Guest Service Supervisor - Greensburg

About the Role

Oversees the shift and Guest Service team members consistent with internal controls, policies, and procedures while ensuring service standards are consistently met.

Responsibilities

• Supervises and leads Guest Service Representatives on assigned shift.
• Ensures the guest experience is flawless on the slot floor and Live! rewards desk while proactively communicating and coordinating with all departments to solve service, technical, and operational problems.
• Assists with the planning, setup, and execution of contests and promotions, taking ownership for the success of marketing events.
• 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 State Gaming regulations.
• Hires, 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.
• Performs other duties as assigned.

Requirements

• High school diploma, GED, or equivalent work experience in a casino customer service environment.
• Ability to obtain and maintain a valid license as required by the State Gaming Agency for the position.
• Available to work flexible shifts, weekends, and holidays.

Skills

• Excellent customer service and interpersonal skills.
• Ability to motivate staff through a teamwork approach.
• Proven leadership skills, including delegating as needed.
• Excellent communication skills, both written and oral.

Physical Requirements

• Ability and energy to move about with a true sense of urgency.
• Standing: 20%
• Walking: 55%
• Sitting: 25%
• Keyboarding: 20% (includes the use of handheld devices while on the casino floor).
• Frequent use of stairs and elevators multiple times per day.

Working Conditions

• 24/7 high-energy casino and entertainment space with approximately 600 employees.
• Exposure to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• Work in an environment where smoking is allowed.