Casino Rama Resort

5899 Rama Rd, Orillia, ON

Front Office Supervisor

Full Time Contract

Front Office Supervisor

Orillia, Ontario (view on map)

Posted 1 day ago

Immediate Start

Job Description

Job Title/Classification:

Front Office Supervisor


Front Office

Employment Type:


Shift Assignment

The candidate needs to be able to work a variety of shifts, including overnight shift



# of Vacancies:



This is a Non-Bargaining Unit position; applications from all internal applicants are welcome and will be considered and reviewed.


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 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

At your service!  Our Front Office Team are the primary faces greeting guests into our all-suite hotel, we are a fast-paced resort embracing excellent customer service while addressing all patron questions and concerns, as well as providing a complete hospitality experience in our upscale accommodations.  If you enjoy promoting excellent customer service with patrons and working as part of a team - we want to hear from you!


Key Responsibilities      

  • Assign, coordinate and supervise work activities of Front Office Agents (FDA) / Guest Service Attendants (GSA) and ensure work is completed; including shift closings (room deposits, refunds and rebates)
  • Train and develop Front Office Agents, Guest Service Attendants
  • Review daily arrivals, identify potential problems with rooms activity and take appropriate action
  • Provide information and direction to staff to achieve 100% occupancy
  • Review and resolve dispute accounts and Housekeeping discrepancies
  • Prepare a shift briefing in the supervisors daily log to communicate activities, problems and special information to the next shift
  • Perform check-in and out procedures
  • Check all FDA daily paperwork for accuracy and perform float counts at the end of each FDA shift
  • Work on Entertainment and Special Events Groups ensuring accurate billing and room information
  • Take personal responsibility for correcting customer service problems
  • Confirm that department equipment is operational and report any defects
  • Comply with Hotel and Casino policies and procedures
  • Perform other tasks as assigned by management


What You’ll Require

  • Must be committed to results through flexible scheduling, consistent follow-up and leadership by example
  • Must be highly productive, innovative, energetic, proactive and maintain a positive attitude
  • Must provide a clean criminal history certificate and driver’s abstract on an annual basis
  • Preference will be given to incumbents with proven experience of our internal software (i.e. LMS, CRS, VISION, HotSOS, webworks, etc.)
  • Previous supervisory experience is preferred
  • Proven superior customer service and conflict resolution skills
  • Possess excellent communication, organizational and problem solving skills
  • Hotel and Hospitality Diploma or relevant post-secondary education or relevant experience in a fully automated hospitality environment preferred
  • French language skills (verbal and written) are an asset
  • Must have attained/or have the ability to attain prior to their start date the proof of completion certificate for the on-line Supervisor Health & Safety Awareness in 5 Steps program offered through the Ontario Ministry of Labor
  • All employees at Casino Rama are expected to:
    • Comply with the duties of workers or supervisors, as prescribed by Section 27 or 28 of the Occupational Health and Safety Act
    • Comply with all applicable Casino Rama Occupational Health and Safety policies, procedures and protocols
    • Demonstrate a positive health and safety attitude to ensure Casino Rama continuously provides a safe entertainment destination for patrons and co-workers


What Is Next

Love what you see so far? For the best chance to hear from us, apply within 7 days of the posting date. Not the right fit this time? Follow us on our careers social media pages!


**Gateway will post/recruit in accordance with the terms and conditions of applicable Collective Agreements


Gateway is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.


"Play Smart"


To ensure that Casino Rama Resort is compliant with Provincial Regulations governing the age that you are able to enter/access a casino, no individuals that are under the age of nineteen (19) are permitted to access the Gaming Floor unless explicit approval has been received (i.e. hired as an employee). As such, we must conduct all interviews and meetings with applicant that are eighteen (18) years of age in either Casino Rama Resorts hotel or Kinoomaagewgamig Gii Teg (Administration Building). If this applies to you, please ensure that you are notifying the Recruiter associated with this job posting at the time of being offered to meet or being scheduled for an interview.


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About Casino Rama Resort