Operations Manager - Guest Experience - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

28d•$57,682 - $79,561•Onsite

About The Position

The Operations Manager plays a vital leadership role in ensuring a seamless, welcoming, and efficient experience for every guest who visits Live! Casino & Hotel. By overseeing daily casino and hotel operations and guiding all guest‑facing teams, you help uphold the service excellence and operational standards that define our brand. Your ability to support team members, resolve challenges in real time, and maintain a warm and safe environment directly contributes to high guest satisfaction and smooth property‑wide performance. Through strong leadership, effective communication, and a commitment to outstanding hospitality, you help drive our success and elevate the overall Live! experience.

Requirements

Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property groups.
Knowledge and application of positive customer experience concepts, principles and processes; ability to conduct guest needs assessment, meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts.
Ability to work positively within constantly changing internal and external environments.
Ability to maintain strict confidentiality relative to proprietary information (ie financial data, casino policies, promotions, personnel matters and guest information)
Maintaining interpersonal working relationships among all personnel.
Willingness to assume overall responsibility relative to the performance of the casino & hotel operations, and overall property.
Ability to analyze and interpret departmental needs and results.
Ability to solve complex problems quickly and in a busy environment.
Ability to prioritize and perform assigned duties under frequent time pressures to meet established deadlines in an interruptive environment while achieving high standards.
Ability to initiate, follow-up on and, complete special projects as assigned.
Ability to work a flexible and irregular schedule including weekends, evenings and holidays.
Knowledge of gaming and alcohol beverage control regulations.
Computer savviness a must
A four‑year degree in a related field or equivalent work experience in the hospitality or service industry.
Minimum of two (2) years of experience in a related function.
Supervisory or managerial experience required.
Experience in presentations and leading or facilitating meetings.
Proficiency in Microsoft Word, Excel, Access, Outlook, and PowerPoint.
Database experience a plus.
Finance experience preferred.
Gaming industry experience preferred.
Must be able to obtain and maintain a valid gaming license as required by the Maryland State Lottery and Gaming Control Agency (MLGCA) and comply with all state gaming regulations.

Nice To Haves

Database experience a plus.
Finance experience preferred.
Gaming industry experience preferred.

Responsibilities

Ensure/validate service standards. Work closely with the company’s functional departments to provide input and feedback to assist in ensuring product performance as well as developing innovative and creative ways to meet or exceed the requirements of our guests.
Ensure Team Members are providing exceptional guest service in all areas according to our sequence of service and documenting when appropriate
Review staffing levels, delegate authority and assign responsibilities via appropriate channels.
Review operations activities and promotional status with General Manager and other Executives.
Responsible for team member engagement and recognition.
Address problems immediately as they arise when on duty, either with Team Members or guests. Handles complaints from guests maintaining satisfactory impressions.
Respond to guest surveys, comment cards, web/email inquiries and any other guest feedback in a timely manner.
Bring closure to outstanding issues/investigations by following up with all parties involved in the matter.
Assist in directing, planning and implementing policies, objectives and activities in order to maintain a successful operation while increasing productivity.
Determine area of program improvements, policy changes and make recommendations to Executive team to enhance the success of the operations.
Provide management control and direction to department Managers, assists Managers or Supervisors in the absence of department Directors to assure the successful performance of the casino operations, and the property in general.
In the absence of primary directors, the Operation Manager will provide supervision to property Managers and Supervisors, and will at varying times, be the senior management person at the property.
Meet with top management and keeps them informed about the running of the organization, problem areas and recommendations. Attend departmental meetings when appropriate.
Complete daily DSR reports for circulation to Executives. From time to time will perform Executive Level duties.
Actively participates in monthly GLL meetings and volunteers for property events.
Track, document and accurately communicate VLT damages/restitution payments for the property
Reports to the Director of Guest Experience & VP of Operations.

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
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