Customer Relations Supervisor

1 week ago

Ottawa, Canada Hard Rock Cafe International (USA), Inc. Full time

Overview:
Under the supervision of the Customer Service Manager, the incumbent, either personally or through subordinates, plans, coordinates or supervises the daily activities of the player services department.

**Responsibilities**:

- Responsible for the supervision of the Customer Relations employees in a shift work environment.
- Ensures a strong presence on the gaming floor to deliver exceptional customer service.
- Ensures compliance with Alcohol and Gaming Commission of Ontario (AGCO) regulations and other applicable laws, policies and regulations.
- Responsible for fostering a safe and efficient work environment, while maintaining an open door policy.
- Accountable for staff, assisting with hiring, training, evaluations, recognition and development.
- Involved in planning and executing site promotions with the Customer Relations Manager and your strong organizational skills will allow for balancing multiple responsibilities in operational demands and employee engagement.
- Other duties as required.
- Lives the brand

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
- A post-secondary diploma in Marketing or a Business related discipline
- A minimum of two (2) years of special events coordinator and/or public relations experience
- A minimum of one (1) year of supervisory experience in the service industry
- The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

SKILLS
- Strong leadership, organizational, interpersonal, analytical, verbal and written communication skills
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

PHYSICAL DEMANDS
- The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the Casino and/or Hotel areas.
- The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.

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