External Job Title Guest Services Supervisor - Petersburg

Visitlive; Petersburg (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a vibrant team as a Guest Services Supervisor at a leading casino, where you'll ensure a memorable gaming experience by overseeing staff and operations. Bring your leadership skills and passion for service to a fast-paced environment, and enjoy a range of perks including health coverage and bonuses.

Benefits

Generous Bonus Structure

Comprehensive Health Coverage

Retirement Savings with Company Match

Leadership Development & Mentorship Programs

Tuition Reimbursement

Exclusive Discounts on Travel, Services, Goods, and Entertainment

Qualifications

• 2-5 years of experience in slot department or gaming areas, with 1-3 years in leadership.
• Ability to obtain licensure as required by the Virginia Gaming Control Board.

Responsibilities

• Supervise Guest Services Representatives to ensure exceptional guest experiences.
• Handle guest concerns and maintain high service standards.
• Train and manage team members in compliance with policies.

Skills

Analytical skills

Problem-solving

Flexibility

Education

Four-year degree or equivalent work experience

Job description

Overview

Why We Need Your Talents:

At Live! we pride ourselves on our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand.

The Guest Services Supervisor is responsible for the successful operation of the shift and ensuring that guests have a favorable and memorable gaming experience. They oversee that Guest Service Representatives are properly scheduled and meet the needs of guests while following policies, procedures, and protocols.

Responsibilities

• Supervise and lead Guest Services Representatives and team members on assigned shifts.
• Ensure a flawless guest experience on the slot floor and Live! Rewards desk, proactively communicating and coordinating with all departments to resolve service, technical, and operational issues.
• Assist with the setup and execution of contests and promotions, taking ownership of marketing events' success.
• Support Guest Services team members with payment of slot machine jackpots and handling machine malfunctions.
• Respond courteously to guest issues, concerns, and complaints, maintaining guest service standards.
• Write and submit shift and activity reports.
• Ensure consistent and accurate cross-shift communication.
• Comply with all internal controls, procedures, and regulatory requirements, including state and federal laws and gaming regulations.
• Train and manage staff according to organizational standards, policies, and programs.
• Extend complementary services following the approved comp matrix.
• Manage staffing and scheduling on the slot floor and Live! Rewards to ensure a positive gaming experience.
• Review slot activities and promotional status with the Slot Manager.
• Perform other duties as assigned.

Skills to Help You Succeed

• Ability to analyze and interpret departmental needs and results.
• Problem-solving skills for complex issues.
• Ability to perform duties under time pressures and in interruptive environments.
• Flexible schedule.

Qualifications

Must-Haves:

• 2-5 years of experience in the slot department or gaming areas of a casino; 1-3 years in a leadership role.
• Four-year degree or equivalent work experience.
• Ability to obtain and maintain licensure as required by the Virginia Gaming Control Board or other regulatory entities.

Physical Requirements

• Ability to move about a large casino environment with energy and urgency.
• Standing 25%, walking 65%, sitting 10%, keyboarding 25% (including handheld devices).
• Ability to go up and down stairs multiple times daily and use elevators.

What We Offer

Perks:

• Generous Bonus Structure
• Comprehensive Health Coverage
• Retirement Savings with Company Match
• Leadership Development & Mentorship Programs
• Tuition Reimbursement
• Exclusive Discounts on Travel, Services, Goods, and Entertainment

Life at Live!

Individuals joining the Live! Team can expect:

• An exciting, unique experience in the market.
• Power and responsibility to prioritize service and community.
• A strong, diverse team culture.
• Tools, resources, and opportunities for career growth.
• To work hard and have fun.

• Live is a 24/7 high-energy casino culture committed to fairness, teamwork, and FUN.
• The environment is large and fast-paced, requiring energy and a sense of urgency.
• Exposure to smoke, bright lights, and loud noises.
• Work environment includes smoking areas.