Job Description

OUR COMPANY
Parq Vancouver is Where Vancouver Plays.

Featuring a beautiful casino, high-end salons, restaurants, entertainment, bars, patios, and hotels all under one roof, Parq is where Vancouverites and visitors alike come to have fun with friends and family in a vibrant and memorable environment unlike anything else in the city.

We are proud to celebrate Vancouver, its beauty, and its people, which we do through creating unique experiences, offering high quality amenities, and building relationships with locals, visitors and like-minded businesses.

OVERVIEW
Reporting to the Director of Slots and Guest Services, the Guest Services Shift Manager is responsible for the overall operation of the Guest Services department and management of Guest Services Supervisors and Representatives. The Guest Services Shift Manager supports the team to ensures guests’ needs are met, and service is exceptional and efficient.

The Guest Services Shift Manager must be people oriented and highly organized, with a flexible work schedule according to the casino operational needs, including evenings, weekends and holidays.

DUTIES AND RESPONSIBILITIES
• Ensure Health and Safety protocols are followed by all Associates
• Consistently provide high standards of service and resolve guest concerns that are escalated by the Guest Services Supervisors effectively and efficiently
• Ensure all Associates and department operations are compliant to BCLC and Parq Policies and Procedures, and report to Director of Slots and Guest Services through Daily Manager Report
• Update and implement Guest Services Policies and Procedure in a timely manner and make recommendations to improve operational efficiency as needed
• Work closely with the Marketing team to communicate promotions and offers with Guest Services Associates through regular team briefings and memos
• Prepare department bid block and weekly schedule based on operational needs and submit to the Director of Slots and Guest Services to review
• Document employee attendance and P&P violations for Manager’s review, and issue disciplinary action as needed according to Collective Bargaining Agreement
• Track and input employee time card accurately and resolve any discrepancies with Payroll
• Maintain accounting templates for Lottery sales, resolve and report variances to Director of Slots and Guest Services on a daily basis
• Conduct month-end inventory count and report to Accounting in a timely manner
• Recruit, interview and hire new employees, and assist Human Resource with new employee on-boarding process
• Develop department training plan for new employees, and conduct on-going training sessions for all Guest Services Associates as needed
• Consciously create a caring and trustworthy department atmosphere by coaching, mentoring and developing Associates, and always lead by example
• Build strong and positive relationship with all departments and business outlets at Parq

Responsibilities & Qualifications

QUALIFICATIONS AND EXPERIENCE
• 3-4 years’ experience in the Hospitality and Service industry
• 2-3 years in a supervisor or manager role
• Experience in a casino setting preferred
• Post-secondary education in a related field preferred, but not required
• Must be literate and fluent in English and a second language is an asset
• Must be able to multi- task and work under pressure
• Must be proficient working with Microsoft Office
• Must have excellent customer service skills and interpersonal skills
• Ability to lead and motivate employees effectively
• Excellent interpersonal skills with the ability to network across all levels and all disciplines in the organization
CERTIFICATES AND/OR LICENSES REQUIREMENTS
• Ability to obtain a valid GPEB registration
• Ability to complete all BCLC required trainings
• Serving it Right Certification
PHYSICAL REQUIREMENTS
• Able to lift, handle, and transport materials that are over 20lbs
• Required to sit, stand and walk during working hours

Salary/Wage

55,000-60,000

Recommended Training

Serving It Right

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