Supervisor, Customer Relations

Seminole Hard Rock Support Services; Ottawa; On-site; CAD 45,000 - 59,000; Full time

Job summary

Hard Rock Ottawa Hotel & Casino is seeking a Customer Relations Supervisor to lead a team delivering exceptional guest experiences. You will coach staff, ensure service standards, and drive engagement while adhering to AGCO regulations in a fast-paced casino environment.

The role requires supervisory experience in hospitality, a relevant diploma, and strong communication skills. The position is full-time, on-site in Ottawa, with a comprehensive benefits package.

Qualifications

• A post-secondary diploma in Marketing or a business-related discipline.
• Minimum two years of special events coordinator and/or public relations experience.
• At least one year of supervisory experience in the service industry.
• Proficiency with MS Office and strong written and verbal communication.

Responsibilities

• Supervise Customer Relations employees in a shift work environment.
• Maintain a strong presence on the gaming floor to deliver excellent service.
• Ensure compliance with AGCO regulations and applicable laws.
• Foster a safe, open-door work environment and provide staff development.
• Assist with hiring, training, evaluations, recognition and coaching.
• Plan site promotions with the Customer Relations Manager and manage multiple demands.
• Perform other duties as required.
• Demonstrate brand values in daily interactions.

Skills

Customer service

Leadership

Communication

Education

Post-secondary diploma in Marketing or Business

Tools

MS Office

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

Company: Hard Rock Ottawa Hotel & Casino

Location: Ottawa, Ontario

Job Type: Full Time Permanent

Is this a current vacancy? Yes, this is an existing open position.

Compensation: CAD $ 44622-59094/Yr.

OVERVIEW

The Customer Relations Supervisor is responsible for overseeing the day-to-day operations of the Customer Relations team, ensuring an exceptional guest experience while fostering high levels of player engagement, satisfaction, and loyalty. This role serves as a key point of contact for guest concerns, escalations, rewards program inquiries, and service recovery initiatives. The Supervisor will lead, coach, and develop team members while supporting the property's commitment to delivering the world-class service standards synonymous with the Hard Rock brand.

RESPONSIBILITIES

• - Responsiblefor the supervision of the Customer Relations employees in a shift work environment.
• - Ensures astrong presence on the gaming floorto deliverexceptional customer service.
• - Ensurescompliance with Alcohol and Gaming Commission of Ontario (AGCO) regulations and other applicable laws,policiesand regulations.
• - Responsiblefor fostering a safe and efficient workenvironment,whilemaintaininganopen doorpolicy.
• - Accountable forstaff,assistingwith hiring, training, evaluations,recognitionand development.
• - Involvedin planning and executing site promotions with the Customer Relations Manager and your strong organizational skills will allow for balancing multiple responsibilities in operational demands and employee engagement.
• - Other duties asrequired.
• - Lives the brand

QUALIFICATIONS, EXPERIENCE, EDUCATION

• - A post-secondary diploma in Marketing or aBusiness relateddiscipline
• - A minimum of two (2) years ofspecial eventscoordinator and/or public relations experience
• - A minimum of one (1) year of supervisory experience in the service industry
• - Working knowledge of computer application packages, such as MS Office
• - The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario
• - Strong leadership, organizational, interpersonal, analytical,verbaland written communication skills
• - Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

PHYSICAL DEMANDS

• - The working conditionsare thosetypically found in an indoor,climate controlledoffice environment. Will be exposed tocasino relatedfactors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the Casino and/or Hotel areas.
• - The Casino environment is hectic,fast-pacedand often crowded and noisy. May be exposed to casino related environmental factorsincluding, butnot limited to excessive noise and constant exposure togeneralpublic.

WORKING CONDITIONS

• - Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

CLOSING

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [e-mail] if you require accommodation at any time throughout the hire process.

We thank all candidates for theirinterest,however, only those being considered for an interview will be contacted.