Guest Services Representative​/Supervisor

Description

Position at Playtime Casino – Part‑time Guest Services Supervisor.
Starting wage $21.28 per hour for Guest Services Representative, $26.58 per hour for Supervisor. This role oversees a team of guest services representatives who are the main point of contact for guests throughout their stay. The position offers career growth, benefits for full‑time employees, and competitive salary for full‑time employees.

• Mentor and guide a team of guest services representatives, ensuring guests are treated in a warm and hospitable manner.
• Manage employee performance through training, coaching, evaluation and mentoring.
• Ensure that proper safety, hygiene, and sanitation practices are followed.
• A relationship‑builder who encourages open communication and collaboration.
• Ensure that quality and standards meet expectations on a day‑to‑day basis.
• Handle complaints, room issues, and conflicts graciously.
• Provide customer service skills that exceed guest expectations.
• 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, verify and provide jackpot payouts and monetary change to guests.
• Report any violations and escalate to the appropriate level as necessary.
• Replenish and maintain slot machines, monitor machine stack lights to ensure prompt service.
• Acquire and maintain knowledge of all slot operation policies and procedures.
• Perform other duties as assigned based on operational needs.
• Supervise and support team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
• Supervise Gaming and Marketing player transactions; handle player outcomes and game irregularities as required and ensure effective delivery of all loyalty program elements.
• Resolve customer experience issues, collaborating with other departments as required.
• Ensure regulatory requirements are met and instances of non‑compliance are reported and resolved.
• Participate in the execution of marketing initiatives, promotions and gaming floor projects.
• Keep 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.
• Remain focused on financial performance by delivering a superior guest experience, improving processes, controlling costs and maintaining high department standards.

• Minimum two years of experience in the guest services and/or hospitality industry.
• Ability to direct and supervise staff.
• Ability to obtain Category 2 registration with AGCO.
• A relationship-builder who encourages open communication and collaboration.
• Time‑management savvy and expert multitasker who thrives in the service industry.
• Ability to manage issues and empower a team to excel.
• Strategic thinker who has an eye for detail and a capacity to see the big picture.
• Benefit from working flexible hours, evenings, and weekends.
• Efficient multitasker who thrives in a fast‑paced environment.
• Can benefit from working flexible hours, evenings, and weekends.
• Ability to seamlessly handle complaints, room issues and conflicts.
• Excellent customer service skills, including the ability to be friendly, efficient, polite and patient.
• Smart Serve Certificate (Ontario) prior to starting.

• 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.

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.