Function (Scope and Main Purpose of Job)
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.
Core Service Standards
CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.
SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
Fast: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.
Specific Responsibilities and Duties
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.
Job Requirements (skills, knowledge, and abilities)
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.
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 be able to obtain and maintain a valid gaming license as determined by the Pennsylvania Gaming Control Board.
Casino is over 300,000 square feet and requires ability and energy to move about it with a true sense of urgency.
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.Working Conditions
24/7 high energy casino with over 300,000 sq. ft. of gaming and entertainment space and approximately 2000 employees.
Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
You will work in an environment where smoking is allowed
Maryland Live Casino