Guest Services Shift Manager - Petersburg

Live! Casino & Hotel Maryland; Petersburg (VA); On-site; USD 52,000 - 71,000; Full time

Job summary

Join a dynamic team at Live! Casino & Hotel Maryland as a Guest Services Shift Manager. This mid-senior level role focuses on overseeing guest service operations and ensuring an excellent guest experience while managing a strong team within a vibrant casino environment.

Benefits

Generous Bonus Structure

Comprehensive Health Coverage

Retirement Savings with Company Match

Tuition Reimbursement

Exclusive Discounts on Travel, Services, Goods and Entertainment

Qualifications

• 2+ years experience in slot operations/card services.
• Ability to secure and maintain licensure as required by Virginia Gaming Control Board.

Responsibilities

• Supervises Guest Services team members on shift.
• Addresses guest issues and ensures service standards.
• Documents shift activity and manages staff according to standards.

Skills

Customer service

Leadership

Interpersonal skills

Education

High school diploma or equivalent

Four-year degree preferred

Job description

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Why We Need Your Talents:

With our rapid projected expansion, the Live! Casino & Hotel Brand is searching for the right talent to grow with the organization and help drive our future success.

Overview

Why We Need Your Talents:

With our rapid projected expansion, the Live! Casino & Hotel Brand is searching for the right talent to grow with the organization and help drive our future success.

Oversees shift’s Guest Service Supervisors and Guest Service Representatives consistent with internal controls, policies and procedures while ensuring service standards are consistently met.

Responsibilities (Text Only)

Where You'll Make an Impact:

• Supervises and leads Guest Services Leads and team members on assigned shift.
• Ensure the guest experience is flawless on the slot floor and Live! rewards desk while proactively communicating and coordinating with all department to solve service, technical and operational problems.
• Assists with the planning, set up and execution of contests and promotions, while taking ownership for the success for the marketing event.
• Assists Guest Services team members as needed with the payment of slot machine jackpots and machine malfunctions.
• Proactively address and respond to guest issues, concerns and complaints in a courteous manner consistent with guest service standards.
• Ensure potential guest dissatisfiers are proactively addressed before negatively impacting the guest experience.
• Ensures labor standards are being met while staying within budgetary guidelines and balancing the needs of the gaming floor on assigned shift.
• Writes and submits shift and other reports required to document shift activity.
• Ensures cross shift communication is consistent and accurate.
• Complies with all internal controls and procedures related to departmental operations.
• Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws and the State Gaming regulations.
• Hires, trains and manages staff in accordance with organizational and approved departmental standards, policies and programs.
• Ability to extend complementary services in accordance with the approved comp matrix.
• Performs other duties as assigned.
  
  

Skills To Help You Succeed

• Must have two (2) or more years of experience in slot operations and/or card services.
• Excellent customer service and interpersonal skills.
• The ability to motivate staff through a teamwork approach.
• Proven leadership skills that include delegating as needed.
  
  

Qualifications

Must-Haves:

• High school diploma or equivalent work experience in casino customer service environment. Four (4) year degree preferred.
• Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.
  
  

Physical Requirements

• 24/7 operation requiring extended hours and the ability and willingness meet the applicant’s schedules when needed.
• Casino is over 100,000 square feet and requires ability and energy to move about it with a true sense of urgency.
• Handling, carrying or lifting items weighing up to 30 pounds.
• Must be able to work in a smoke-filled environment.
• Ability to stand for long periods of times without sitting or leaning
• Ability to climb, bend, stretch, twist or reach with your body and arms, work under variable temperatures and noise levels
• Use of going up and down 31 stairs multiple times per day and elevators
  
  

What We Offer

Perks We Offer You

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

Life at Live!

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

• To support and build a strong team, while valuing and celebrating our diversity
• To be given the power and responsibility to prioritize service to our guests and community.
• To be given the tools, resources, and opportunity to grow in their career.
• To be part of an exciting experience unlike any other in the Industry.
• To work hard and have fun.
  
  

Live! is a 24-hour, 7 days per week high energy casino environment which includes exposure to alcohol and smoking

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Gambling Facilities and Casinos

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