Live! Casino & Hotel→
Guest Services Supervisor - Maryland at Live! Casino… · Hanover
Job Description
Why We Need Your Talents:
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.
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
Must-Haves:
- 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.
Physical Requirements:
- 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.
Working Conditions:
- 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.
Perks We Offer You
- 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 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
Life at Live!
Individuals chosen to be part of the Live! Team can expect:
- 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.