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Guest Services Supervisor - Pittsburgh

Posted October 15, 2020

Live! Casino Pittsburgh
Greensburg, PA

About This Job


The Guest Services Supervisor is responsible for the successful operation of the shift and assuring that guests have a favorable gaming experience. Ensures Guest Service Representatives are properly scheduled and meeting the needs of guests while following policy, procedures and protocol.


Core Service Standards

  • CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.
  • SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
  • FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
  • FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
  • FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.

Specific Responsibilities and Duties

  • Supervises and leads Guest Services Representatives and team members on assigned shift.
  • Ensure the guest experience is flawless on the slot floor and Live! Rewards desk while proactively communicating and coordinating with all department to solve service, technical and operational problems.
  • Assists with the set up and execution of contests and promotions, while taking ownership for the success for the marketing event.
  • Assists Guest Services team members as needed with the payment of slot machine jackpots and machine malfunctions.
  • Responds to guest issues, concerns and complaints in a courteous manner consistent with guest service standards.
  • Writes and submits shift and other reports required to document shift activity.
  • Ensures cross shift communication is consistent and accurate.
  • Complies with all internal controls and procedures related to departmental operations. Ensures compliance with regulatory controls both internal and external including but not limited to state and federal laws and the State Gaming regulations.
  • Trains and manages staff in accordance with organizational and approved departmental standards, policies and programs.
  • Ability to extend complementary services in accordance with the approved comp matrix.
  • Supervises staffing and scheduling levels on the slot floor as well as Live! Rewards to ensure a positive gaming experience for guests to Live! Casino & Hotel.
  • Review slot activities and promotional status with Slot Manager.
  • Performs other duties as assigned.


Job Requirements

  • Proven leadership skills that include delegating as needed.
  • Ability to analyze and interpret departmental needs and results.
  • Ability to solve complex problems.
  • Ability to perform assigned duties under frequent time pressures.
  • Broad variety of tasks and deadlines requires an irregular work schedule.
  • Ability to perform assigned duties in an interruptive office.
  • Ability to communicate with team members and guests.

  • Excellent communication skills, both written and oral.

  • Available to work flexible shifts, weekends and holidays.

Educational Requirements

  • Two (2) to five (5) years of experience within the slot department or gaming areas of a casino. 1 – 3 years of experience as a Lead.
  • A four (4)-year degree in related fields or equivalent work experience. 
  • Must be able to obtain and maintain a valid gaming license as determined by the the State Gaming Control Board.

Physical Requirements

  • Casino is over 100,000 square feet and requires ability and energy to move about it with a true sense of urgency.
  • Standing 25%
  • Walking 65%
  • Sitting 10%
  • Keyboarding 25% - includes the use of handheld devices while on the casino floor.
  • Use of going up and down 31 stairs multiple times per day and elevators.

Working Conditions

  • 24/7 high energy casino with over 100,000 sq. ft. of gaming and entertainment space and approximately 500 employees.
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed

Additional Information

All applicants must be able to demonstrate their US work authorization during the employment verification process.


About this Employer

Live! Casino Pittsburgh

5260 Route 30
Greensburg, PA 15601

Live! Casino Pittsburgh opening in late 2020, is a $150-million, first-class gaming, dining and entertainment destination in Hempfield Township, Westmoreland County, approximately 30 miles from downtown Pittsburgh. Conveniently situated directly off Route 30 at the popular Westmoreland Mall development, the 100,000-square-foot facility will feature 750 slots and approximately 30 live-action table games, plus a FanDuel Sportsbook. 
It also will provide nationally recognized restaurants and live entertainment venues, including Sports & Social Steel City, a one-of-a-kind sports restaurant, gaming venue and social lounge that will offer guests the ultimate sports fan experience. Live! Casino will be developed, owned and managed by Stadium Casino Westmoreland RE LLC, an affiliate of The Cordish Companies, the premier developer of Live! dining, entertainment, gaming, hotel and sports-anchored destinations in the country. 
Live! Casino is projected to generate $200 million in annual economic impact, with an additional $148 million in economic impact from construction, including approximately 960 direct and indirect construction jobs, plus more than 500 permanent new jobs for local and regional residents.