Guest Services Supervisor

Gateway Casinos•Innisfil, ON

3d•Onsite

About The Position

In this pivotal role as the Guest Services Supervisor, you will oversee a team that is the main point of contact for guests, providing a continued source of attention for guests throughout their stay. This exciting opportunity at a national company offers you the chance to grow your career with the promise of an excellent benefits package and competitive salary for full-time employees. Don't miss this chance to put yourself in the centre of the action.

Requirements

Post-secondary education in a relevant field (Gaming, Hospitality, Service, Marketing)
A minimum of two (2) years of experience in the service industry (Gaming Preferred) with minimum of one (1) year of supervisory experience
Strong leadership skills and familiarity with a high-volume, fast paced, shift-work environment
Strong dispute resolution skills
Excellent organizational, interpersonal, analytical, communication, and problem-solving skills
Ability to stand for long periods of time
Ability to lift up to 30 pounds
The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario and Smart Serve License

Responsibilities

Supervises and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
Promotes a positive, safe and efficient work environment, while maintaining an open-door policy.
Oversees human resources activities such as training, coaching, performance feedback, safety and recruitment.
Supervises Gaming and Marketing player transactions; handles player outcomes and game irregularities as required and ensures effective delivery of all loyalty program elements.
Resolves customer experience issues, collaborating with other departments as required.
Ensures regulatory requirements are met and instances of non-compliance are reported and resolved.
Participates in the execution of marketing initiatives, promotions and gaming floor projects.
Keeps the team and other departments up to date with current promotions, events and projects.
May assist with tracking and evaluating performance of games and promotions.
Remains focused on financial performance by delivering a superior guest experience, improving processes, controlling costs and maintaining high department standards.