Guest Experience Operations Leader - Casino & Hotel

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

Benefits offered by this job

Free Basic Life Insurance

Short/Long Term Disability

Retirement savings options

Paid Time Off

Tuition Reimbursement

On-site Wellness center

Career growth programs

Rewards & Recognition Programs

Merit-based pay increases

Discretionary bonuses

Free parking

Free food and discounted meals

Employee discounts

Job summary

Live! Casino & Hotel Maryland is seeking an Operations Manager to lead daily casino and hotel operations, guiding all guest-facing teams to sustain service excellence. You will support staff, resolve issues in real time, and maintain a warm, safe environment that ensures high guest satisfaction and smooth property-wide performance.

The role emphasizes strong leadership, effective communication, and a commitment to outstanding hospitality within a 24/7 high-energy property in Maryland.

Qualifications

• A four-year degree or equivalent work experience in hospitality or service.
• Minimum of two years in a related function and supervisory experience.
• Experience in presentations and leading or facilitating meetings.
• Proficiency with MS Office suite and database familiarity.
• Gaming industry experience preferred.

Responsibilities

• Ensure/validate service standards across departments and drive guest satisfaction.
• Oversee guest-facing teams and daily casino/hotel operations.
• Review staffing levels and delegate responsibilities accordingly.
• Monitor operations and promotional activity with executives.
• Engage team members and recognise performance.
• Address issues in real time and handle guest inquiries promptly.
• Communicate with executives and participate in monthly meetings.
• Provide direction to department managers in absence of directors.
• Complete daily reports and support executive-level duties.

Skills

Interpersonal communication

Guest service excellence

Team leadership

Problem solving

Confidentiality

Scheduling

Flexibility

Gaming & beverage regs knowledge

Computer literacy

Education

Four-year degree or equivalent

Tools

Microsoft Word

Excel

Access

Outlook

PowerPoint

Database experience

Job description

Live! Casino & Hotel Maryland is seeking an Operations Manager to lead daily casino and hotel operations, guiding all guest-facing teams to sustain service excellence. You will support staff, resolve issues in real time, and maintain a warm, safe environment that ensures high guest satisfaction and smooth property-wide performance.

The role emphasizes strong leadership, effective communication, and a commitment to outstanding hospitality within a 24/7 high-energy property in Maryland.