Guest Services Supervisor - Virginia

About the Role

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

Where You'll Make an Impact

• 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.

Skills to Help You Succeed

• 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.

Requirements

• 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.
• A four (4)-year degree in related fields or equivalent work experience.
• Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live's operating standards.

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.
• Use of going up and down 31 stairs multiple times per day and elevators.

Perks We Offer You

• Generous Bonus Structure
• Comprehensive Health Coverage
• Retirement Savings with Company Match
• Leadership Skills Development & Mentorship Programs
• Tuition Reimbursement
• Exclusive Discounts on Travel, Services, Goods and Entertainment

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