Slots/Guest Services Supervisor - Maryland
Live! Casino & Hotel Maryland
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Benefits offered by this job
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
Education
Job description
The Guest Services Supervisor is responsible for directing shift operations and ensuring the consistent delivery of high‑quality service across the slot floor and Live! Rewards desk. This role plays a critical part in supervising frontline team members, coordinating service responses, and maintaining compliance with departmental procedures and gaming regulations. Your ability to lead staff, resolve guest concerns promptly, and support promotional activities directly contributes to the efficiency of gaming operations and reinforces the exceptional hospitality standards of Live! Casino & Hotel. By upholding service expectations, optimizing staffing, and fostering a positive and professional environment, you help ensure a seamless and memorable experience for every guest.
USD $45,576.00/Yr.
USD $62,863.00/Yr.
The Guest Services Supervisor is responsible for directing shift operations and ensuring the consistent delivery of high‑quality service across the slot floor and Live! Rewards desk. This role plays a critical part in supervising frontline team members, coordinating service responses, and maintaining compliance with departmental procedures and gaming regulations. Your ability to lead staff, resolve guest concerns promptly, and support promotional activities directly contributes to the efficiency of gaming operations and reinforces the exceptional hospitality standards of Live! Casino & Hotel. By upholding service expectations, optimizing staffing, and fostering a positive and professional environment, you help ensure a seamless and memorable experience for every guest.
- 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 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.
- Ability to:
- Analyze and interpret departmental needs and results.
- Solve complex problems.
- Perform assigned duties under frequent time pressures and in an interruptive environment.
- Flexible schedule
- A four (4)-year degree in related fields or equivalent work experience.
- 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.
- Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery & Gaming Control Agency.
- Casino is over 300,000 square feet and requires ability and energy to move about it with a true sense of urgency.
- 10% Sitting
- 25% Keyboarding - includes the use of handheld devices while on the casino floor.
- 25% Standing
- 65% Walking
- Use of going up and down 31 stairs multiple times per day and elevators.
- 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.
- Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
- Free Basic Life Insurance
- Free Short Term & Long-Term Disability
- Generous retirement savings options
- Paid Time Off
- Tuition Reimbursement
- On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
- Training and pathways for career growth
- Robust Rewards & Recognition Programs
- Annual Merit Based Pay Increases
- Discretionary Performance Bonuses
- Discretionary Service Bonuses
- Free parking
- Free food and discounted meals
- Live! Hotel, Food & Beverage, and Entertainment Discounts
- To be part of an exciting experience unlike any other in the market.
- To be given the power and responsibility to put service and community first.
- To come together as a strong team, while valuing and celebrating our diversity.
- To be given the tools, resources, and opportunity to grow in their career.
- To work hard and have fun.
- Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
- Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
- You will work in an environment where smoking is allowed.
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