Operations Duty Manager

Job Purpose

The Operational Duty Manager role is responsible for ensuring the seamless execution of all key operational functions during their assigned shift. This includes overseeing Gaming (Slots & Tables), Hospitality (F&B & Rooms), Security & Surveillance, and Promotions & Events operations to maintain service excellence, regulatory compliance, financial control, and staff performance.

Qualifications

Grade 12

Relevant Degree or Diploma

Minimum Requirements

• Minimum 5 years’ managerial experience in Gaming, Hospitality, F&B, Security, or Marketing.
• Valid Gaming Board Licence or ability to obtain one.
• Grade B PSIRA (for Security/Surveillance focus).
• Proficiency in MS Office and operational systems (e.g., Bally, OPERA, POS).
• Knowledge of Gaming Board regulations and/or forensic auditing advantageous.

Main Resposibilites

• Lead shift operations across multiple departments, ensuring service delivery and guest satisfaction.
• Act as the primary escalation point for guest complaints and service recovery.
• Drive loyalty programme engagement and VIP guest experiences.
• Manage workforce deployment, shift briefings, and performance monitoring.
• Ensure compliance with regulatory, safety, and internal control standards.
• Oversee shift-specific functions in Gaming, Hospitality, F&B, Security, or Marketing Events.