Guest Services Representative​/Guest Services Supervisor

Description

Position at Gateway Casinos

Part‑Time

Guest Services Representative: $21.28/hr to $23.64/hr

Guest Services Supervisor: $26.58/hr

We’re looking for a guest whisperer. We define this as a friendly, patient and intuitive customer service pro who knows how to maintain a Zen demeanour while thriving in a busy work environment and ensuring guests have an exceptional experience. If this sounds like you, then apply for this exciting opportunity ’t miss the chance to get your foot in the door of a growing national company and allow your career to blossom.

• Full benefits package for full‑time employees
• Retirement savings plan
• Exciting, supportive and fun work environment
• Family and friends discounts on travel, tech, food, beverage, and fitness
• Development and training opportunities

• Meet, greet and assist guests, answer inquiries, and provide solutions for any concerns
• Provide information on current and upcoming events and promotions
• Explain and enroll customers in the rewards loyalty program
• Assist in implementing on‑site events, promotions and entertainment initiatives
• Manage slot machine reservations and promote casino initiatives.
• Work in compliance with internal controls, company policies and procedures and/or provincial lottery/ gaming policies and procedures.
• Manage a cash float, verifies and provides jackpot payouts and monetary change to guests.
• Report any violations and elevate to the appropriate level as necessary.
• Replenishes and maintains slot machines, monitors machine stack lights to ensure prompt service.
• Acquire and maintain a knowledge of all slot operation policies and procedures.
• Perform other duties as assigned based on operational needs.
• Supervises and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
• Supervises Gaming and Marketing player transactions; handles player outcomes and game irregularities as required and ensures effective delivery of all loyalty program elements.
• Resolves customer experience issues, collaborating with other departments as required.
• Ensures regulatory requirements are met and instances of non‑compliance are reported and resolved.
• Participates in the execution of marketing initiatives, promotions and gaming floor projects.
• Keeps the team and other departments up to date with current promotions, events and projects.
• May assist with tracking and evaluating performance of games and promotions.
• Remains focused on financial performance by delivering a superior guest experience, improving processes, controlling costs and maintaining high department standards.

• A minimum of two (2) years of experience in the service industry (Gaming Preferred) with minimum of one (1) year of supervisory experience
• Post‑secondary education in a relevant field (Gaming, Hospitality, Service, Marketing)
• The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario and Smart Serve License
• Ability to lift up to 30 pounds
• Ability to stand for long periods of time
• Able to juggle multiple tasks, manage time efficiently, and thrive in a fast‑paced environment
• Excellent organizational, interpersonal, analytical, communication, and problem‑solving skills
• Friendly and personable energy and a willingness to go the extra mile for guests
• Intermediate knowledge of computer programs and mathematical skills
• Patient, positive demeanour with everyone you meet
• Proven high level of customer service and strong dispute resolution skills
• Strong leadership skills and familiarity with a high‑volume, fast paced, shift‑work environment

Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team‑Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier‑free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know.

This job posting is for an existing vacancy.

Gateway does not utilize any form of artificial intelligence (AI) in the screening, assessment, or selection of applicants.