Hotel Lead

Gun Lake Tribal Gaming•Wayland, MI

8h•Onsite

About The Position

This position is designed to provide first-line supervision for the hotel, offering support to supervisors and managers. The Hotel Lead will also provide leadership coverage to the spa and gift shop, serving as a key player in ensuring AAA Four Diamond operational excellence across various departments. The role emphasizes operational supervision, staff support, and leadership coverage across the hotel, spa, and gift shop, providing a pathway for advancement into supervisory positions.

Requirements

High school diploma or equivalent
Minimum of 2-3 years of experience in a hospitality or customer service role
Strong leadership and interpersonal skills
Excellent communication abilities
Proficient in using hotel management software
Demonstrated commitment to providing exceptional customer service and creating memorable guest experiences.
Professional appearance and demeanor, with the ability to handle confidential information discreetly.
Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers, and symbols.
Ability to read, write and input data into the computer.
Ability to stand for extended periods and work flexible hours, including weekends and holidays.
Must have the manual dexterity to operate job-related equipment.
Must have the ability to access all properties and areas.
Ability to sit with a computer for long period of time.
Ability to pass a criminal background investigation, and drug test.

Nice To Haves

Associate or bachelor's degree in hospitality management or related field preferred.
Leadership experience preferred.

Responsibilities

Serve as the first line of supervision for the hotel, assisting supervisors and managers in daily operations.
Ensure all hotel procedures and policies are followed to maintain AAA Four Diamond and GLCR’s high standards of service and guest satisfaction.
Oversee daily activities and provide direction to staff to ensure smooth operations.
Provide leadership and support to the spa and gift shop as needed, ensuring these areas operate efficiently and effectively.
Address guest concerns and operational issues promptly in the absence of department supervisors or managers.
Coordinate with various department heads to ensure cohesive operations across the resort.
Assist in training and mentoring hotel, spa, and gift shop Team Members, fostering a positive and professional work environment.
Provide guidance and support to Team Members, helping them resolve issues and improve performance.
Identify and address training needs to enhance TMs skills and service delivery.
Maintain a strong presence in guest areas, ensuring exceptional service standards are met.
Handle guest inquiries, complaints, and special requests professionally and efficiently.
Strive to enhance guest satisfaction by anticipating needs and exceeding expectations.
Assist in scheduling and workforce management to ensure adequate coverage across all departments.
Monitor inventory and supplies, coordinating with Supervisors to maintain adequate stock levels.
Assist in financial reporting and budgeting as required by supervisors and managers.
Participate in leadership training programs and workshops to develop skills necessary for future supervisory roles.
Stay updated with industry trends and best practices to continuously improve operations.
Demonstrate initiative in taking on additional responsibilities and projects to support resort operations.
All other duties as assigned.
Must hold or be able to obtain Gun Lake Tribal Gaming Commission license.