External Job Title Operations Manager - Guest Experience - Maryland

Live! Casino & Hotel; Hanover (York County); On-site; USD 58,000 - 80,000; Full time

Benefits offered by this job

Comprehensive group health benefits

Free parking

Free meals and discounts on meals

Life insurance

Job summary

Live! Casino & Hotel in Hanover, USA, seeks an Operations Manager to lead daily casino and hotel operations and guest-facing teams, ensuring service excellence and safety.

This role reports to the Director of Guest Experience & VP of Operations and drives guest satisfaction through proactive leadership and real-time problem solving. The candidate will oversee staffing, policy implementation, and cross-department collaboration, with a focus on maintaining high standards, productivity, and a warm,

Qualifications

• A four-year degree in a related field or equivalent work experience in the hospitality or service industry.
• Minimum of two (2) years of experience in a related function.
• Supervisory or managerial experience required.
• Experience in presentations and leading or facilitating meetings.
• Must be able to obtain and maintain a valid gaming license as required by regulations.
• Knowledge of gaming and alcohol beverage control regulations.

Responsibilities

• Ensure/validate service standards and collaborate with departments to meet guest requirements.
• Ensure team members deliver exceptional guest service per the sequence of service.
• Review staffing levels and delegate responsibilities.
• Review operations activities with GM and Executives.
• Provide team member engagement and recognition.
• Address guest issues promptly and appropriately.
• Respond to guest feedback and surveys in a timely manner.
• Follow up on outstanding issues and investigations with involved parties.
• Direct and plan policies and activities to maintain smooth operations.
• Recommend program improvements to the Executive team.
• Provide management direction to department managers and supervisors.
• Serve as senior manager in absence of primary directors.

Skills

Leadership

Staff supervision

Presentations

Customer service mindset

Problem solving

Communication skills

Education

Bachelor's degree in related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

PowerPoint

Job description

Min Compensation

USD $57,682.00/Yr.

Max Compensation

USD $79,561.00/Yr.

Overview

Why We Need Your Talents:

The Operations Manager plays a vital leadership role in ensuring a seamless, welcoming, and efficient experience for every guest who visits Live! Casino & Hotel. By overseeing daily casino and hotel operations and guiding all guest‑facing teams, you help uphold the service excellence and operational standards that define our brand. Your ability to support team members, resolve challenges in real time, and maintain a warm and safe environment directly contributes to high guest satisfaction and smooth property‑wide performance. Through strong leadership, effective communication, and a commitment to outstanding hospitality, you help drive our success and elevate the overall Live! experience.

Responsibilities

Where You'll Make an Impact:

• Ensure/validate service standards. Work closely with the company’s functional departments to provide input and feedback to assist in ensuring product performance as well as developing innovative and creative ways to meet or exceed the requirements of our guests.
• Ensure Team Members are providing exceptional guest service in all areas according to our sequence of service and documenting when appropriate
• Review staffing levels, delegate authority and assign responsibilities via appropriate channels.
• Review operations activities and promotional status with General Manager and other Executives.
• Responsible for team member engagement and recognition.
• Address problems immediately as they arise when on duty, either with Team Members or guests. Handles complaints from guests maintaining satisfactory impressions.
• Respond to guest surveys, comment cards, web/email inquiries and any other guest feedback in a timely manner.
• Bring closure to outstanding issues/investigations by following up with all parties involved in the matter.
• Assist in directing, planning and implementing policies, objectives and activities in order to maintain a successful operation while increasing productivity.
• Determine area of program improvements, policy changes and make recommendations to Executive team to enhance the success of the operations.
• Provide management control and direction to department Managers, assists Managers or Supervisors in the absence of department Directors to assure the successful performance of the casino operations, and the property in general.
• In the absence of primary directors, the Operation Manager will provide supervision to property Managers and Supervisors, and will at varying times, be the senior management person at the property.
• Meet with top management and keeps them informed about the running of the organization, problem areas and recommendations. Attend departmental meetings when appropriate.
• Complete daily DSR reports for circulation to Executives. From time to time will perform Executive Level duties.
• Actively participates in monthly GLL meetings and volunteers for property events.
• Track, document and accurately communicate VLT damages/restitution payments for the property
• Reports to the Director of Guest Experience & VP of Operations.

Skills to Help You Succeed:

• Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property groups.
• Knowledge and application of positive customer experience concepts, principles and processes; ability to conduct guest needs assessment, meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts.
• Ability to work positively within constantly changing internal and external environments.
• Ability to maintain strict confidentiality relative to proprietary information (ie financial data, casino policies, promotions, personnel matters and guest information)
• Maintaining interpersonal working relationships among all personnel.
• Willingness to assume overall responsibility relative to the performance of the casino & hotel operations, and overall property.
• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems quickly and in a busy environment.
• Ability to prioritize and perform assigned duties under frequent time pressures to meet established deadlines in an interruptive environment while achieving high standards.
• Ability to initiate, follow-up on and, complete special projects as assigned.
• Ability to work a flexible and irregular schedule including weekends, evenings and holidays.
• Knowledge of gaming and alcohol beverage control regulations.
• Computer savviness a must

Qualifications

Must Haves:

• A four‑year degree in a related field or equivalent work experience in the hospitality or service industry.
• Minimum of two (2) years of experience in a related function.
• Supervisory or managerial experience required.
• Experience in presentations and leading or facilitating meetings.
• Proficiency in Microsoft Word, Excel, Access, Outlook, and PowerPoint.
• Database experience a plus.
• Finance experience preferred.
• Gaming industry experience preferred.
• Must be able to obtain and maintain a valid gaming license as required by the Maryland State Lottery and Gaming Control Agency (MLGCA) and comply with all state gaming regulations.

Physical Requirements:

• Ability to sit 20% of the time and stand 80% of the time
• Lifting up to 15lbs
• Pushing/Pull up to 50lbs
• Carry up to 25lbs

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.
• Willingness and ability to be flexible with work schedule. May require extended hours and work week from time to time.

What We Offer

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette, and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.