Guest Experience Operations Leader

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

Benefits offered by this job

Comprehensive health benefits for full

Life Insurance

Disability coverage

Retirement plan

Paid Time Off

Tuition Reimbursement

On-site Wellness center

Career growth programs

Rewards & Recognition

Merit-based increases

Bonuses

Free parking

Free meals

Discounts on Live! services

Job summary

Live! Casino & Hotel is seeking an Operations Manager to lead daily casino and hotel operations, ensuring exceptional guest service and safe, efficient operations.

You will guide guest-facing teams, resolve issues in real time, and maintain service standards that define our brand. The role requires a four-year degree in hospitality or a related field, 2+ years of supervisory experience, and proficiency with MS Office.

Qualifications

• Four-year degree in hospitality or related field.
• Minimum of two years 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.
• Must be able to obtain and maintain a valid gaming license as required by ML…

Responsibilities

• Ensure/validate service standards. Work closely with the company’s departments to ensure product performance and develop ways to meet guests’ requirements.
• Ensure Team Members provide exceptional guest service in all areas according to our sequence of service and document 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 when on duty, with Team Members or guests, handling complaints to maintain 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.
• Assist in directing, planning and implementing policies and activities to maintain successful operation and productivity.
• Determine areas of program improvements and policy changes to enhance success of operations.
• Provide management direction to department Managers and assist in the absence of Directors.
• Meet with top management and keep them informed about operations and recommendations.
• Complete daily DSR reports for circulation to Executives; participate in monthly meetings and property events.
• Track, document and communicate VLT damages/restitution payments for the property.
• Reports to the Director of Guest Experience & VP of Operations.

Skills

Interpersonal skills

Verbal communication

Written communication

Multimedia communication

Customer experience concepts

Confidentiality

Team leadership

Problem solving

Time management

Flexibility

Education

Bachelor's degree in hospitality or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

PowerPoint

Database familiarity

Job description

Live! Casino & Hotel is seeking an Operations Manager to lead daily casino and hotel operations, ensuring exceptional guest service and safe, efficient operations.

You will guide guest-facing teams, resolve issues in real time, and maintain service standards that define our brand. The role requires a four-year degree in hospitality or a related field, 2+ years of supervisory experience, and proficiency with MS Office.