Supervisor, Customer Relations

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members to stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

OVERVIEW: The Customer Relations Supervisor is responsible for overseeing the day-to-day operations of the Customer Relations team, ensuring an exceptional guest experience while fostering high levels of player engagement, satisfaction, and loyalty. This role serves as a key point of contact for guest concerns, escalations, rewards program inquiries, and service recovery initiatives. The Supervisor will lead, coach, and develop team members while supporting the property's commitment to delivering the world-class service standards synonymous with the Hard Rock brand.

RESPONSIBILITIES:

• Responsible for the supervision of the Customer Relations employees in a shift work environment.
• Ensures a strong presence on the gaming floor to deliver exceptional customer service.
• Ensures compliance with Alcohol and Gaming Commission of Ontario (AGCO) regulations and other applicable laws, policies and regulations.
• Responsible for fostering a safe and efficient work environment, while maintaining an open door policy.
• Accountable for staff, assisting with hiring, training, evaluations, recognition and development.
• Involved in planning and executing site promotions with the Customer Relations Manager and your strong organizational skills will allow for balancing multiple responsibilities in operational demands and employee engagement.
• Other duties as required.
• Lives the brand.

QUALIFICATIONS, EXPERIENCE, EDUCATION:

• A post-secondary diploma in Marketing or a Business related discipline.
• A minimum of two (2) years of special events coordinator and/or public relations experience.
• A minimum of one (1) year of supervisory experience in the service industry.
• Working knowledge of computer application packages, such as MS Office.
• The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario.
• Strong leadership, organizational, interpersonal, analytical, verbal and written communication skills.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

PHYSICAL DEMANDS:

The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the Casino and/or Hotel areas. The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.

WORKING CONDITIONS:

Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

CLOSING: Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process. We thank all candidates for their interest, however, only those being considered for an interview will be contacted.