Guest Services Manager

Gateway Casinos - Hanover, ON (30+ days ago)

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Full-Time

This position is based out of Playtime Casino Hanover but requires over site and travel to Gateway Casino Clinton.

The Gateway to Your Future
The Guest Services Manager motivates and leads the Guest Services team in providing outstanding customer service experience. Partners with Corporate Marketing to ensure site promotions are executed.

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

Manages the Guest Services team, including training, hiring, scheduling, supervising, talent management and performance evaluations.
Oversees Guest Services activities ensuring that staff have sufficient resources available.
Maintains the department and site marketing budget ensuring expenditures are controlled.
Responsible for coaching, performance evaluations and any necessary disciplinary action.
Works closely with the Corporate Regional Marketing Manager on the execution of site and corporate marketing plans, including promotions, loyalty, player development programs and site entertainment programs.
Works with Corporate Marketing to oversee all social media accounts.
Request and manage all creative designs for Casino.
Works with Corporate Marketing Regional Manager to deliver core promotions to attract new customers, build loyalty and drive revenue.
Manages the delivery of the site master-brand and sub-brands in conjunction with the Director of Brand Marketing.
Creates and manages a month to month promotion and event calendar for entertainment, promotions, competitive reviews and external activities.
Develops all special events and promotions to support the Casino’s business including the VIP business.
Develops strategic opportunities and partnerships with businesses, organizations and their local community leaders.
Ensures PR is driven where beneficial and works with Corporate Director Government Relations and Public Relations when applicable.
Coordinates with corporate database team in analysis of customer research, current market conditions, and competitor information as needed.

What You Bring

5 years’ experience as manager or leading customer service
Self-Starter able to manage multiple projects through various stages of development
Post-secondary education in hospitality, events, tourism, business, marketing or related field
Experience in the Casino, Food & Beverage, Hospitality or Entertainment industries an asset
Solid understanding of guest services, marketing and hospitality and social media and digital marketing
Proven leadership and communication skills
General understanding of casino and Food & Beverage operations
Working knowledge with word processing, excel, spreadsheets, e-mail and Internet navigation
Strong financial and business acumen
Proven track record of creating campaign and/or initiatives that delivered desired outcomes
Creative, innovative and self-motivated

Why Work for 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 www.gatewaycasinos.com.

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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.