Guest Services Supervisor

Position at Gateway Casinos

Job Type: Full-Time

Starting Wage: $55,281

The Gateway to Your Future

You love working with guests and a top-notch team of staff, and you thoroughly understand what it takes to deliver an exceptional experience for visitors. If you are a detail person with a talent for providing care to everyone you deal with, we would love to hear from you.

In this pivotal role as the Guest Services Supervisor, you will oversee a team that is the main point of contact for guests, providing a continued source of attention for guests throughout their stay. This exciting opportunity at a national company offers you the chance to grow your career with the promise of an excellent benefits package and competitive salary for full-time employees. Don't miss this chance to put yourself in the centre of the action.

We Provide

• 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

Key Responsibilities

• Supervises and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
• Promotes a positive, safe and efficient work environment, while maintaining an open-door policy.
• Oversees human resources activities such as training, coaching, performance feedback, safety and recruitment.
• 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.

What You Bring

• Post-secondary education in a relevant field (Gaming, Hospitality, Service, Marketing)
• A minimum of two (2) years of experience in the service industry (Gaming Preferred) with minimum of one (1) year of supervisory experience
• Strong leadership skills and familiarity with a high-volume, fast paced, shift-work environment
• Strong dispute resolution skills
• Excellent organizational, interpersonal, analytical, communication, and problem-solving skills
• Ability to stand for long periods of time
• Ability to lift up to 30 pounds
• The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario and Smart Serve License

Why Work With Us?

Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 27 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it?s like to be on a team that values your vision, skill and energy.

Get to Know Gateway

Gateway Casinos & Entertainment Limited (?Gateway?) is one of the largest and most diversified gaming and entertainment companies in Canada. Across its 27 gaming properties in British Columbia, Ontario and Edmonton, Alberta, Gateway currently employs approximately 8,648 people and boasts approximately 448 table games (including 49 poker tables), 13,887 slots, 85 restaurants and bars and 561 hotel rooms. Gateway is the service provider for the Central, Southwest and North gaming Bundles in Ontario, which includes 11 properties in their portfolio. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley's Club. In 2017, Gateway celebrated 25 years in the business of gaming and entertainment in Canada. Further information is available at

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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.