Guest Services Supervisor-WDB

5 months ago

Toronto, Canada CB Canada Full time
Position Summary

Under the general direction of the Manager, Guest Services or the Manager, Slots & Guest Services, this position is responsible for monitoring the day-to-day activities of the guest services operation while estab lishing and contributing to a safe and welcoming work environment for all team members. Is responsible for assisting with the implementation of promotions and events. Provides input for performance evaluations. Assists with the implementati on all new guest services initiatives. Ensures adherence to the Companys policies and procedures, motivates and leads by example and supports Great Canadians learning environment while establishing a safe and welcoming work environment fo r all team members.

Key Accountabilities

  • Monitors the guest services operation; covers breaks; provides input for team member performance objectives and evaluations
  • Assists with the implementation of guest se rvices strategic plans including but not limited to promotional events and bus tours
  • Handles bus tours coupons, surveys, coat check, lost and found, PA announcements and casino tours
  • Conducts guests to other areas as requested Distributes and tracks uniforms
  • Responds to, resolves or escalates issues as required
  • Liaises and communicates effectively with all appropriate operational departments
  • Develops and cultivates strong working relationships w ith all stakeholders: guests, ownership and team members
  • Ensures compliance with licensing laws, health and safety and other statutory regulations
  • Manages other initiatives as required

Education and Qualificatio ns

  • Post Secondary education or suitable combination of education and experience an asset
  • Minimum 3 years of experience in customer service; minimum 1 year in Guest Services; supervisory experience an asset
  • Serving it Right Certification
  • Ability to successfully obtain a Gaming License
  • Strong leadership ability, a proven team player who can inspire, coach and motivate a team of Guest Services Representatives
  • Maintain highest standard of pr ofessionalism, ethics, grooming and attitude towards guests, clients and team members
  • Fluency in Mandarin is an asset
  • Ability to handle high volume, high pressure situations and handle multiple tasks and projects at one time
  • Ability to stand for long periods of time
  • Exceptional organizational, problem solving, decision-making and mature conflict resolution capabilities
  • Stong written and oral English communication skills
  • Serving it Right Certifica tion
  • Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
  • Computer literacy in MS Office

Work Environment Considerations

  • Regular casino environment, standing for long periods of time, some elements of danger, some exposure to the elements, some exposure to noise, some exposure to verbal, non-traditional work hours

Great Canadian Gaming Corporation is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applican ts are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest, and will contact those qualified to continue in the recruitment process.

Who we are

GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.

Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of 9,500 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.

Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.

Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.

What's in it for you? 

  • We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
  • We provide you with the tools and technology needed to delight your clients
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
  • Freedom to Innovate: supports new and better ways to be successful.
  • Be your Authentic Self: environment that values diversity as a source of strength.
  • This isn't your typical \'corporate\' job. We work hard and we have fun

The only thing we don’t play games with…..is your career

Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Great Canadian Entertainment

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