Support Services Supervisor

Four Winds Casinos Career Site•South Bend, IN

3d•Onsite

About The Position

Responsible for directing the activities of all transportation, retail, and wardrobe employees on assigned shifts in accordance with established policies and procedures. This role involves planning and directing daily operations, maintaining appropriate staffing levels through hiring, training, and performance management, and ensuring cost-efficiency and adherence to uniform standards. The supervisor must maintain a working knowledge of facilities and special events to assist guests and employees, make recommendations for improvements, and ensure a high level of guest service. The position also includes facilitating information flow, maintaining accurate records, acting as a property representative, and responding to guest complaints. A key aspect is patrolling assigned areas to identify and report safety and security hazards, ensuring the protection of guests, employees, and the facility. Specific duties include overseeing the cleanliness and organization of gift shops and retail outlets, proper merchandise display and stocking, managing garment data input, receiving and verifying merchandise shipments, controlling returned/damaged merchandise, supervising inventories, and maintaining accurate files. The supervisor also assists management in determining shift duties and may participate in general daily Support Services activities. Additionally, the role promotes a positive departmental atmosphere, encouraging fun for guests, mutual respect among employees, idea sharing, conflict resolution, employee involvement in training and development, and clear communication of procedures.

Requirements

Four-year degree or four to six years related experience and/or training, or equivalent combination of education and experience.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to write effective reports and memos.
Ability to respond to inquiries from employees or guests.
Ability to communicate effectively in one-on-one, small group, and large group situations.
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 interpret data from graphs.
Ability to apply common sense reasoning to variety of situations.
Regularly required to stand, walk, run, sit, talk or hear and use hands to finger, handle, or feel objects, tools or controls.
Occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Regularly exposed to outside weather conditions.

Nice To Haves

This position requires a Level 4 Gaming License.

Responsibilities

Plans and directs the daily operations of the Transportation, Wardrobe and Retail Divisions of the Hotel Department on assigned shift.
Maintains appropriate staffing levels in the Transportation, Wardrobe and Retail Divisions of the Hotel Department on assigned shift by selecting, training, scheduling, evaluating, promoting, disciplining and terminating employees, as needed.
Operates parks and retrieves guest vehicles in a safe manner, as needed.
Oversees the cost-efficiency, staffing and uniform standards of Support Services employees on assigned shift.
Maintains a working knowledge of the facilities, as well as special events on property, in order to advise guests and fellow employees of same, whenever possible.
Makes suggestions and recommendations, as appropriate, for improvements to policies, procedures, or the facility.
Ensures a maximum level of guest service and satisfaction throughout the property is achieved and maintained.
Facilitates the flow of information throughout the property, by attending regularly scheduled departmental meetings.
Held accountable, to a high degree, for the accuracy and thoroughness of departmental records and reports.
Acts as a representative of the property, interacting with guests and employees in a courteous, professional manner.
Responds to guest complaints and/or inquiries promptly and courteously.
Patrols the Retail, Wardrobe and Valet on assigned shift, identifying potential security and/or safety hazards, and reporting same to the appropriate individual, to ensure the safety and protection of guests, employees and the entire facility.
Ensures Gift Shops and Retail Outlets are kept exceptionally clean and neat.
Ensures all merchandise is tagged correctly, put out on display or folded and placed in the storeroom.
Ensures merchandise is properly sized and displayed on the sales floor.
Ensures merchandise in storeroom is put away and organized.
Performs guest services-related duties, assisting guests with merchandise selection and/or purchase, handling exchanges and redeeming complimentaries.
Ensures the accuracy of paper work completed by employees in the gift shops/retail outlets, including the completion of comps and transfers of merchandise.
Controls and manages garment related data input into the uniform distribution system.
Receives merchandise shipments, verifies appropriate merchandise is received, the condition of the goods and that the quantity matches the packing slip.
Maintains orderly stock room and merchandise storage.
Controls and manages returned, damaged and discarded merchandise.
Supervises and controls monthly inventories.
Maintains accurate and updated computer files and paper files.
Assists Manager and Leads in determining projects and duties to be accomplished during shifts.
Assists, when needed, in general daily Support Services activities.
Creates an atmosphere of fun for all casino guests.
Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.
Instills an atmosphere that encourages employees to share ideas, discuss concerns and resolve conflicts.
Retains employees through involvement in employee training and development.
Explains why we do things, in advance of doing them.