Operations Manager - Guest Experience - Maryland

Why We Need Your Talents: 

The Operations Manager oversees the day-to-day operations of the casino & hotel and all customer touch points. The manager is responsible for ensuring the highest levels of guest satisfaction to all who enter the premises. This role will encourage and support staff to deliver exemplary customer service standards and uphold standard operating procedures that ensure a warm, welcoming, and safe guest experience and work environment.

This role serves as the connective tissue between day-to-day property operations and executive-level expectations. You will ensure service excellence, promote team member accountability, and bring consistency to frontline experiences while developing cross-departmental relationships. You’ll help shape how guests perceive and enjoy their time at Live! and influence how team members grow and perform.

Where You'll Make an Impact: 

• Oversee day-to-day casino and hotel operations and all customer touchpoints
• Ensure departments uphold service standards aligned with the Live! Core Values: Clean, Safe, Fast, Friendly, Fun
• Validate service standards and collaborate with functional departments to improve product performance and guest experience
• Ensure team members provide exceptional guest service according to our sequence of service and document performance when needed
• Review staffing levels, assign responsibilities, and delegate authority as appropriate
• Track operations activities and coordinate promotional updates with General Manager and Executives
• Lead team member engagement, recognition, and development efforts
• Handle real-time guest and team member issues with timely, effective resolution
• Respond to guest feedback (surveys, comment cards, digital reviews) with professionalism and urgency
• Follow through on unresolved issues and investigations to closure
• Assist in planning and implementing policies and objectives that improve productivity and guest experience
• Recommend program or policy improvements to enhance operational success
• Provide operational oversight in the absence of department Directors
• Perform senior management duties as needed, including attending Executive meetings and submitting DSRs
• Track and document VLT damages/restitution accurately
• Participate in meetings and property-wide events

Skills to Help You Succeed: 

• Excellent interpersonal, verbal, written, and multimedia communication skills
• Strong knowledge of customer experience principles and service recovery
• Ability to work effectively in a fast-paced, ever-changing environment
• High level of discretion with sensitive information (financial data, promotions, personnel matters)
• Leadership and accountability across all levels of the organization
• Analytical and strategic thinking skills with strong problem-solving ability
• Organized and able to meet deadlines under pressure
• Initiative and ownership of special projects and continuous improvement
• Flexibility to work weekends, holidays, and irregular hours as needed
• Familiarity with gaming and alcohol beverage control regulations
• Strong computer literacy (MS Office, Kronos, InMoment, etc.).

Must-Haves: 

• Minimum 2 years in a leadership role in hospitality, operations, or guest experience
• Finance experience preferred
• College degree in Hospitality, Business, or related field preferred
• Must be able to obtain and maintain a valid state gaming license
• Ability to work weekends, holidays, evenings, and irregular schedules.

Physical Requirements

• Stand/walk 80% of the time; sit 20%
• Lift up to 15 lbs., carry up to 25 lbs., push/pull up to 50 lbs.
• Use of stairs and elevators across a large property footprint

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• 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
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! 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.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and 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.