Job Purpose
Responsible to be the frontline customer service point for trading of sports bets and attending to the guest’s transactional cash exchange requirements for sports betting purposes in line with internal professional standards and regulations including Random Number Generator bets such as virtual sports bets; pre-match bets, live in running bets.
Key Performance Areas
- Prepared Work Area
- Check trading area and ensure all equipment (TV and video systems and cash registers) for service are functioning and ready for service
- Check cleanliness of own section or station
- Communicate and follow-up on the correction of any equipment faults or defects
- 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, Sunbet shop and products, and current promotions
- Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
- Cashdesk Administration
- Guest information and copies of trading and transactional documentation is accurately recorded in the system
- Print daily fixture and odd sheets
- Back-up documentation is correctly filed and accessible
- Supporting documents have been generated for auditing purposes
- Cash Desk Transactions
- Handle all player transaction requirements with regards placing of bets and paying out ‘winnings’
- Capture and balance bets into a computerised betting and till system
- Escalate any suspicious betting patterns or underage gambling
- Educate punters on various bet types, markets and events, as well as products viz lotto betting
- Monitor digital display boards for the correct betting odds and results
- Conduct cash-ups and reconcile float at the end of service
- Substantiate and report on any float variances
- Secure and transport float as required
- Job Complexity
- Knowledge required involves the practical application of work procedures and processes
- Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
- Communicates, co-ordinates and interacts with others in the value chain to ensure VIP customers receive exceptional experiences
- Manages one's time and resources to ensure that objectives are achieved effectively and on time.
- Interprets customer requirements in terms of services available and the applicable constraints
- Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority; Considers all the facts, options and possible outcomes prior to making decisions; Works independently, and is orientated towards solving customer queries.
- Takes ownership of customer requests and requirements.
- Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
- Interprets customer requirements in terms of services available and facilitates operational processes relative to VIP punters.
- Refers problems falling outside parameters to the team leader/manager for resolution.
- Work Conditions and Special Requirements
- Ability to work shifts that meet operational requirements including weekend work
- Prepared to work in a smoking / gambling environment
Education
- Grade 12 academic
Experience
- Previous experience in a customer facing / cashiering role.
- Experience in the gaming industry would be an advantage.
Skills and Knowledge
- Analytical skills
- Problem Solving
- Clerical administrative functions
- Collecting Information (listening; asking questions)
- Checking
- Handling information / Following Instructions
- Emotional resilience
- Gaming Component Knowledge
- Communication skills (written and verbal)
- Proficient MS Office skills
- English verbal and written communication skills
- Numerical skills (calculations)
- Cash / credit transaction knowledge
- Detect fraudulent currency
- FICA threshold and suspicious transaction reporting
- Cash desk equipment usage and maintenance
- Cashiering administration
- Basic computer skills
- Betting procedures
- An interest in sports, horseracing
Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.