Guest Services Assistant Shift Manager -- Maryland
Full Time
Hanover, MD 21076
Posted
Job description
Overview
Why We Need Your Talents:
The Guest Services Assistant Shift Manager 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.
Responsibilities
Where You'll Make an Impact:
- 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.
- Supervise the slot dispatch dashboard to ensure the Guest Service team members are addressing service calls in a timely manner.
- 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:
- Must have two (2) or more years of experience in slot operations and/or card services.
- Excellent communication skills, both written and oral.
- Ability to communicate with team members and guests.
- Excellent customer service and interpersonal skills.
- Ability to demonstrate a professional, mature, positive, and confident demeanor in dealing with guests and accomplishing daily tasks.
- The ability to motivate staff through a teamwork approach, both within and outside the department daily.
- Knowledge of gaming regulations.
- Proven leadership skills that include delegating as needed.
- Broad variety of tasks and deadlines requires a flexible and irregular work schedule.
- Available to work flexible shifts, weekends, and holidays.
Qualifications
Must-Haves:
- Two (2) to five (5) years of experience within the slot department or gaming areas of a casino.
- 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 State Gaming Agency for the position.
Physical Requirements:
- Ability and energy to move about it with a true sense of urgency.
- Standing 20%
- Walking 65%
- Sitting 15%
- Keyboarding 20% - includes the use of handheld devices while on the casino floor.
- Use of going up and down stairs multiple times per day and elevators.
What We Offer
Perks We Offer You
- Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
- Generous retirement savings options are available.
- Free uniforms
- Free parking
- Discounted meals
- Service and Attendance bonuses
- Tuition reimbursement
- Discounts on hotels, theme parks, travel, and more!
Life at Live!
- 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
- Casino is over 100,000 square feet and requires 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
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