Director of Slots & Guest Services - Petersburg

Overview

Why We Need Your Talents:

With our rapid projected expansion, the Live! Casino & Hotel Brand is searching for the right talent to grow with the organization and help drive our future success.

 

The Director of Slots & Guest Services is responsible for leading Slot service delivery, the Live! Rewards service center, and the overall casino Guest’s Experience. The focus of the Director is to create engagement among guests and Team Members by ensuring the delivery of a genuine and elevated experience.  Primary responsibilities include managing slot service, managing casino guest service, and overseeing the operations of the loyalty and rewards program for the entire property.

Responsibilities (Text Only)

Where You'll Make an Impact: - Leads the Guest Services Department in the management of Slot Floor service and the Live Rewards Center.  - Coordinates with the Marketing department to ensure that all Guest Service attendants are prepared to support all promotions and events.  - Meets or exceeds company expectations for slot service times.  - Coordinates with the Slot Technical department to ensure that all slot products are fully operational.  Proactively contacts Slot Technical with all technical concerns.  - Responsible for extending complementary services using independent judgement and discretion and in accordance with approved policy. - Influence all levels of the organization to pursue exceptional guest service.  Coordinates with HR training to ensure that guest service training is appropriate and timely. - Designs and implements new processes, training, and behaviors that foster a high-performance environment rooted in the spirit of continuous improvement. - Manage processes and programs to effectively manage labor for efficient service delivery - Manage programs in the operating environment to reduce loss time injuries. - Hires, trains, and develops staff to ensure they are successful in providing the highest level of guest service to ensure guests have a positive gaming experience each time they interface with a Guest Service department Team Member. - Direct and manage slot equipment layouts, placement, and repair. - Strategic coordination and communication with operators, vendors, and customers. - Develop and manage the budget for the Guest Services Department. - Delegate duties and assign responsibilities as warranted. - Other duties as assigned.   Skills to Help You Succeed: - Strong interpersonal and leadership skills. - Ability to analyze and interpret departmental needs and results. - Ability to solve complex problems. - Ability to perform assigned duties under frequent time pressures. - Ability to work flexible shifts, weekends, and holidays. - Ability to maintain mental concentration for significant periods of time. - Broad variety of tasks and deadlines requires an irregular work schedule. - Ability to perform assigned duties in an interruptive environment. - Ability to analyze, interpret, and communicate service-related data in an effective manner. - Knowledge of gaming regulations, internal controls, and gaming devices.

Qualifications

Must-Haves:

• Must have five (5) or more years of Casino Management, Guest Experience, Guest Services or equivalent combination of education and progressive, relevant, and direct experience. years of experience with operations and management in multi device 24- hour casino Guest Services Department. Three (3) years of experience in managing people, processes, and budgets.
• College degree or equivalent work experience in a related field preferred.
• Must have the ability to secure and maintain licensure as required by Virginia Gaming Control Board or any other applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards.

Physical Requirements:

• Casino is over 300,000 square feet and requires ability and energy to move about it with a true sense of urgency.
• Standing 10%
• Walking 30%
• Sitting 60%
• Keyboarding 60%
• Use of going up and down stairs multiple times per day and elevators.

What We Offer

Perks We Offer You  

• Generous Bonus Structure  
• Comprehensive Health Coverage   
• Retirement Savings with Company Match  
• Leadership Skills Development & Mentorship Programs  
• Tuition Reimbursement  
• Exclusive Discounts on Travel, Services, Goods and Entertainment  

  

Being A Part of Our Team   

Individuals that are chosen to be part of our Management Team can expect:  

• To support and build a strong team, while valuing and celebrating our diversity  
• To be given the power and responsibility to prioritize service to our guests and community.  
• To be given the tools, resources, and opportunity to grow in their career.  
• To be part of an exciting experience unlike any other in the Industry.  
• To work hard and have fun.  

 

We are a 24-hour, 7 days per week high energy casino environment which includes exposure to alcohol and smoking.