Live! Casino & Hotel
Continuous Improvement Specialist - Maryland
Live! Casino & Hotel, Hanover, Maryland, United States, 21098
Min CompensationUSD $54,000.00/Yr. Max CompensationUSD $66,375.00/Yr.
Overview
Why We Need Your Talents: The Continuous Improvement Specialist plays a key role in enhancing guest satisfaction and operational efficiency across the property. Rooted in Lean principles and guest‑centric strategies, this role supports a culture of excellence by leading process improvement initiatives, facilitating cross‑functional collaboration, and driving performance metrics. The ideal candidate is analytical, proactive, and passionate about delivering world‑class service through structured problem‑solving and innovation. Responsibilities
Continuous Improvement & Operational Excellence
Lead Kaizen events, 5S initiatives, PDCA cycles, and root cause analysis to enhance workflows and service delivery. Champion Daily Visual Management (DVM) practices and develop performance dashboards. Conduct operational assessments and gap analyses across departments. Create and maintain Standard Operating Procedures (SOPs) to ensure consistency. Analyze feedback data from platforms like InMoment and Review Tracker to identify patterns and prioritize improvements. Guest Experience Optimization
Map and analyze the end‑to‑end guest journey to uncover pain points and opportunities. Collaborate with department leaders to improve guest flow, reduce service wait times, and eliminate bottlenecks. Support frontline teams with on‑the‑floor coaching, service recovery strategies, and experience personalization. Serve as a visible leader during high‑traffic periods, monitoring service standards across touchpoints. Team Member Engagement & Training
Facilitate guest service training modules, focused on continuous improvement and service excellence. Mentor frontline leaders in Lean thinking, conflict resolution, and guest recovery using the H.E.A.R.T. framework. Develop team accountability through performance metrics, recognition programs, and survey insights. Skills to Help You Succeed:
Emotional intelligence, adaptability, and resilience are key in a fast‑paced, guest‑facing environment. Deep understanding of Lean, Six Sigma, 5S, Kaizen, PDCA, and root cause analysis. Ability to lead cross‑functional improvement initiatives and sustain long‑term results. Strong analytical skills to interpret guest feedback, operational data, and KPIs. Proficiency in tools like Excel, Power BI, or Tableau for dashboard creation and reporting. Ability to map and enhance the guest journey with empathy and attention to detail. Skilled in service recovery and personalization strategies. Excellent verbal and written communication skills for training, coaching, and reporting. Experience leading meetings, workshops, and training sessions across departments. Ability to drive cultural change and gain buy‑in from frontline teams and leadership. Comfortable navigating resistance and coaching teams through transitions. Strong organizational skills to manage multiple initiatives simultaneously. Familiarity with project planning tools and timelines. Experience mentoring and coaching team members in service excellence and accountability. Knowledge of recognition programs and performance‑based motivation. Comfortable using platforms like InMoment, Review Tracker, Microsoft Office Suite, and other guest feedback or operational tools. Qualifications
Must‑Haves:
Minimum 2 3 years of experience in hospitality, casino, or guest experience leadership. Proficiency with Lean, Six Sigma, or similar continuous improvement methodologies (certification preferred). Strong analytical, facilitation, and communication skills. Experience using tools like Microsoft Office, InMoment, Review Tracker, or similar platforms. Must be able to comply with all state gaming regulations, which may include obtaining a license. Physical Requirements
Stand/walk up to 80% of the time across 300,000+ sq. ft. property. Lift and move up to 25 lbs. occasionally. Frequent use of stairs and elevators; adaptable to changing temperature environments. Available to work evenings, weekends, holidays, and during special events. What We Offer
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.
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Why We Need Your Talents: The Continuous Improvement Specialist plays a key role in enhancing guest satisfaction and operational efficiency across the property. Rooted in Lean principles and guest‑centric strategies, this role supports a culture of excellence by leading process improvement initiatives, facilitating cross‑functional collaboration, and driving performance metrics. The ideal candidate is analytical, proactive, and passionate about delivering world‑class service through structured problem‑solving and innovation. Responsibilities
Continuous Improvement & Operational Excellence
Lead Kaizen events, 5S initiatives, PDCA cycles, and root cause analysis to enhance workflows and service delivery. Champion Daily Visual Management (DVM) practices and develop performance dashboards. Conduct operational assessments and gap analyses across departments. Create and maintain Standard Operating Procedures (SOPs) to ensure consistency. Analyze feedback data from platforms like InMoment and Review Tracker to identify patterns and prioritize improvements. Guest Experience Optimization
Map and analyze the end‑to‑end guest journey to uncover pain points and opportunities. Collaborate with department leaders to improve guest flow, reduce service wait times, and eliminate bottlenecks. Support frontline teams with on‑the‑floor coaching, service recovery strategies, and experience personalization. Serve as a visible leader during high‑traffic periods, monitoring service standards across touchpoints. Team Member Engagement & Training
Facilitate guest service training modules, focused on continuous improvement and service excellence. Mentor frontline leaders in Lean thinking, conflict resolution, and guest recovery using the H.E.A.R.T. framework. Develop team accountability through performance metrics, recognition programs, and survey insights. Skills to Help You Succeed:
Emotional intelligence, adaptability, and resilience are key in a fast‑paced, guest‑facing environment. Deep understanding of Lean, Six Sigma, 5S, Kaizen, PDCA, and root cause analysis. Ability to lead cross‑functional improvement initiatives and sustain long‑term results. Strong analytical skills to interpret guest feedback, operational data, and KPIs. Proficiency in tools like Excel, Power BI, or Tableau for dashboard creation and reporting. Ability to map and enhance the guest journey with empathy and attention to detail. Skilled in service recovery and personalization strategies. Excellent verbal and written communication skills for training, coaching, and reporting. Experience leading meetings, workshops, and training sessions across departments. Ability to drive cultural change and gain buy‑in from frontline teams and leadership. Comfortable navigating resistance and coaching teams through transitions. Strong organizational skills to manage multiple initiatives simultaneously. Familiarity with project planning tools and timelines. Experience mentoring and coaching team members in service excellence and accountability. Knowledge of recognition programs and performance‑based motivation. Comfortable using platforms like InMoment, Review Tracker, Microsoft Office Suite, and other guest feedback or operational tools. Qualifications
Must‑Haves:
Minimum 2 3 years of experience in hospitality, casino, or guest experience leadership. Proficiency with Lean, Six Sigma, or similar continuous improvement methodologies (certification preferred). Strong analytical, facilitation, and communication skills. Experience using tools like Microsoft Office, InMoment, Review Tracker, or similar platforms. Must be able to comply with all state gaming regulations, which may include obtaining a license. Physical Requirements
Stand/walk up to 80% of the time across 300,000+ sq. ft. property. Lift and move up to 25 lbs. occasionally. Frequent use of stairs and elevators; adaptable to changing temperature environments. Available to work evenings, weekends, holidays, and during special events. What We Offer
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.
#J-18808-Ljbffr