Guest Services Shift Manager - Petersburg

Live Casino & Hotel; Petersburg (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a rapidly expanding Casino and Hotel as a Guest Services Supervisor, overseeing a dedicated team to ensure exceptional guest experiences. This role involves leading shifts, addressing guest concerns, and working within regulatory guidelines, all while enjoying competitive benefits and opportunities for growth.

Benefits

Generous bonus structure

Comprehensive health coverage

Retirement savings with company match

Leadership development and mentorship programs

Tuition reimbursement

Exclusive discounts on travel, services, goods, and entertainment

Qualifications

• Minimum of two years experience in slot operations or card services.
• Ability to obtain licensure from Virginia Gaming Control Board.

Responsibilities

• Supervise Guest Services Leads and team members during assigned shifts.
• Ensure a flawless guest experience and resolve service issues.
• Document shift activities and ensure effective cross-shift communication.

Skills

Customer Service

Leadership

Teamwork

Education

High school diploma or equivalent

Four-year degree

Job description

Overview

Why We Need Your Talents:

With our rapid projected expansion, the Live! Casino & Hotel Brand is seeking talented individuals to grow with us and contribute to our future success.

This role oversees shift’s Guest Service Supervisors and Guest Service Representatives, ensuring adherence to internal controls, policies, procedures, and maintaining service standards.

Responsibilities:

1. Supervise and lead Guest Services Leads and team members during assigned shifts.
2. Ensure a flawless guest experience on the slot floor and Live! rewards desk, proactively communicating and coordinating with all departments to resolve service, technical, and operational issues.
3. Assist in planning, setting up, and executing contests and promotions, taking ownership of marketing event success.
4. Support Guest Services team members with payment of slot machine jackpots and machine malfunctions.
5. Address and respond to guest issues, concerns, and complaints courteously, in line with guest service standards.
6. Proactively address potential guest dissatisfiers to prevent negative impact on the guest experience.
7. Maintain labor standards within budgetary guidelines while meeting the needs of the gaming floor.
8. Document shift activities through reports and ensure effective cross-shift communication.
9. Comply with all internal controls, procedures, and regulatory requirements, including state and federal laws and gaming regulations.
10. Hire, train, and manage staff according to organizational standards and policies.
11. Extend complementary services as per the approved comp matrix.
12. Perform other duties as assigned.

Skills to Help You Succeed:

• Minimum of two (2) years of experience in slot operations and/or card services.
• Excellent customer service and interpersonal skills.
• Ability to motivate staff and foster teamwork.
• Proven leadership skills, including delegation.

Must-Haves:

• High school diploma or equivalent; four-year degree preferred.
• Ability to obtain and maintain licensure as required by the Virginia Gaming Control Board or other regulatory entities.

Physical Requirements:

• Availability for extended hours and 24/7 operation.
• Ability to move around a large casino environment quickly and efficiently.
• Handling items weighing up to 30 pounds.
• Ability to work in a smoke-filled environment.
• Stand for long periods, climb stairs, and work under variable temperatures and noise levels.

What We Offer:

• Generous bonus structure.
• Comprehensive health coverage.
• Retirement savings with company match.
• Leadership development and mentorship programs.
• Tuition reimbursement.
• Exclusive discounts on travel, services, goods, and entertainment.

Life at Live!

Our management team can expect:

• Support and celebration of diversity.
• Responsibility to prioritize guest and community service.
• Tools, resources, and growth opportunities.
• An exciting, industry-leading experience.
• Hard work combined with fun.

Note: Live! operates 24/7 in a high-energy casino environment with exposure to alcohol and smoking.