Guest Services Supervisor

Gateway Casinos and Entertainment Limited; Woodstock; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading entertainment company in Woodstock is seeking a Guest Services Supervisor to lead a team dedicated to exceptional guest experiences. In this full-time role, you'll manage staff, handle complaints, and ensure safety and hygiene standards. The ideal candidate has experience in hospitality and excellent customer service skills. Join a dynamic team with excellent benefits and opportunities for growth.

Benefits

Full benefits package for full‑time employees

Retirement savings plan

Exciting work environment

Family and friends discounts

Development and training opportunities

Qualifications

• Two years of experience in the guest services and/or hospitality industry preferred.
• Ability to obtain registration as a Category 1 Gaming Assistant.
• Have or ability to obtain Smart Serve certification.

Responsibilities

• Oversee a team of guest services representatives.
• Manage employee performance through training and coaching.
• Handle complaints and conflicts graciously.

Skills

Customer service skills

Time-management

Multitasking

Communication

Relationship-building

Job description

Description

Position at Gateway Casinos

Job Type: Full-time

Wage: $26.58

The Gateway to Your Future

You love working with guests and a top‑notch team of staff, and you thoroughly understand what it takes to deliver an exceptional experience for visitors. If you are a detail person with a talent for providing care to everyone you deal with, we would love to hear from you.

In this pivotal role as the Guest Services Supervisor, you will oversee a team that is the main point of contact for guests, providing a continued source of attention for guests throughout their stay. This exciting opportunity at a national company offers you the chance to grow your career with the promise of an excellent benefits package and competitive salary for full‑time employees. Don’t miss this chance to put yourself in the center of the action.

We Provide

• Full benefits package for full‑time employees
• Retirement savings plan
• Exciting, supportive and fun work environment
• Family and friends discounts on travel, tech, food, beverage, and fitness
• Development and training opportunities

Key Responsibilities

• Mentor and guide a team of guest services representatives, ensuring guests are treated in a warm and hospitable manner.
• Manage employee performance through training, coaching, evaluation and mentoring.
• Ensure that proper safety, hygiene, and sanitation practices are followed.
• A relationship‑builder who encourages open communication and collaboration.
• Ensure that quality and standards meet expectations on a day‑to‑day basis.
• Handle complaints, room issues, and conflicts graciously.
• Customer service skills that exceed guest expectations.
• Must be willing to work all three shifts.

What You Bring

• Two years of experience in the guest services and/or hospitality industry preferred
• Experience directing and supervising staff
• A relationship‑builder who encourages open communication and collaboration.
• Time‑management savvy and expert multitasker who thrives in the service industry.
• Ability to manage issues and empower a team to excel.
• Strategic thinker who has an eye for detail and a capacity to see the big picture.
• Ability to work flexible hours, evenings, and weekends.
• Efficient multitasker who thrives in a fast‑paced environment.
• Ability to seamlessly handle complaints, room issues and conflicts.
• Excellent customer service skills, including the ability to be friendly, efficient, polite and patient.
• The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario
• Have or ability to obtain Smart Serve certification

Why Work With Us?

Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 30+ locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it’s like to be on a team that values your vision, skill and energy.

Apply Now!

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Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team‑Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know.