Lead Guest Services Supervisor - Slots & Rewards

Live! Casino & Hotel Maryland; Hanover (MD); On-site; USD 46,000 - 63,000; Full time

Benefits offered by this job

Comprehensive health benefits

Free life insurance

Disability benefits

Retirement savings options

Paid time off

Tuition reimbursement

On-site Wellness center

Career growth opportunities

Bonuses

Free parking

Discounted meals

Job summary

Live! Casino & Hotel Maryland is seeking a Guest Services Supervisor to direct shift operations and ensure high-quality service across the slot floor and Live! Rewards desk. You will supervise frontline team members, coordinate service responses, and uphold departmental procedures and gaming regulations.

Your ability to lead staff, resolve guest concerns promptly, and support promotions will enhance gaming operations and create a memorable guest experience.

Qualifications

• Four-year degree or equivalent work experience.
• Two to five years experience in the casino slot department or gaming areas, with 1-3 years as a Lead.
• Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery & Gaming Control Agency.

Responsibilities

• Supervises and leads Guest Services Representatives and team members on assigned shifts.
• Ensure the guest experience is flawless on the slot floor and Live! Rewards desk, coordinating with all departments to solve issues.
• Assist with setup and execution of contests and promotions, owning marketing event success.
• Assist team with payout of jackpots and machine malfunctions as needed.
• Respond to guest issues and complaints courteously according to standards.
• Document shift activity with required reports.
• Ensure cross-shift communication is accurate.
• Comply with internal controls and gaming regulations.

Skills

Leadership

Problem solving

Time management

Education

Bachelor degree or equivalent

Job description

Live! Casino & Hotel Maryland is seeking a Guest Services Supervisor to direct shift operations and ensure high-quality service across the slot floor and Live! Rewards desk. You will supervise frontline team members, coordinate service responses, and uphold departmental procedures and gaming regulations.

Your ability to lead staff, resolve guest concerns promptly, and support promotions will enhance gaming operations and create a memorable guest experience.