Guest Experience Operations Manager: Hospitality Leader

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

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,