Slot Services Supervisor - Philadelphia

Live! Casino and Hotel Philadelphia; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health coverage for full

Free Basic Life Insurance

Free Short Term & Long-Term Disability

Retirement Savings with Company Match

Generous Bonus Structure

Annual Merit/Goal Based Pay Increases

Leadership Skills Development & Mentor

Tuition Reimbursement

Free parking

Free food and discounted meals

Exclusive Discounts on Travel,Services

Job summary

Live! Casino & Hotel Philadelphia is seeking a Guest Service Supervisor to oversee shift operations and ensure guests have a positive gaming experience.

You will schedule Guest Services Representatives, coordinate with departments to resolve issues, and support contests and promotions on the floor. The role requires leadership experience in casino guest services, ability to handle fast-paced environments, and strict adherence to policies and gaming regulations.

Qualifications

• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems.
• Ability to perform assigned duties under frequent time pressures.
• Broad variety of tasks and deadlines requires an irregular work schedule.
• Ability to perform assigned duties in an interruptive office.

Responsibilities

• Supervises and leads Guest Services Representatives and team members on assigned shift.
• Ensure guest experience is flawless on the slot floor and Live! Rewards desk while coordinating with all departments to solve issues.
• Assists with setup and execution of contests and promotions; owns marketing event success.
• Assists team with payment of jackpots and machine malfunctions.
• Responds to guest issues in a courteous manner per guest service standards.
• Writes and submits shift reports documenting activity.
• Maintains cross-shift communication and compliance with controls and policies.
• Trains and manages staff per departmental standards and programs.
• Extends complementary services per approved comp matrix.
• Reviews slot activities and promotions with Slot Manager.
• Performs other duties as assigned.

Skills

Guest services analysis

Problem solving

Time pressure handling

Scheduling coordination

Voice of customer handling

Education

4-year degree in related fields

Job description

Overview

Why We Need Your Talents

The Guest Service Supervisor is responsible for the successful operation of the shift and assuring that guests have a favorable gaming experience. Ensures Guest Service Representatives are properly scheduled and meeting the needs of guests while following policy, procedures and protocol.

Responsibilities

Where You'll Make an Impact

• Supervises and leads Guest Services Representatives 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 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.
• Responds to guest issues, concerns and complaints in a courteous manner consistent with guest service standards.
• 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.
• 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.
• Supervises staffing and scheduling levels on the slot floor as well as Live! Rewards to ensure a positive gaming experience for guests to Live! Casino & Hotel.
• Review slot activities and promotional status with Slot Manager.
• Performs other duties as assigned.

Qualifications

Skills You'll Need to Succeed

• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems.
• Ability to perform assigned duties under frequent time pressures.
• Broad variety of tasks and deadlines requires an irregular work schedule.
• Ability to perform assigned duties in an interruptive office.

A Few Must Haves

• Two (2) to five (5) years of experience within the slot department or gaming areas of a casino. 1 – 3 years of experience as a Lead.
• Afour (4)-year degree in related fields or equivalent work experience.
• Must be able to obtain and maintain a valid gaming license as determined by thePennsylvania Gaming Control Board.

Perks We Offer You

• Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Retirement Savings with Company Match
• Generous Bonus Structure
• Annual Merit/Goal Based Pay Increases
• Leadership Skills Development & Mentorship Programs
• Tuition Reimbursement
• Free parking
• Free food and discounted meals
• Exclusive Discounts on Travel, Services, Goods and Entertainment

Physical Requirements

• Casino is over 300,000 square feet and requires ability and energy to move about it with a true sense of urgency.
• Standing 25%
• Walking 65%
• Sitting 10%
• Keyboarding 25% - includes the use of handheld devices while on the casino floor.

Life at Live!

• 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.