Lake Club Supervisor
About The Position
The Lake Club Supervisor oversees the activities of the Lake Club, Valet, and department staff and assists with managing Lake Club department operations. The position directly supervises approximately 13 Lake Club and Valet associates working varied shifts, operates independently under the Assistant Manager, and may review major or unusual decisions with the Player Development Manager. It involves frequent contact with associates across all departments and extensive contact with guests and visitors. The Supervisor helps manage staffing, scheduling, performance reviews, discipline, payroll activities, training, and development. The role monitors daily operations and guest satisfaction, ensures appropriate shift coverage and service standards, oversees guest requests and group tour arrivals and departures, and ensures completion of inventories, coupons, logs, vehicle maintenance records, shift reports, and incident reports. The Supervisor works with the Assistant Manager to assess department performance, improve guest satisfaction, maintain department objectives and procedures, and resolve associate, interdepartmental, or guest disputes. Most duties are performed in an office and on the gaming floor, with temperature variation. The role may involve spills, wet floors, guest behaviors, and varying weather and road conditions. Continual walking, bending, standing, and lifting are required. The employee must be able to obtain licensing from the Lac du Flambeau Tribal Gaming Commission and hold a valid Wisconsin driver’s license, with insurability under the Tribal automobile insurance policy. Irregular hours, weekends, holidays, and short-notice call-ins may be required.
Requirements
- High school education or equivalent.
- At least two years of supervisory experience in a customer service environment.
- Supervisory experience must include people management and computer experience.
- Excellent interpersonal, communication, problem-solving, and people-management skills.
- Familiarity with PCs and related software, and a solid understanding of customer service and satisfaction techniques.
- Ability to manage confidential and sensitive information with diplomacy and tact.
- Ability to maintain a professional demeanor in stressful situations.
- Ability to obtain a license from the Lac du Flambeau Tribal Gaming Commission.
- Valid Wisconsin driver’s license and eligibility for coverage under the Tribal automobile insurance policy.
- Ability to work irregular hours, weekends, and holidays, and to be available for call-in on short notice.
- Ability to perform continual walking, bending, standing, and lifting.
Nice To Haves
- Previous experience with vehicle maintenance.
- Ability to handle passenger vehicles.
Responsibilities
- Assist with supervision and performance management of Lake Club department staff, including hiring, scheduling, performance reviews, disciplinary actions, payroll activities, and training and development.
- Ensure Lake Club staff provide exceptional guest service consistent with property and department goals.
- Assist in monitoring daily operations, scheduling, policies, procedures, and guest satisfaction.
- Review and assign staff to appropriate daily and weekly shifts to ensure adequate coverage.
- Train and orient Lake Club and Valet staff on job responsibilities and department operating procedures.
- Ensure staff manage incoming telephone calls to Lake of the Torches Resort Casino as needed.
- Respond to guest requests, provide information, and assist guests in a timely manner.
- Supervise group tour activities related to arrivals and departures during the shift.
- Ensure staff issue coupons, manage inventories, and complete required shift log sheets.
- Ensure valet vehicle maintenance records and reports are current and available for Assistant Manager review.
- Complete shift and incident reports for review by the Assistant Manager.
- Assist with department staff activities to ensure guest expectations and department operations are met efficiently and on time.
- Work with the Assistant Manager to analyze department performance and implement improvements to guest satisfaction.
- Recommend and maintain department objectives, standards, policies, and procedures for Assistant Manager review.
- Resolve associate, interdepartmental, or guest disputes according to established policies and procedures, and inform the Assistant Manager of issues and outcomes.
- Notify the Assistant Manager, security, or Facility Administrator of situations that may affect guests or associates.
- Perform other duties as assigned.
- Attend mandatory meetings and departmental training and development sessions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
