HK Hotel Guest Service Supervisor FT/SW $20 to $30

Mille Lacs Corporate Ventures•Hinckley, MN

1d•Onsite

About The Position

As the Hotel Guest Services Supervisor for Grand Casinos, you will be responsible for the successful overall supervision of all activities related to all Hotel Departments, ensuring smooth and efficient operation, maximum occupancy, and optimum Guest service experience.

Requirements

High school diploma, general education degree (GED) or equivalent experience.
One (1) year experience in a hotel required.
Must be able to secure license from Gaming Regulatory Authority (GRA).
Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.
Ability to lead, supervise, and support a diverse team, ensuring efficient operations and high-quality service.
Strong focus on providing exceptional Guest experiences, with the ability to address and resolve concerns effectively.
Excellent verbal and written communication skills to interact with Guests, team members, and management.
Aptitude for identifying issues, making quick decisions, and implementing solutions to maintain Guest satisfaction and operational efficiency.
Willingness to work in various roles and during peak hours as needed to support the team and reduce Guest wait times.
Skill in training and directing team members, with the ability to coach and counsel staff to foster a productive work environment.
Maintaining a professional demeanor and appearance, with a commitment to regular attendance and punctuality.

Responsibilities

Guide and support the Front Desk team in their daily duties to ensure efficient operations and positive Guest feedback.
Provide professional and courteous service to Guests during arrival, departure, and throughout their stay, offering accurate information and timely assistance.
Train and oversee the Front Desk's Associates workflow and processes.
Address and resolve issues, coaching and counseling the Front Desk team to maintain high-quality operations.
Quickly and efficiently resolve Guest concerns to ensure high levels of satisfaction and quality service.
Ensure safety by adhering to Guest check-in procedures and reporting any suspicious activities.
Communicate any issues regarding Guests, associates, or Guestrooms to Hotel Management.
Offer technical support to Front Desk and Housekeeping staff as needed.
Post charges to Guest accounts and manage payment processing.
Ensure all reservations have a form of payment and address accounts with outstanding balances.
Facilitate communication throughout the property during your shift.
Review reports of findings and recommend response to Guest issues, considering nature and complexity of issues, requirements, and actions to ensure settlements are made correctly and satisfactorily.
Ensure compliance with established Guest service policies and procedures.
Assume the roles of Guest Service Agent, Bell Person, and Night Auditor when necessary due to staffing demands.
Assist at the Front Desk during peak check-in and check-out times to reduce wait times for Guests.
Perform other departmental duties as assigned to contribute to the overall success and efficiency of the team.