Floor Supervisor

Gaming Floor Supervisors are responsible for the supervision of Gaming floor staff and subsequent gaming transactions on the Gaming floor. Additionally, they are responsible for ensuring guest satisfaction, as well being an integral part of the complete ‘entertainment experience’.

Key Functions

• Supervise the following activities:

 Strictly monitor the assigned area; concentrate on suspicious activities; the environment, air temperature, music volume, and general ambience.

 Ensure the correct allocation of slots floor staff's working and break time in the relevant area

 Ensuring staff are performing assigned duties according to Standard Operating Procedures.

 ESD and SD performed by slots floor staff

 Witness jackpots and cancel credits over USD 1,000 as per Standard Operating Procedures.

• Meet, greet and support all customers enthusiastically and professionally.

• Provide; explain the operations of an EGM Game, METG Game, a mystery jackpot, a hyperlink jackpot, operating in a TITO environment, and in any other areas

• Serve and support Cancel Credit Pays, Jackpot Pays, and basic machine repairs in required cases.

• Check; maintain and repair Slot Machine/METG Machines.

• Note and inform to the Shift Manager all breakdowns in the Slot Machine/METG Machines Maintenance Register

• Ensure the gaming floor is clean; tidy; spotless and amicably presented

• Strictly adhere to company policies and procedures, in addition to relevant Supervision Board legislative requirements.

• Be an integral part of the guests ‘entertainment experience’.

• Record and delivery guest's complaints, compliments or comments to management.

• Be a ‘wealth of information’ within internal/ external current and future gaming promotions or events.

• Perform any other reasonable duty as requested by management

2. Allowance, incentives and tip

3. Health Premium & Accident Insurance 24/7; Social; Health and Unemployment Insurance according to the Vietnamese Labor Law. 

4. Holiday, Birthday, Married,...

5. Outing trip, Staff party

6. Annual heath check

7. Trade union

8. Others benefits (Parking, Meal, Uniform,...)

• Coordinate with the Senior Supervisor/ Assistant Shift Managers in evaluating and coordinating employees involved in gaming activities.

• Monitor the secure transactions of slots/METG payments; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Personal Attributes

• Excellent in presentation; communication and guest relationship

• Be a ‘people person’, possessing a genuine enthusiasm to work alongside people to satisfy their every need and want.

• Have a long-term orientation and be successful in the gaming industry with outstanding breakthroughs in the future

Gaming Standards for Supervisors

• Adaptability

 Willingness and flexibility in adapting to a changing work environment or job requirements.

• Communication

 Update and notify the gaming environment information continuously to the Shift Managers, e.g. suspicious guest, guest request, or equipment malfunctions.

 Concise, clarity, tact and cordiality in both written and verbal communications

 Effectively communicates with Shift Managers and co-workers

• Guest Service

 Be professional and friendly manner

 Effectively explains the games and gives correct information to guests in a cheerful and patient manner

 Recognizes and meets guests’ needs concisely and timely

 Understand; establish close relationship and offer appropriate assistance to the guests

 Applies Palazzo club policy and procedure at all times.

• Game Protection

 Maintains concentration and awareness on the surroundings of work area.

 Protects integrity of the gaming machines, assets and their associated equipment.

 Shares knowledge for the benefit of other employees

 Communicates suspicious activity in a timely and effective manner.

 Maintains high standards of honesty and trustworthiness.

• Job Knowledge

 Performs job requirements within scope of responsibility.

 Demonstrates accuracy, thoroughness, and dependability.

 Follows correct rules and procedures and comply with company policies.

 Always delivers quality works concisely, accurately, thoroughly and in a timely fashion.

• Team Skills

 Demonstrates commitment to building a strong sense of teamwork and purpose.

 Displays willingness to work as a team and promotes cooperative and appropriate behavior towards other team members.

 Accepts constructive criticism and feedback, and then responds to it.

 Demonstrates consideration and fairness when dealing with other team members.

 Displays sensitivity to the feelings of other team members while understanding different personalities and traits.

 Actively participates in coaching for the purpose of improving job performance, personal development and positive attitudes.

• Supervision of Employees (Attendant, Cashier, Game Assistant, Game Conductor)

 Communicates with and effectively manages employees under supervision in a professional and tactful manner

 Motivates employees to exert effort necessary to attain organizational goals

 Effectively supervises employees and provides clear and meaningful criteria or standards for effective performance

 Takes prompt and corrective action to solve problems

 Applies game rules, policies, procedures and deals with questions or disputes in a professional and courteous manner

• Decision Making

 Demonstrates sound judgment when making decisions

 Applies effective decisions in a timely manner

 Communicates upwards any decision making that is outside of personal authority level

 Ensures that personal feelings do not influence decisions

 Demonstrates the ability to foresee the impact of decisions made

• Accomplishment of Goals & Objectives

 Demonstrates commitment and enthusiasm in carrying out work

 Achieves objectives in a timely and competent manner