Supervisor – Gaming Zone (Mall)

Job Title: Supervisor - Gaming Zone

Location: Sharjah, UAE

Job Summary

You will be responsible for the smooth and efficient day-to-day operation of the gaming and entertainment area. The role involves supervising employees, ensuring excellent customer service, maintaining gaming equipment and facilities, enforcing safety procedures, handling customer concerns, monitoring sales and cash transactions, and ensuring the gaming zone operates according to company policies and UAE requirements.

Key Responsibilities

1. Daily Operations

• Supervise the daily operation of the gaming zone, including arcade games, VR games, simulators, consoles, bowling, billiards, or other entertainment activities as applicable.
• Conduct opening, shift handover, and closing procedures.
• Ensure all gaming machines and facilities are operational, clean, safe, and ready for customers.
• Monitor customer flow and ensure adequate staff coverage during peak hours.
• Ensure company SOPs and operational standards are consistently followed.

2. Staff Supervision

• Supervise, motivate, and support gaming zone staff, game hosts, cashiers, and other frontline employees.
• Prepare and manage staff duty rosters and shift allocations.
• Conduct daily briefings and communicate operational targets and instructions.
• Train new employees on customer service, game operation, safety, cash handling, and company procedures.
• Monitor employee attendance, grooming, punctuality, performance, and discipline.
• Provide coaching and feedback and report serious performance issues to management.

3. Customer Service

• Ensure guests receive friendly, professional, and efficient service.
• Assist customers with game instructions, pricing, packages, promotions, and membership information.
• Handle customer complaints and resolve issues promptly and professionally.
• Monitor guest satisfaction and identify opportunities to improve the customer experience.

4. Gaming Equipment \& Facility

• Conduct regular checks of gaming machines, consoles, VR equipment, simulators, billiards tables, bowling equipment, and other facilities.
• Immediately report equipment faults and coordinate with technicians or maintenance teams.
• Maintain proper records of equipment breakdowns and repairs.
• Ensure equipment is used according to manufacturer and company safety procedures.
• Monitor cleanliness and presentation of the gaming zone throughout the shift.

5. Cash \& Sales Control

• Supervise POS and ticketing operations where applicable.
• Ensure accurate cash, card, and other payment handling.
• Monitor daily sales, game credits, tickets, refunds, discounts, and complimentary offers.
• Conduct or assist with cash reconciliation and daily closing procedures.
• Report discrepancies or unusual transactions to management.
• Support the achievement of daily and monthly revenue targets.

6. Safety \& Compliance

• Ensure customers and employees follow all gaming-zone safety rules.
• Conduct regular safety and facility inspections.
• Ensure emergency procedures are understood and followed by staff.
• Report accidents, incidents, equipment hazards, or customer injuries immediately to management.
• Maintain appropriate incident and operational records.
• Ensure operations comply with applicable company policies and UAE health, safety, and operational requirements.

7. Inventory \& Maintenance

• Monitor stock levels for gaming supplies, tickets, prizes, cleaning materials, and other operational items.
• Maintain accurate inventory records.
• Coordinate preventive maintenance and repair requirements.
• Ensure the gaming area, storage areas, counters, and equipment remain clean and organized.

Qualifications

• Diploma or Bachelor's Degree in Hospitality, Business Administration, Recreation, Entertainment Management, or a related field.
• 2–4 years of experience in an arcade, gaming zone, family entertainment center, bowling center, leisure facility, hospitality, or similar customer-facing operation.
• Previous supervisory or team-leader experience is preferred.
• Experience with POS systems and basic cash/revenue reporting.
• Good knowledge of customer service and facility operations.
• Basic computer skills, including Microsoft Office.
• Good command of English; Arabic or other languages are an advantage.

Job Type: Full-time

Application Question(s):

• How many years of experience do you have supervising a gaming, arcade, bowling, FEC, entertainment, or leisure facility?
• Have you previously supervised a team of gaming/entertainment attendants?
• Do you have experience working in a shopping mall or Family Entertainment Center (FEC)?
• Do you have experience with POS systems, cash handling, or daily cash reconciliation?
• Are you experienced in opening and closing an entertainment/gaming facility?
• Which gaming/entertainment equipment have you worked with?
• What is your notice period?

Work Location: In person