Pub Services
Gaming Operations
The gaming offer is integral to many pubs and may also vary in size and offer. Gaming areas are open all day and may include a sports bar and TAB, a Keno offer and gaming room with a range of electronic gaming machines.
Gaming Operations Hierarchy
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Gaming is an important part of the entertainment offering at many hotels and pubs, where patrons come to relax, unwind and have some fun with friends and family.
The gaming offer may include electronic gaming machines, TAB and Keno. The role of gaming attendant is to make patrons feel welcome and comfortable. Duties include handling cash and tokens, checking gaming machines, conducting Keno games and operating TAB machines.
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After a few years developing skills as a gaming attendant, there are many opportunities in large, busy hotels to step up to the supervisor level. A supervisor oversees the operation of the pub’s gaming areas during service periods, working alongside a team managing service standards and troubleshooting any problems or issues that might arise.
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In larger hotels, the Gaming Manager is responsible for the overall operation of the gaming rooms. This includes responsibility for staff management and human resources, delivering a high standard of customer care and service, and overall providing an excellent gaming experience. The manager is also tasked with ensuring all rules and regulations are adhered to and is responsible for managing the cash and security processes. This can be a highly rewarding career, with lots of exposure to the latest in gaming technology and often includes the opportunity to attend interstate and international gaming conventions.
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The Duty or Shift Manager is the person who is in control of the venue during a shift and is responsible for ensuring the hotel or pub operates within the guidelines and rules, set out by the owner, the management company (e.g. Marriott or Hyatt) and the various governing authorities, such as the Victorian Commission for Gambling and Liquor Regulation and local council.
In a hotel, the Duty Manager is responsible for making sure the operations of the hotel run smoothly, in the General Manager’s absence, through maintaining great customer service, overseeing any security issues and addressing any maintenance issues that might impact guest satisfaction.
Aside from the years of experience working in hotels or pubs, to succeed in this role you will need to be able to make rational decisions and be good at troubleshooting problems under pressure. You will like leading people, be comfortable dealing with conflict and possess a laser focus and keen attention to detail. This role is a great way to hone your skills, on the way to becoming a Hotel Manager, Pub or Venue Manager.
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Welcome to the world’s best job! Where no two days will ever be the same and every day is both rewarding and challenging. Sure, there is a lot of hard work involved and a huge amount of responsibility, but to get to this position you will have done the hard yards and know how pubs ‘tick’. Being a pub manager is very much like running your own business, and you need to be fluent in front of house and back-office processes.
To be a great pub manager, first and foremost, you will love leading a team and you will enjoy interacting with people from all walks of life. You will need empathy, patience, humour and business smarts plus energy to burn. You will love multitasking, innovating and finding creative solutions. We often say that the pub is the centre of the local community, therefore the pub manager is thought of its unofficial mayor! Which really means that being a pub manager comes with the responsibility of helping to make the community a better place.
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This role exists in organisations that own multiple pubs and venues, we often refer to these businesses as ‘pub groups’. The role of Area Manager is one that oversees a number of pubs, sometimes more than 20. Each pub has a Pub Manager that reports directly to the Area Manager. The Area Manager oversees the strategic direction, compliance and financial performance of their portfolio of businesses. A large part of the role is to prepare detailed reports, analyse the variance performance measures of the business, and implement strategies for improvement and growth. To achieve this level of seniority, many years of hands-on experience is required along with a strong leadership style and abilities in strategic planning and thinking.
