Guest Services Manager

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

Description

Position at Starlight Casino

Guest Services Manager

Full time

Annual Salary : $84,090

The Gateway to Your Future

In a fun-filled and exciting work environment, the Guest Services Manager ensures our guests receive fast and flawless service. The position requires a self-motivated leader who is responsible for mentoring staff and providing a pleasant and efficient work atmosphere by fostering teamwork and open communication. We are looking for an experienced and skilled professional with strong organizational skills, and an eye for detail and accuracy. In this pivotal position, you oversee all Guest Services & Tables operations and ensure compliance with applicable regulations governing monetary transactions with accountability for the accuracy and thoroughness of departmental data and paperwork.

Key Responsibilities

• Manages and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
• As applicable, acts as the senior-most leader/decision maker on the gaming floor.
• Promotes a positive, safe and efficient work environment, while maintaining an open-door policy.
• Oversees human resources activities such as training, coaching, performance feedback, safety and recruitment.
• Provides oversight for Gaming and Marketing player transactions; handles player outcomes and game irregularities as required and ensures effective delivery of all loyalty program elements.
• Resolves escalated customer experience issues, collaborating with other departments as required.
• Ensures regulatory requirements are met and instances of non-compliance are reported and resolved.
• Collaborates with team members to plan and execute marketing initiatives, promotions and gaming floor projects.
• Keeps the team and other departments up to date with current promotions, events and projects.
• Assists with tracking and evaluating performance of games and promotions.
• Remains focused on optimizing financial performance by delivering a superior guest experience, recommending process improvement opportunities, identifying cost reduction opportunities, controlling costs and maintaining high departmental standards.

What You Bring

• Exceptional leadership skills and-familiarity with a high-volume, fast paced, shift-work environment
• Strong dispute resolution skills
• Exceptional organizational, interpersonal, analytical, communication, customer service and problem-solving skills
• Must be proficient with typical office PC applications
• Post-secondary education in a relevant field {Gaming, Hospitality, Service, Marketing)
• Completion of a management training program is an asset.
• Minimum five (5) years’ experience in the gaming industry with minimum three (3) years management experience.
• Marketing and promotions & Tables experience is an asset.
• The ability to obtain registration as a category 1 Gaming Assistant with the Alcohol and Gaming Commission

Please Notify: Direct Manager/Supervisor as he/she will be contacted for a recommendation

Gateway is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.

This job posting is for an existing vacancy.

Gateway does not utilize any form of artificial intelligence (AI) in the screening, assessment, or selection of applicants.