Guest Services Supervisor - Petersburg

Live! Casino·Hotel; Petersburg (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading casino hotel in Petersburg is seeking a Guest Services Supervisor to ensure an exceptional guest experience and oversee service representatives. This role requires strong leadership, problem-solving skills, and experience in a gaming or slot department. Successful candidates will enjoy competitive pay, comprehensive benefits, and opportunities for career 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

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

Responsibilities

• Supervise and lead Guest Services Representatives during assigned shifts.
• Ensure a flawless guest experience and resolve service issues.
• Train and manage staff according to organizational standards.

Skills

Problem-solving

Analytical ability

Flexibility

Education

Four-year degree in related fields

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 guests have a memorable gaming experience. They oversee Guest Service Representatives, ensuring proper scheduling and that guest needs are met following policies, procedures, and protocols.

Responsibilities

• Supervise and lead Guest Services Representatives and team members during assigned shifts.
• 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.
• Assist in setting up and executing contests and promotions, taking ownership of marketing event success.
• Support Guest Services team members with payment of slot jackpots and machine malfunctions.
• Respond courteously to guest issues, concerns, and complaints, maintaining guest service standards.
• Document shift activities through reports and ensure accurate cross-shift communication.
• Comply with all internal controls, procedures, and regulatory requirements, including state and federal laws and gaming regulations.
• Train and manage staff according to organizational standards, policies, and programs.
• Extend complementary services in line with the approved comp matrix.
• Manage staffing and scheduling on the slot floor and Live! Rewards to ensure a positive gaming experience.
• Review slot activities and promotional status with the Slot Manager.
• 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.
• Flexible schedule.

Qualifications

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

Physical Requirements

• Ability and energy to move about a large casino environment.
• Standing 25%, walking 65%, sitting 10%.
• Keyboarding 25%, including use of handheld devices.
• Ability to go up and down stairs multiple times daily and use elevators.

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!

Individuals in the Live! team can expect:

• An exciting, unique experience.
• Power and responsibility to prioritize service and community.
• A diverse, supportive team environment.
• Tools, resources, and opportunities for career growth.
• Hard work coupled with fun.

• Live! is a 24/7 high-energy casino culture committed to fairness, teamwork, and fun.
• The environment is fast-paced and requires agility.
• Exposure to smoke, bright lights, and loud noises.