RESORT SERVICES SUPERVISOR

Fantasy Springs Resort Casino•Indio, CA

5d•Onsite

About The Position

The Resort Services Supervisor provides support, knowledge, and assistance in support of the Front Office Manager. They hold responsibility for the accuracy and completeness of the Front Desk's work, including tracking staffing requirements, leading by example, and acting as the hotel liaison between the guest and management for customer service issues. This role represents the Hotel management in the absence of the Front Office Manager and performs their duties. The Resort Service Supervisor provides quality customer service and a positive first impression in fulfilling the needs of guests in all aspects of this Casino/Golf/Resort. They will have access to the Player Club Database and are responsible for validating Player Club eligibility for new gaming patrons wishing to participate in approved gaming promotional activities. The role requires developing a strong working knowledge of Casino/Hotel policies and programs to further educate staff and inform guests, and staying informed of current events and organizations and functions.

Requirements

Ability to conduct business in a positive and friendly manner – both with guests and staff and within negative situations.
High School diploma or general education degree (GED); or one to three years’ related experience and/or training; or equivalent combination of education and experience.
Competent in oral and written communication and reading comprehension using the English language.
Able to handle multiple tasks of varying priority and deadlines simultaneously.
Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.
Proficient in the Microsoft Operating System, MS Word, Excel, and Outlook.
Frequently required to stand for 8 hours or more, use hands to finger, handle, or feel, as well as speak and hear.
May be required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl.
Must occasionally lift and/or move up to 50 pounds.
Honors all applicable laws regarding discrimination prohibitions, such as but not limited to discriminations based on race, gender, sexual preference, age, nationality and creed.
Follows policies and procedures of the organization.
Performs job functions in a manner consistent with organizations goals and values.
Follows instructions, responds to management direction.
May be required to work overtime as needed.
Arrives at work and appointments consistently and on time.
Ensures work responsibilities are covered when absent.
Must be dressed in the appropriate uniform.
Hair presented in a professional manner and free of any unpleasant odors.
Must be 21 years of age or older.

Nice To Haves

Bi-lingual ability in Spanish is a plus.

Responsibilities

Provides quality customer service and a positive first impression in fulfilling the needs of guest in all aspects of this Casino/Golf/Resort.
Validates Player Club eligibility for new gaming patrons wishing to participate in the approved gaming promotional activities.
Develops a strong working knowledge of Casino / Hotel policies and programs to further educate staff and inform guests.
Stays informed of current events and organizations and functions.
Manages, creates or modifies guest reservations to fit the needs of the guest and hotel.
Leads by example and holds staff accountable to the policies and procedure set forth by FSRC.
Objectively listens to staff concerns and challenges and problem solves.
Resolves guest billing issues and disputes.
Supplies information to guests regarding on-site facilities.
Is aware of bulletins of upcoming events and groups.
Assists in the training of new Front Desk Agents job duties and procedures.
Attends and takes notes at staff meetings.
Represents the hotel on the highest level and gives a knowledgeable tour of the facility to prospective clients in the absence of a Hotels Sales Representative.
May be required to work overtime.