Guest Services Supervisor - Petersburg

Live Casino & Hotel; Petersburg (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Join a dynamic team at a leading casino as a Guest Services Supervisor, responsible for enhancing guest experiences and leading a team of representatives. This role requires proven leadership skills, relevant experience in gaming environments, and a focus on guest satisfaction. We offer a vibrant work culture with plenty of growth opportunities and attractive benefits, including a generous bonus structure and health coverage.

Benefits

Generous Bonus Structure

Comprehensive Health Coverage

Retirement Savings with Company Match

Leadership Development & Mentorship Programs

Tuition Reimbursement

Exclusive Discounts on Travel, Services, Goods, and Entertainment

Qualifications

• 2-5 years of experience in slot department or gaming areas.
• 1-3 years in a leadership role.
• Ability to obtain and maintain licensure as required by Virginia Gaming Control Board.

Responsibilities

• Supervise Guest Services Representatives and ensure a flawless guest experience.
• Assist with payment of slot machine jackpots and handle malfunctions.
• Comply with internal controls and regulatory requirements.

Skills

Problem-solving

Analytical Skills

Ability to perform under pressure

Education

Four-year degree in related field

Job description

Overview

Why We Need Your Talents:

At Live! we pride ourselves on our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand.

The Guest Services Supervisor is responsible for the successful operation of the shift and ensuring that guests have a favorable and memorable gaming experience. They oversee that Guest Service Representatives are properly scheduled and meet guest needs while following policies, procedures, and protocols.

Responsibilities:

1. Supervise and lead Guest Services Representatives and team members on 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 with the setup and execution of contests and promotions, taking ownership of marketing event success.
4. Support Guest Services team members with payment of slot machine jackpots and handling machine malfunctions.
5. Respond courteously to guest issues, concerns, and complaints, maintaining guest service standards.
6. Document shift activity through reports as required.
7. Maintain consistent and accurate cross-shift communication.
8. Comply with internal controls, procedures, and regulatory requirements, including state and federal laws and gaming regulations.
9. Train and manage staff according to organizational standards, policies, and programs.
10. Extend complementary services in line with the approved comp matrix.
11. Manage staffing and scheduling on the slot floor and Live! Rewards to ensure a positive gaming experience.
12. Review slot activities and promotional status with the Slot Manager.
13. Perform other duties as assigned.

Skills to Help You Succeed:

• Ability to analyze and interpret departmental needs and results.
• Problem-solving skills for complex issues.
• Ability to perform duties under time pressure and in an interruptive environment.

Qualifications:

• 2-5 years of experience in the slot department or gaming areas of a casino; 1-3 years in a leadership role.
• Four-year degree in a related field or equivalent work experience.
• Ability to obtain and maintain licensure as required by the Virginia Gaming Control Board or other regulatory bodies.

Physical Requirements:

• Must be able to move throughout the over 300,000 sq ft casino with energy and urgency.
• Standing: 25%, Walking: 65%, Sitting: 10%, Keyboarding: 25% (including handheld device use).
• Ability to go up and down stairs and use elevators multiple times daily.

What We Offer:

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

Life at Live!

Our Team Members can expect:

• An exciting, unique experience in the market.
• Power and responsibility to prioritize service and community.
• A diverse, collaborative team environment.
• Tools, resources, and opportunities for career growth.
• To work hard and have fun.

• Live! is a 24/7 high-energy casino culture committed to fairness, teamwork, and FUN.
• The environment is fast-paced, requiring energy and movement.
• Exposure to smoke, bright lights, and loud noises.
• Smoking is permitted in the casino environment.