Guest Service Supervisor

Snoqualmie Casino & Hotel • Snoqualmie, WA

10h • Onsite

About The Position

The Guest Service Supervisor is responsible for supervising and overseeing the Guest Service Representatives team, ensuring that daily operations run smoothly. Acts as the point of contact in the absence of the Manager, making decisions related to day-to-day operations and resolving guest service conflicts. Ensures high standards of guest service and team performance are maintained. This is an on-site role in Snoqualmie, WA, open to Washington State applicants only.

Requirements

• Two (2) years of experience in a customer service or hospitality environment.
• One (1) year experience in a call center environment.
• Strong leadership skills with the ability to motivate, train, and evaluate team members to ensure high performance, operational efficiency, and excellent guest service.
• Skilled in resolving guest issues calmly and effectively, handling confrontational situations, and ensuring guest satisfaction through problem-solving and de-escalation.
• Excellent verbal and written communication, with a clear, easily understood voice and the ability to engage effectively with guests, team members, and management in English.
• Proficient in Microsoft Word, Excel, and data entry.
• Familiar with property management systems and able to handle administrative tasks with accuracy.
• Capable of managing multiple priorities simultaneously, adapting quickly to changing situations, and maintaining focus and professionalism in a fast-paced environment.
• Strong organizational skills with a focus on accuracy, ensuring guest records, operational data, and reporting are meticulously maintained.
• Dedicated to providing personalized and exceptional guest experiences, anticipating needs, and resolving concerns to enhance overall satisfaction.
• Actively gather, analyze, and communicate critical information to support the entire property, including both casino and hotel operations.
• Collaborate with various departments to ensure smooth daily operations, identify trends, and contribute to strategic decision-making.

Nice To Haves

• One (1) year of experience leading others in a supervisor or lead role.
• One (1) year hotel reservation or PBX experience.
• Experience with resolving telecommunication technical issues and managing call volume to optimize workflow in a fast-paced environment.
• Experience with AAA or Forbes Service Standards.
• Experience interacting with English as second language learners.
• Bilingual

Responsibilities

• Supervise Guest Service Representatives (GSRs) to ensure smooth daily operations, efficient team performance, and high guest service standards.
• Lead staff training, development, and performance evaluations, including 90-day and annual reviews, to ensure department goals are met.
• Coordinate hotel and service reservations, including food & beverage outlets, events, spa reservations, and shuttle services, managing high call volumes and guest requests.
• Collaborate with the Guest Service Manager to design and implement the property reservation system and improve department processes for enhanced efficiency and guest satisfaction.
• Troubleshoot and resolve guest issues, including technical problems (Wi-Fi, TV, in-room safes) and escalate as needed to the appropriate departments.
• Serve as an escalation point for guest and internal department issues, ensuring quick and effective resolution.
• Maintain accurate records, including guest comment logs, reservation data, and departmental reporting metrics.
• Support marketing promotions and events, assisting with outbound communications and ensuring timely execution.
• Ensure compliance with operational procedures, including securely handling sensitive guest information and credit card data.
• Maintain accurate guest contact details while adhering to data protection policies and performing administrative tasks such as filing, scanning, and reporting.
• Assist with safety and security by alerting Security to potential problems or emergencies and ensuring guest safety at all times.
• Perform other responsibilities as assigned to support departmental and organizational goals.

Benefits

• 100% employer-paid medical, dental, vision, and prescription coverage
• Competitive family rates
• 401(k)
• Employer-paid life insurance
• Long-term disability
• Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years
• Option to cash out PTO twice annually
• Free meals
• Parking
• Paid breaks
• 40c/gallon gas discount
• Exciting giveaways like concert and sports tickets
• Tuition reimbursement
• Certification programs
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed