Assistant Manager, Guest Services

Job title: Assistant Manager, Guest Services

Job description: Job Description

River Rock Casino Resort is recruiting for an experienced Assistant Manager, Guest Services. Under the direction of Manager, Guest Services, this position is responsible for providing guidance and leadership to our Guest Services department. You will evaluate the satisfaction of our guests as well as assist with the strategic planning for the department’s operations including staffing and financial objectives.

Duties and responsibilities for our Assistant Manager, Guest Services will include:

• Provides leadership support, direction and mentoring to the Guest Services operation.
• Assists in the development of performance objectives and participates in performance evaluations and performance management for the Guest Services team.
• Monitors Guest Services Representatives for procedural compliance and addresses all deficiencies through corrective action in a timely manner.
• Implements Guest Services strategic plans and initiatives as directed.
• Connects with guests, inspires team members and fosters a culture of superior GEM quality service.
• Monitors and evaluates guest satisfaction levels being attentive to all feedback with a concentrated focus on response and action.
• Oversees staffing levels as directed for operational needs and financial objectives.
• Manages day-to-day operations, ensures the quality, standards and expectations of guests are exceeded daily.
• Responds to and resolves guest issues as escalated.
• Supports the recruitment process and training as required by the Manager, Guest Services.
• Liaises and communicates effectively with all appropriate operational departments.
• Develops and cultivates strong working relationships with all stakeholders: guests, ownership and team members.
• Maintains awareness of daily operations and events within the hotel and casino.
• Ensures compliance with licensing laws, health and safety and other statutory regulations.
• Performs all duties in accordance with the guidelines, practices, rules, policies and procedures established by Great Canadian and BCLC and ensures all Guest Services team members of the same.
• Maintains a high level of knowledge and integrity of Guest Services operations.
• Assists with other initiatives as required.

Successful candidates will demonstrate the following qualifications:

• Experience in a Guest Services leadership role would be an asset.
• 2-3 years of guest service experience.
• Previous experience working within a unionized environment would be an asset.
• Ability to manage, motivate and inspire a diverse group of team members.
• Ability to provide superior guest service.
• Strong team player.
• Strong organization skills with superior attention to details.
• Computer literacy in MS Office.
• Demonstrate a positive attitude and professional demeanor, serving as an ambassador for the company, and encouraging other team members to do the same.
• Strong in verbal and written communication and interpersonal skills.
• Ability to be detail-oriented while maintaining thorough follow-through.
• Ability to multi-task and to work well under pressure.
• A willingness to learn, develop and achieve new skills for personal and professional development.
• A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence.

Candidates must be ready and willing to work a flexible schedule including early mornings, late nights, weekends and holidays. The scheduled hours of work will be based on customer and business needs.

If this sounds like a GREAT opportunity for you, we invite you register your interest. If your skills and experience are a match for our position, our professional recruiters will be in contact with you. Thank you for your application and your interest in Great Canadian.

Company: Great Canadian Gaming

Expected salary:

Location: Richmond, BC

Job date: Fri, 25 Jun 2021 05:07:50 GMT