Guest Services Manager

Gateway Casinos & Entertainment; Point Edward; On-site; CAD 80,000; Full time

Job summary

An established industry player is seeking a Guest Services Manager to lead a dynamic team in a vibrant environment. This pivotal role involves mentoring staff, ensuring compliance with regulations, and delivering exceptional guest experiences. You will be responsible for overseeing operations, managing performance, and driving marketing initiatives. If you possess strong leadership skills and a passion for service in a fast-paced setting, this opportunity is perfect for you. Join a company that values teamwork and open communication while making a significant impact in the gaming industry.

Qualifications

• 5+ years in the gaming industry with 3+ years in management.
• Exceptional leadership and customer service skills required.

Responsibilities

• Manage team performance and oversee Guest Services activities.
• Ensure compliance with regulations and resolve customer issues.

Skills

Leadership Skills

Dispute Resolution

Organizational Skills

Interpersonal Skills

Analytical Skills

Communication Skills

Customer Service Skills

Problem-Solving Skills

Education

Post-secondary education in Gaming, Hospitality, Service, or Marketing

Management training program completion

Tools

PC Applications

Job description

Full Time

Wage: $79,405 annually

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.

Fast Track Internal Application Process:

• Go to www.gatewaycasinos.com/mygrowth
• Enter: Username “gateway” and password “growth”
• Upload: resume and/or cover letter
• Answer: Yes to question, “Are you a Current Gateway Employee?” and indicate: Which casino site you work at.

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.