Guest Services Manager

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

Job summary

A leading gaming operator in Ontario is seeking a Guest Services Manager to ensure fast and flawless service. The ideal candidate will have at least five years of gaming industry experience, exceptional leadership skills, and a proven ability to manage team performance. You will oversee operations while maintaining compliance with regulations. A commitment to providing excellent customer service in a high-energy environment is essential.

Qualifications

• Minimum five years of experience in the gaming industry, including at least three years in management.
• Experience in marketing and promotions is an asset.
• Ability to obtain registration as a Category 1 Gaming Assistant.

Responsibilities

• Manage team performance in Guest Services activities.
• Act as the senior-most leader on the gaming floor.
• Promote a positive and efficient work environment.

Skills

Leadership skills

Dispute resolution skills

Organizational skills

Customer service skills

Analytical skills

Education

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

Tools

Office PC applications

Job description

Position at Starlight Casino

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 responsible for mentoring staff and fostering a pleasant, efficient work atmosphere through teamwork and open communication. We seek an experienced professional with strong organizational skills and attention to detail. You will oversee all Guest Services & Tables operations, ensuring compliance with regulations governing monetary transactions and maintaining accurate departmental data and paperwork.

Key Responsibilities

1. Manage and support team performance in Guest Services activities, including instruction, duty assignment, and performance evaluation.
2. Act as the senior-most leader and decision-maker on the gaming floor, as applicable.
3. Promote a positive, safe, and efficient work environment with an open-door policy.
4. Oversee human resources activities such as training, coaching, performance feedback, safety, and recruitment.
5. Supervise Gaming and Marketing player transactions, handle player outcomes and game irregularities, and ensure effective delivery of loyalty programs.
6. Resolve escalated customer experience issues collaboratively with other departments.
7. Ensure regulatory compliance, report, and resolve instances of non-compliance.
8. Collaborate with team members to plan and execute marketing initiatives, promotions, and floor projects.
9. Keep the team and other departments informed about current promotions, events, and projects.
10. Assist in tracking and evaluating game and promotion performance.
11. Focus on optimizing financial performance by enhancing guest experience, recommending process improvements, reducing costs, and maintaining high standards.

What You Bring

• Exceptional leadership skills and experience in high-volume, fast-paced, shift-work environments.
• Strong dispute resolution skills.
• Excellent organizational, interpersonal, analytical, communication, customer service, and problem-solving skills.
• Proficiency with typical office PC applications.
• Post-secondary education in Gaming, Hospitality, Service, or Marketing.
• Completion of a management training program is an asset.
• Minimum five (5) years of experience in the gaming industry, including at least three (3) years in management.
• Experience in marketing, promotions, and tables is an asset.
• Ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission.

Fast Track Internal Application Process:

1. Visit the internal portal.
2. Enter Username: “gateway” and Password: “growth”.
3. Upload your resume and/or cover letter.
4. Answer “Yes” to the question, “Are you a current Gateway employee?” and specify which casino site you work at.

Please Notify: Your direct manager or supervisor, as they will be contacted for a recommendation.

Gateway is an equal opportunity employer committed to providing employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation during the application or assessment process, please inform Human Resources.