Hotel Guest Services Supervisor

Little Creek Casino Resort•Shelton, WA

1d•Onsite

About The Position

The Hotel Guest Services Supervisor is responsible for overseeing the daily front desk operations, handling guest issues to ensure 100% guest satisfaction, and assisting with ongoing staff training to provide efficient and effective front desk service. This role involves providing the highest quality of service to the customer at all times, dealing promptly and effectively with guest issues and requests, and anticipating, identifying, and ensuring customer needs are met. The supervisor is responsible for instructing employees on exceptional customer service, soliciting customer feedback, and building long-term guest relationships. Additionally, the role involves interviewing applicants, directing new hires to orientation and training, and coaching employees to empower them to resolve guest challenges. The supervisor will also monitor service calls, recommend corrective services, maintain harmony among workers, prepare composite reports, ensure equipment is maintained, provide employees with necessary resources, initiate plans to motivate employees, and key information into the computer for record-keeping and accounting purposes. This role also involves assisting with accounting ledger and postings, adjusting posting errors, resolving guest issues, knowing all property events, attending mandatory meetings and training, maintaining confidentiality, displaying sensitivity to Native American Culture, and operating within company policies and regulations.

Requirements

Ability to write clearly and informatively.
Ability to read, interpret and carry out written information.
Ability to understand and carry out verbal direction.
Ability to give clear written and verbal instructions and direction.
Ability to speak effectively in front of small and large groups.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals.
Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
Apply common sense understanding to carry out instructions.
Deal with problems involving multiple variables in standardized or stressful situations.
Excellent guest problem resolution experience and skills.
Ability to remain positive and calm under pressure.
Excellent follow up skills.
Positive, caring and focused.
Balance team and individual responsibilities; give and welcome feedback; contribute to building a positive team spirit.
Promote a harassment-free environment.
Knowledge of Opera Property Management System required.
Associate's degree or equivalent from two-year college or technical school OR five years related experience and/or training specific to the Hospitality Industry OR equivalent combination of education and experience.
Class II Gaming License issued from the Squaxin Island Gaming Commission.

Nice To Haves

Word, Excel and Outlook preferred.

Responsibilities

Oversee daily front desk operations.
Handle guest issues to ensure 100% guest satisfaction.
Assist with ongoing staff training to provide efficient and effective front desk service.
Provide the highest quality of service to the customer at all times.
Deal promptly and effectively with guest issues and requests.
Anticipate, identify and ensure customer needs are being met in the best possible way.
Provide and instruct employees to give exceptional customer service by promptly responding to customer needs.
Solicit customer feedback to improve service.
Build and maintain long-term guest relationships.
Interview applicants and direct hired employees to New Hire Orientation and ongoing in-house training.
Coach and counsel employees to encourage positive behaviors and empower employees to analyze and effectively resolve guest challenges and areas of concern.
Monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies.
Recommend corrective services to adjust customer complaints.
Maintain harmony among workers.
Prepare composite reports from individual reports of subordinates.
Ensure equipment is maintained in good working order.
Provide employees with the resources needed to resolve guest inquiries.
Initiate or suggest plans to motivate employees to achieve related goals.
Key information into the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
Assist with accounting ledger and postings for errors.
Adjust posting errors and resolve guest issues.
Responsible for knowing all events in the property.
Attend all mandatory meetings and training.
Maintain confidentiality.
Display sensitivity to Native American Culture.
Operate within the parameters of the Little Creek Human Resource Policies, Departmental Policies and all other applicable regulations.
Supervise Hotel Guest Service staff.