Casino Guest Service Supervisor

Live! Casino & Hotel Maryland

Greensburg (Westmoreland County)

On-site

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Live! Casino & Hotel Maryland is seeking a Guest Service Supervisor to oversee the shift and Guest Service team, ensuring service standards and internal controls are followed on a fast-paced casino floor.

You will coordinate with departments to resolve service, technical and operational issues, assist with planning and executing contests and promotions, and support staff with jackpot payments and equipment malfunctions. Strong leadership and communication are essential.

Qualifications

Excellent customer service and interpersonal skills.
Proven leadership skills that include delegating as needed.
Ability to communicate with team members and guests.
Available to work flexible shifts, weekends and holidays.
Ability to obtain and maintain a valid license as required by the State Gaming Agency for the position.

Responsibilities

Supervises and leads Guest Service Representatives on assigned shift.
Ensure the guest experience is flawless on the slot floor and Live! rewards desk while proactively communicating and coordinating with all department to solve service, technical and operational problems.
Assists with the planning, set up and execution of contests and promotions, while taking ownership for the success for the marketing event.
Assists Guest Services team members as needed with the payment of slot machine jackpots and machine malfunctions.
Responds to guest issues, concerns and complaints in a courteous manner consistent with guestservice standards.
Writes and submits shift and other reports required to document shift activity.
Ensures cross shift communication is consistent and accurate.
Complies with all internal controls and procedures related to departmental operations.
Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws and the State Gaming regulations.
Hires, trains and manages staff in accordance with organizational and approved departmental standards, policies and programs.
Ability to extend complementary services in accordance with the approved comp matrix.
Ability to extend complimentaries in accordance with the property comp matrix.
Performs other duties as assigned.