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Guest Service Shift Manager - Philadelphia

Posted October 15, 2020

Live! Casino & Hotel Philadelphia
Philadelphia, PA

About This Job


The Guest Service Shift Manager oversees shift’s Guest Service Supervisors and Guest Service Representatives consistent with internal controls, policies and procedures while ensuring service standards are consistently met.

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 Leads 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 planning, 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.
  • Proactively address and respond to guest issues, concerns and complaints in a courteous manner consistent with guest service standards.
  • Ensure potential guest dissatisfiers are proactively addressed before negatively impacting the guest experience.
  • Ensures labor standards are being met while staying within budgetary guidelines and balancing the needs of the gaming floor on assigned shift.
  • 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.
  • Hires, 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.
  • Performs other duties as assigned.


Job Requirements

  • Must have two (2) or more years of experience in slot operations and/or card services.
  • Excellent customer service and interpersonal skills.
  • The ability to motivate staff through a teamwork approach.
  • Proven leadership skills that include delegating as needed.
  • Ability to communicate with team members and guests.
  • Excellent communication skills, both written and oral.
  • Available to work flexible shifts, weekends and holidays.
  • Ability to obtain and maintain a valid license as required by the State Gaming Agency for the position.

Educational Requirements

  • High school diploma or equivalent work experience in casino customer service environment. Four (4) year degree preferred.

Physical Requirements

  • 24/7 operation requiring extended hours and the ability and willingness meet the applicant’s schedules when needed.
  • Casino is over 100,000 square feet and requires ability and energy to move about it with a true sense of urgency.
  • Handling, carrying or lifting items weighing up to 30 pounds.
  • Must be able to work in a smoke-filled environment.
  • Ability to stand for long periods of times without sitting or leaning
  • Ability to climb, bend, stretch, twist or reach with your body and arms, work under variable temperatures and noise levels
  • Use of going up and down 31 stairs multiple times per day and elevators

Working Conditions

  • 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 2000 employees
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You may occasionally 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 & Hotel Philadelphia

900 Packer Avenue
Philadelphia, PA 19148

Live! Casino & Hotel Philadelphia will be a $700 million world-class hotel, gaming, dining and entertainment destination featuring 2,200 slot machines and 150+ live action table games, an upscale 200+ room hotel, a new 2,700-space parking garage, locally and nationally-recognized restaurants and live entertainment venues.

The project will be conveniently located in the heart of the Stadium District in South Philadelphia, PA, immediately proximate to Xfinity Live!, The Cordish Companies’ premier dining & entertainment district. The project will create the first comprehensive gaming, resort, entertainment and sports destination in the United States, making it a true regional destination.

Pending Pennsylvania Gaming Control Board final approval.