Player and Guest Services Supervisor - Salem

Why We Need Your Talents:  

We pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part. 

We are looking for a Player and Guest Services Supervisor who thrives in a fast-paced, guest-focused environment and can lead team members across both the Cage and Guest Services operations. You’ll be responsible for the smooth and efficient operation of your shift—delivering exceptional guest service, maintaining regulatory compliance, and supporting both front-of-house guest experiences and back-of-house transactional integrity.  

Must-Haves:  

• Two (2) to five (5) years of experience within a casino’s slot, cage, or guest service operations. 

• At least one (1) year in a supervisory or lead role. 

• High School diploma or GED equivalent required; college degree or some secondary education preferred. 

• You will be exposed to an alcohol and smoking environment and must be able to work in such environment.   

• Must have the ability to secure and maintain licensure as required by the applicable regulatory entity as may be required to perform assigned duties, or as required by our operating standards.  

Physical Requirements:  

• Requires ability and energy to move about Casino with a true sense of urgency. Casino is large and requires mobility with a sense of urgency. 

• Standing: 25% 

• Walking: 65% 

• Sitting: 10% 

• Keyboarding: 25% (including handheld devices on the casino floor) 

• Use of stairs (up to 31 steps multiple times per day) and elevators 

Where You'll Make an Impact:  

• Supervises and leads Guest Services Representatives and Cage personnel during assigned shifts. 

• Ensures a flawless guest experience on the slot floor, at the Rewards desk, and at Cage Operations windows and banks. 

• Maintains working knowledge of internal functions, controls, and software for both Guest Services and Cage Operations. 

• Assists in the set-up and execution of contests, promotions, and marketing events—taking ownership of event success. 

• Assists with slot jackpots, machine malfunctions, and escalated service recovery situations as needed. 

• Resolves guest issues, concerns, and complaints in a courteous and professional manner, in alignment with service standards. 

• Maintains accurate shift documentation, reports, and cross-shift communications. 

• Ensures compliance with all regulatory and internal controls, including state and federal laws and gaming regulations. 

• Oversees scheduling, staffing levels, and performance standards to ensure business flow is effectively supported. 

• Provides ongoing training, coaching, and mentorship to develop team capabilities in both service and transactional functions. 

• Monitors inventory and paperwork controls including currency orders, cage checks, variances, and reconciliation efforts. 

• Assists with tracking PTO, LOAs, and other HR-related duties relevant to shift and departmental operations. 

• Coordinates with departments including IT, Security, Surveillance, and Marketing for operational continuity. 

• Performs other duties as assigned. 

Skills to Help You Succeed:  

• Ability to analyze and interpret departmental needs and results. 

• Strong problem-solving abilities in complex, high-pressure environments. 

• Ability to perform duties under frequent time constraints and in a highly interruptive workspace. 

• Strong understanding of guest service recovery, banking controls, and promotional execution. 

• Detail-oriented with the ability to track and manage multiple streams of responsibilities. 

• Professional communication and confidentiality when dealing with team and interdepartmental matters. 

Perks We Offer You  

• Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents  

• Free Basic Life Insurance  

• Free Short Term & Long-Term Disability   

• Generous retirement savings options  

• Paid Time Off   

• Tuition Reimbursement  

• Training and pathways for career growth  

• Robust Rewards & Recognition Programs  

• Annual Merit Based Pay Increases   

• Discretionary Performance Bonuses   

• Discretionary Service Bonuses  

• Free parking  

• Free food and discounted meals  

Being A Part of Our Team  

Individuals chosen to be part of our Team can expect:  

• To be part of an exciting experience unlike any other in the market.  

• To be given the power and responsibility to put service and community first.  

• To come together as a strong team, while valuing and celebrating our diversity.  

• To be given the tools, resources, and opportunity to grow in their career.  

• To work hard and have fun.  

• We operate a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.  

• The casino is fast paced, requiring the ability and energy to move about it with a true sense of urgency!  

• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.  

• You will work in an environment where smoking is allowed.