Guest Service Dual Rate Supervisor

QUINAULT BEACH RESORT AND CASINO•Hogans Corner, WA

4d•Onsite

About The Position

As a Guest Service Agent, you will perform Front Desk Operations, providing service to all guests requiring information, registration, and check out. Your goal is to ensure guest needs are met promptly and accurately, creating a positive and memorable hotel experience. You will also handle hotel event reservations and establish rapport with VIPs. As a property information specialist, you will direct guests and vendors to the appropriate departments. As a Supervisor, you will oversee the operation of the Front Desk.

Requirements

High School diploma or equivalent.
One year of Hotel Front Desk Experience.
One year of Customer Service experience in a Hospitality Environment.
Must be able to cover any shift on short notice.
Ability to train, motivate, and interact with other managers and coworkers.
Demonstrate ability to handle guest complaints, problem solve, and deal with difficult situations.
Basic understanding of accounting principles and front office.
Ability to document and pass on information to other employees and departments.
Ability to handle multiple tasks in a timely fashion.
Computer literate.
Ability to communicate effectively with the public and other employees.
Valid driver’s license
CPR Certification within ninety (90) days of employment.

Nice To Haves

Must be able to work in a smoking environment.

Responsibilities

Provide and deliver excellent customer service for all internal and external customers at all times and in all activities.
Establish and maintain effective working relationships with all internal and external customers of Quinault Beach Resort & Casino.
Develop solutions for customer concerns and continually focus on customer service.
Perform all front desk agent functions and tasks.
Provide daily supervision, training, motivation, discipline, and development of front desk staff.
Train and enforce the standards and procedures with measurable results.
Continuously update standards and procedures, sell strategy board, and resume clipboards.
Satisfy guests with problems and or complaints.
Supervise the daily completion of shift tasks.
Maintain good communication with Housekeeping and Reservations.
Complete tasks requested by groups or contact group sales to accommodate their needs.
Juggle inventory to correct availability.
Make sure all staff gets their proper breaks.
Be part of the Fire Team, ability to use fire panel and announcement system.
Supervise evacuation of hotel when necessary, keeping guests and employees informed and calm.
Ensure that all clerks balance work at end of day.
Keep updated on employee payroll and send staff home if overtime becomes possible.
Participate in cross training in audit.
Enforce uniform, grooming and etiquette standards.
Monitor key inventory, safe deposit control, and general supplies.
Monitor blocking, out of order rooms and communication with other departments.
Enter a guest room reservation properly.
Comply at all times with QBR standards and regulations to encourage safe and efficient resort operations.
Maintain a neat and organized work area.
Report to work well-groomed, on time, and in a department-issued uniform.
Attend meetings as scheduled and requested.
Other duties as required.