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Guest Services Supervisor

Lake City Casino Kelowna


Guest Services Supervisor

Kelowna, British Columbia (view on map)

Posted 28 days ago


Job Type: Full-Time


Who We Are

Gateway Casinos & Entertainment Limited (“Gateway”) is one of the largest and most diversified gaming and entertainment companies in Canada. Across its 27 gaming properties in British Columbia, Ontario and Edmonton, Alberta, Gateway currently employs approximately 8,648 people and boasts approximately 448 table games (including 49 poker tables), 13,887 slots, 85 restaurants and bars and 561 hotel rooms. Gateway is the service provider for the Central, Southwest and North gaming Bundles in Ontario, which includes 11 properties in their portfolio. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley’s Club.  In 2017, Gateway celebrated 25 years in the business of gaming and entertainment in Canada. Further information is available at


Why Work For Us

Gateway celebrates and empowers those employees who made it all possible. A career at Gateway means great people, a great atmosphere and career advancement opportunities across our 26 locations. Our employees thrive with ongoing training and leadership programs for all while working in an engaging and fun environment. Join us today! 


The Position

Gateway offers you the chance to move your career forward. Develop your leadership skills in a dynamic and supportive environment that is second to none. While supervising your team, you will roll up your sleeves and work alongside your team members in coordinating marketing initiatives and providing attentive, courteous, and efficient service.


A Great Fit, if You

  • Are friendly, polite, patient and willing to go the extra mile to satisfy guest needs
  • Take advantage of all opportunities to improve the team’s performance and customer service
  • Are proactive to provide solutions and address guest concerns
  • Cultivate a positive team environment and encourage open collaboration and communication
  • Are keen on details and work well with basic computer software
  • Can juggle multiple tasks under pressure in a timely manner
  • Benefit from working flexible hours, evenings, weekends and holidays


Key Responsibilities

  • Supervises and manages team performance while participating in Guest Service Representatives activities
  • Oversees human resources activities such as training, coaching, performance feedback, safety and recruitment
  • Monitors financial transactions and ensures paperwork and deposits are completed
  • Keeps the team up to date with current promotions, events, and products; coordinates promotions and tracks performance data
  • Encourages feedback, collaborates with team members, and recommends strategies to improve processes, guest experience, and department standards


What You’ll Require

  • Minimum 3 years supervisory experience in the guest services / hospitality industry or  1 - 2 years experience in a supervisory role  and an equivalent combination of education, and customer service experience
  • DealUs In (Phase 1) training available within 30 days of start (In Alberta)
  • Working knowledge with computer skills in word processing and spreadsheets
  • Ability to stand for long periods of time
  • Ability to lift up to 30 pounds


What Is Next

Love what you see so far? For the best chance to hear from us, apply within 30 days of the posting date.

Not the right fit this time? Follow us on our careers social media pages!

Apply Now

Date Available: June 19th, 2019

Compensation: Competitive

Other Positions:

Requirements: , Work Permit Necessary

Contact Name: Lindsay Lin

Contact Position: Manager

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About Lake City Casino Kelowna

The Kelowna Casino is located in the Grand Okanagan Lakefront Resort and Conference Centre, situated on Okanagan Lake.

The casino has recently undergone an expansion and features over 500 exciting multi-denominational slot machines, table games and a live poker room.

The new Grove Bistro restaurant & lounge is renowned for its outstanding live entertainment and creative events.

The Kelowna Casino offers plenty of fun and excitement for anyone who wants to experience casino entertainment, Gateway Style!

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