Guest Service Supervisor - Greensburg na Live! Casino Pittsburgh

Function (Scope and Main Purpose of Job)

Oversees the shift and Guest Service team members consistent with internal controls, policies and procedures while ensuring service standards are consistently met.

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 Service Representatives 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 planning, 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 guestservice 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.
• 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.
• Ability to extend complimentaries in accordance with the property comp matrix.
• Performs other duties as assigned.

Job Requirements (skills, knowledge, and abilities)

• Excellent customer service and interpersonal skills.
• The ability to motivate staff through a teamwork approach.
• Proven leadership skills that include delegating as needed.
• Ability to communicate with team members and guests.
• 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.

Educational Requirements

• High school diploma, GED or equivalent work experience in casino customer service environment.

Physical Requirements

• Ability and energy to move about it with a true sense of urgency.
• Standing 20%
• Walking 55%
• Sitting 25%
• 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.

Working Conditions

• 24/7 high energy casino and entertainment space and approximately 600 employees.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.
• Available to work flexible shifts, weekends and holidays