Guest Services Shift Manager - Pittsburgh

Function (Scope and Main Purpose of Job)

The Guest Services Shift Manager primary purpose is to oversee shift’s Guest Services Supervisors and Guest Services Representatives consistent with internal controls, policies and procedures while ensuring service standards are consistently met.  Delivering elevated customer service experience on the slot floor, at the Live! Rewards Center and during execution of all casino marketing promotions.

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 Services Supervisors and 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. 
• Managing the slot dispatch dashboard to ensure the Guest Service team members are addressing service calls in a timely manner.
• Monitor the event times of service-related transactions and escalate as needed for attention.
• Proactively address and respond to guest issues, concerns, and complaints in a courteous manner consistent with guest service standards.
• Ensure potential guest dissatisfiers are proactively addressed before negatively impacting the guest experience. 
• Ensures labor standards are being met while staying within budgetary guidelines and balancing the needs of the gaming floor on assigned shift.
• 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 complimentaries services in accordance with the approved comp matrix.
• Performs other duties as assigned.

Job Requirements (skills, knowledge, and abilities)

• 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.

Educational Requirements

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• High school diploma or equivalent work experience in casino customer service environment. Four (4) year degree preferred.
• Must be able to acquire and maintain the required license by the State Gaming Agency for the position.
  
  

Physical Requirements

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• 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

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• 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