Gaming Member

Department

/ Operations

Date of Completion of Job Description

/ February 2011

Reports To/Line Manager

/ High Street Team Leader

Number of Direct Reports

/ None

Gamecard responsibilities

/ To meet specific job objectives agreed in the appraisal in order to achieve gamecard targets.

Location

/ Unit specific

Hours

/ The role holder will be required to work such hours as may be necessary to meet the objectives of the role.

Days of work

/ The role will be based around the role holder working a five day week (Monday to Sunday)

Job Purpose

/ The role holder will be accountable for:
  • Ensuring all customers receive high-quality customer service to facilitate their play, ensuring profitable admissions, aided by pre-approved promotions
  • Having a basic knowledge of the technical specification of the gaming products & related management systems, including a capability to diagnose & resolve day-to-day operating issues
  • Compliance with the Legal and Company guidelines in relation to areas such as Health and Safety, gaming requirements and audit.
  • Working closely with external service providers to ensure an efficient & prompt level of response for all gaming products, so as to minimise downtime

Main Accountabilities

/

Customer Service

The role holder will be accountable for:
  • Delivering high-quality customer service to facilitate customers play.
  • Being visible and accessible to customers.
  • Actively engaging with customers to create a warm and hospitable environment
  • Dealing with customer enquiries; providing information about all areas of the club with confidence.
  • Ensuring that change is available to customers at all times via money aprons, change machines and integral note changers.
  • Ensuring that machines service keys are always available to deal instantly with customer issues
  • Ensuring that all team members assist customers with special needs appropriately and consistently.
  • Being professional at all time, delivering WOW factors to customers.

Operational

  • Operate customer “Reserved Machines Policy” in line with company guidelines.
  • To prepare food and drink for customers in compliance with food hygiene regulations.
  • To have an in-depth knowledge of amusement machines, offering training to new players.
  • To execute promotional activity ensuring customers and team members receive accurate and timely information.
  • Dressing according to the Dress Standards policy.
  • Ensuring that all machines are fully functional, recording faults in the “Service logbook”.
  • Ensuring that the machines are cleaned and well presented throughout the day, and that all machine areas are tidy, organised and ready for customers.
  • Carrying out basic repairs to minimise downtime of electronic gaming product.
  • Co-ordinating maintenance & repair activities with external service providers, in accordance with their contractual responsibilities
  • Prompt escalation of any unresolved service & maintenance issues to the Electronic Gaming Dept. to ensure downtime is kept to an absolute minimum
  • Maintaining accurate records and providing required reports on all electronic gaming machines
  • Assisting in cash counts and the investigation of differences
  • Reviewing the Playsafe Management System and taking remedial actions when required addressing any issues.
  • Ensuring that their gaming knowledge is up to date, through discussion with their Team Leaders
  • Conducting learn to plays with new customers.
  • Running and controlling tournaments for customer’s promotional actives.

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

/ Essential

Demonstrates a willingness to be a team player, ensuring high customer service standards are delivered, which enhance the customer experience

  • Excellent customer service skills.
  • Demonstrates an understanding of the overall standard of the electronic gaming offer within the unit & those factors which impact its contribution to the business, together with a willingness to learn more about this product area
Preferred
  • Previous customer service experience, ideally in gaming, retail or leisure.

Agreed by Current Job Holder

/

Name Signature Date

Agreed by Line Manager

/

Name Signature Date

The contents of this job description are intended to act as an outline to the main responsibilities of this position. However, the post holder will be expected to carry out any other duties as requested by their line manager.