Guest Services Manager

Gateway Casinos & Entertainment; Wasaga Beach; On-site; CAD 80,000; Full time

Job summary

A dynamic entertainment company seeks a Guest Services Manager for their Wasaga Beach location. This role involves ensuring exceptional service delivery while mentoring staff and maintaining operational compliance. Candidates should have strong leadership experience in a fast-paced environment within the gaming sector. The position also emphasizes effective collaboration with various departments to enhance the guest experience and optimize financial performance.

Qualifications

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

Responsibilities

• Manage and support team performance in Guest Services activities.
• Oversee human resources activities such as training, coaching, and performance feedback.
• Ensure regulatory requirements are met and resolve escalated customer experience issues.

Skills

Leadership skills

Dispute resolution skills

Customer service skills

Analytical skills

Communication skills

Education

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

Job description

Full Time

Starting Wage: $79,405

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 and efficient work atmosphere through teamwork and open communication. We seek an experienced professional with strong organizational skills and attention to detail. In this role, you oversee all Guest Services & Tables operations, ensuring compliance with applicable regulations governing monetary transactions, and maintaining accuracy and thoroughness of departmental data and paperwork.

Key Responsibilities

1. Manage and support team performance in Guest Services activities, providing instruction, assigning duties, and evaluating performance.
2. Act as the senior-most leader/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. Oversee Gaming and Marketing player transactions; handle player outcomes and game irregularities; ensure effective delivery of loyalty program elements.
6. Resolve escalated customer experience issues in collaboration with other departments.
7. Ensure regulatory requirements are met; report and resolve instances of non-compliance.
8. Collaborate with team members to plan and execute marketing initiatives, promotions, and gaming floor projects.
9. Keep the team and other departments updated on current promotions, events, and projects.
10. Assist in tracking and evaluating the performance of games and promotions.
11. Focus on optimizing financial performance by enhancing guest experience, identifying process improvements, cost reductions, and maintaining high standards.

What You Bring

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

Application Process

1. Visit www.gatewaycasinos.com/mygrowth
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 indicate which casino site you work at.

Please notify your direct manager/supervisor, as they will be contacted for a recommendation.

Gateway is an equal opportunity employer and 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 advise Human Resources.