Medium 20150107 034309120 gv colour loc 8 6

Guest Services & Promotions Manager

Grand Villa Casino Burnaby

Full Time

Guest Services & Promotions Manager

Burnaby, British Columbia (view on map)

Posted 9 days ago

Job Type: Full-Time

The Gateway to Your Future
The Guest Services & Promotions Manager motivates and leads the Guest Services team in providing outstanding customer service experience. Partners with Corporate Marketing to ensure site promotions are executed.

We Provide

  • Full benefits package for full-time employees
  • Retirement savings plan
  • Exciting, supportive and fun work environment
  • Family and friends discounts on travel, tech, food, beverage, and fitness
  • Development and training opportunities

Key Responsibilities
  • Manages the Guest Services team, including training, hiring, scheduling, supervising, talent management and performance evaluations.
  • Oversees Guest Services activities ensuring that staff have sufficient resources available.
  • Maintains the department and site marketing budget ensuring expenditures are controlled.
  • Responsible for coaching, performance evaluations and any necessary disciplinary action.
  • Works closely with the Corporate Regional Marketing Manager on the execution of site and corporate marketing plans, including promotions, loyalty, player development programs and site entertainment programs.
  • Works with Corporate Marketing to oversee all social media accounts.
  • Request and manage all creative designs for Casino.
  • Works with Corporate Marketing Regional Manager to deliver core promotions to attract new customers, build loyalty and drive revenue.
  • Manages the delivery of the site master-brand and sub-brands in conjunction with the Director of Brand Marketing.
  • Creates and manages a month to month promotion and event calendar for entertainment, promotions, competitive reviews and external activities.
  • Develops all special events and promotions to support the Casino’s business including the VIP business.
  • Develops strategic opportunities and partnerships with businesses, organizations and their local community leaders.
  • Ensures PR is driven where beneficial and works with Corporate Director Government Relations and Public Relations when applicable.
  • Coordinates with corporate database team in analysis of customer research, current market conditions, and competitor information as needed.

What You Bring
  • 5 years’ experience as manager or leading customer service
  • Self-Starter able to manage multiple projects through various stages of development
  • Post-secondary education in hospitality, events, tourism, business, marketing or related field 
  • Experience in the Casino, Food & Beverage, Hospitality or Entertainment industries an asset 
  • Solid understanding of guest services, marketing and hospitality and social media and digital marketing
  • Proven leadership and communication skills
  • General understanding of casino and Food & Beverage operations
  • Working knowledge with word processing, excel, spreadsheets, e-mail and Internet navigation
  • Strong financial and business acumen
  • Proven track record of creating campaign and/or initiatives that delivered desired outcomes
  • Creative, innovative and self-motivated

Why Work for Us?
Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 27 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it’s like to be on a team that values your vision, skill and energy.

Get to Know Gateway
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

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

Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team-Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know.

Apply Now

Date Available: October 10th, 2019

Compensation: Competitive

Other Positions:

Requirements: , Work Permit Necessary

Contact Name: Lindsay Lin

Contact Position: Manager

Medium 20150107 034309120 gv colour loc 8 6

About Grand Villa Casino Burnaby

At Grand Villa, experience not one but, two high-energy casino floors with the newest and most exciting slot machines and table games featuring a brand new Poker room.

For higher stakes or private gaming salons, visit our luxurious Cypress Room.

We offer 7 delectable dining and lounge choices. Plus, enjoy live entertainment and stay at our luxurious Delta Burnaby Hotel and Conference Centre. Visit the Villa, it’s the centre of all the action!

View Company