• Job Description

  Req#: 10376

  Overview

  Function (Scope and Main Purpose of Job)

  The Guest Service Manager’s primary purpose is to ensure operational efficiency and an elevated customer service experience on the slot floor, at the Live! Rewards Center and during execution of all casino marketing promotions.

  Responsibilities

  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

  • Manages the Guest Services Department including staffing, regulatory compliance, marketing execution, and slot and Live! rewards operational and service execution.
  • Responsible for preparing, planning and forecasting operating budget, capital investments, and direct expenses.
  • Leads a service culture and ensures superior customer service for gaming patrons with respect to the full gaming experience on the gaming floor.
  • Manages large-scale projects that requires strategic coordination and communication to operators, vendors and customers.
  • Ensures superior slot service for gaming patrons with respect to, but not limited to, machine functionality and jackpot payouts.
  • Partners with marketing department personnel to plan casino marketing promotions, with an eye towards the guest experience.
  • Takes ownership of the execution and success of the marketing promotion.
  • Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws and the State Gaming regulations.
  • Formulates and administers department strategies, policies and procedures to monitor internal controls and ensure protection of the gaming assets, updating such as needed to align with best practices, maintaining high level of regulatory compliance.
  • Hires, 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.
  • Reply to guest inquiries, surveys and other methods of inbound communication in a timely manner.
  • Works with other departmental leaders to identify guest service improvements within their areas.
  • Ability to extend complimentaries in accordance with the property comp matrix.
  • Performs all other duties as assigned.

  Qualifications

  Job Requirements (skills, knowledge, and abilities)

  • Must have two (2)- or more years of experience in casino management or equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.
  • Advanced technical knowledge of slot systems required.
  • Excellent communication skills, both written and oral.
  • Available to work flexible shifts, weekends and holidays.
  • Ability to obtain and maintain a valid license as required by the State Gaming Agency for the position.

  Working Conditions

  • 24/7 high energy casino with over 100,000 sq. ft of gaming and entertainment space and approximately 500 employees
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed.

• About the company

  One of the largest gaming, retail and entertainment destinations in the country with slot machines, table games, nationally-acclaimed restaurants and a luxury AAA Four Diamond rated hotel.

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