Casino Guest Services Leader - Operations & Experience

Gateway Casinos and Entertainment Limited; Point Edward; On-site; CAD 71,000 - 97,000; Full time

Job summary

Gateway Casinos and Entertainment Limited in Ontario seeks a Guest Services Manager for Starlight Casino. You will lead a high-volume guest services operation, mentor staff, and ensure fast, flawless service while upholding regulatory standards on monetary transactions.

This role requires a proven leader with strong organizational and communication skills, at least five years in gaming and three in management, and the ability to coordinate promotions, loyalty programs, and cross-department

Qualifications

• Minimum five (5) years’ experience in the gaming industry with minimum three (3) years management experience.
• Post-secondary education in Gaming, Hospitality, Service, Marketing.
• Completion of a management training program is an asset.
• Ability to obtain registration as a category 1 Gaming Assistant with the Alcohol and Gaming Commission.
• Proficiency with typical office PC applications.

Responsibilities

• Manages and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
• Acts as senior-most leader/decision maker on the gaming floor as applicable.
• Promotes a positive, safe and efficient work environment with open communication.
• Oversees human resources activities such as training, coaching, performance feedback, safety and recruitment.
• Oversees Gaming and Marketing player transactions; handles outcomes and irregularities and ensures loyalty program delivery.
• Resolves escalated customer experience issues in collaboration with other departments.
• Ensures regulatory requirements are met and reports non-compliance.
• Collaborates with team members to plan and execute marketing initiatives, promotions and gaming floor projects.
• Keeps teams updated on promotions, events and projects.
• Tracks and evaluates performance of games and promotions.
• Focuses on improving financial performance while maintaining high standards.

Skills

Leadership

Dispute resolution

Organizational skills

Communication

Customer service

Problem-solving

PC proficiency

Education

Post-secondary education in Gaming/Hospitality/Service/Marketing

Management training program

Job description

Gateway Casinos and Entertainment Limited in Ontario seeks a Guest Services Manager for Starlight Casino. You will lead a high-volume guest services operation, mentor staff, and ensure fast, flawless service while upholding regulatory standards on monetary transactions.

This role requires a proven leader with strong organizational and communication skills, at least five years in gaming and three in management, and the ability to coordinate promotions, loyalty programs, and cross-department