Operations Manager - Guest Experience

Why We Need Your Talents

The Operations Manager plays a vital leadership role in ensuring a seamless, welcoming, and efficient experience for every guest who visits Live! Casino & Hotel. By overseeing daily casino and hotel operations and guiding all guest‑facing teams, you help uphold the service excellence and operational standards that define our brand. Your ability to support team members, resolve challenges in real time, and maintain a warm and safe environment directly contributes to high guest satisfaction and smooth property‑wide performance.

Through strong leadership, effective communication, and a commitment to outstanding hospitality, you help drive our success and elevate the overall Live! experience.

USD $57,682.00/Yr.

USD $79,561.00/Yr.

The Operations Manager plays a vital leadership role in ensuring a seamless, welcoming, and efficient experience for every guest who visits Live! Casino & Hotel. By overseeing daily casino and hotel operations and guiding all guest‑facing teams, you help uphold the service excellence and operational standards that define our brand. Your ability to support team members, resolve challenges in real time, and maintain a warm and safe environment directly contributes to high guest satisfaction and smooth property‑wide performance.

Through strong leadership, effective communication, and a commitment to outstanding hospitality, you help drive our success and elevate the overall Live! experience.

• Ensure/validate service standards. Work closely with the company’s functional departments to provide input and feedback to assist in ensuring product performance as well as developing innovative and creative ways to meet or exceed the requirements of our guests.
• Ensure Team Members are providing exceptional guest service in all areas according to our sequence of service and documenting when appropriate
• Review staffing levels, delegate authority and assign responsibilities via appropriate channels.
• Review operations activities and promotional status with General Manager and other Executives.
• Responsible for team member engagement and recognition.
• Address problems immediately as they arise when on duty, either with Team Members or guests. Handles complaints from guests maintaining satisfactory impressions.
• Respond to guest surveys, comment cards, web/email inquiries and any other guest feedback in a timely manner.
• Bring closure to outstanding issues/investigations by following up with all parties involved in the matter.
• Assist in directing, planning and implementing policies, objectives and activities in order to maintain a successful operation while increasing productivity.
• Determine area of program improvements, policy changes and make recommendations to Executive team to enhance the success of the operations.
• Provide management control and direction to department Managers, assists Managers or Supervisors in the absence of department Directors to assure the successful performance of the casino operations, and the property in general.
• In the absence of primary directors, the Operation Manager will provide supervision to property Managers and Supervisors, and will at varying times, be the senior management person at the property.
• Meet with top management and keeps them informed about the running of the organization, problem areas and recommendations. Attend departmental meetings when appropriate.
• Complete daily DSR reports for circulation to Executives. From time to time will perform Executive Level duties.
• Actively participates in monthly GLL meetings and volunteers for property events.
• Track, document and accurately communicate VLT damages/restitution payments for the property
• Reports to the Director of Guest…