Gaming Team Leader

2 days ago

Southport, Australia Southport Sharks Full time

**THE ROLE**

Southport Sharks is seeking a confident and experienced **Gaming Team Leader** to support our Gaming Floor Manager and guide our frontline team. You’ll be the go-to leader on the floor ensuring smooth operations, motivating the team, and creating an exceptional experience for every guest, all while maintaining the highest standards of compliance and responsible service.

**THE RESPONSIBILTIES**
- Lead the floor by providing daily direction, coaching and on-the-job mentoring to the gaming team.
- Keep operations running seamlessly, assist the manager with shift coverage, opening/closing duties, cash handling, payouts and machine troubleshooting while ensuring consistent service standards.
- Champion customer experience by engaging with guests, assisting with loyalty programs, jackpots and promotions, and resolving complaints with professionalism.
- Drive compliance with all Queensland Liquor and Gaming regulations, AML/CTF obligations, RSA and RSG requirements, plus internal Club policies.
- Maintain a safe environment through regular floor checks, adherence to RAMP, WH&S and evacuation procedures, and smoking legislation.
- Assist with training new team members and keeping current staff informed about promotions, procedures and compliance updates.
- Foster team development by delivering continuous feedback, supporting performance goals and recognising achievements.
- Collaborate with management to escalate incidents, complete shift reports and contribute to a positive workplace culture.

**SKILLS & EXPERIENCE**
- Proven leadership experience in gaming, hospitality or a high-volume customer service environment.
- In-depth knowledge of gaming operations, including Keno, jackpots, payouts, cashiering and loyalty programs.
- Current RSA and RSG certifications and a valid National Police Check.
- Strong understanding of Queensland Liquor and Gaming legislation and AML/CTF obligations.
- Outstanding customer service, conflict resolution and communication skills.
- Ability to stay calm, multitask and prioritise in a fast-paced, peak-period setting.
- Competence in food and beverage service and willingness to assist patrons as needed.
- High attention to detail and a proactive, hands-on approach to problem-solving.
- Flexibility to work a rotating roster including evenings, weekends and public holidays.
- (Desirable) Experience as a Customer Liaison Officer and familiarity with self-exclusion processes and responsible gambling initiatives.

**APPLY NOW**

No recruitment agencies, please.

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