Guest Services Supervisor

Guest Services Supervisor

Responsible for guest satisfaction, maximizing room occupancy and average daily rates. Performs all essential front office duties and resolves guest problems. Ensures team members are following proper policies, procedures and departmental internal controls during all shifts. Responsible for meeting or surpassing departmental goals and objectives. Essential work duties will include, but are not limited to, assisting management with the development and training of all guest service department employees.

Makes eye contact, smiles and greets guests warmly and sincerely. Assigns duties and shifts to staff; monitors job performances and improves efficiency with guest registration and check out. Responsible for proper cash and credit card handling applications. Confers and cooperates with other departments to ensure coordination of activities and efforts, especially guest satisfaction and safety/security of guests. Acts as a first line representative for guests by answering general questions about BlueWater Resort & Casino. Guest services supervisor MUST be available to work all shifts required by department employee, to ensure consistent training of new agents throughout the arrival and departure processes. Assist in hiring, termination, and disciplinary actions. Assist Marketing & Entertainment in all promotions and special events. Completes all pertinent information reports and forecasts as needed; applies effective yield management practices to maximize room occupancy, rate and overall revenue. Responsible in assisting management to train all Guest Service Agents, PBX/Reservation Agents, and Night Auditors in one on one development in department policies, procedures and internal controls. Guest Services Supervisor must exhibit excellent communication skills, and strong working knowledge of Agilysys, "Visual One" hotel operating system and all other systems used by the front desk to effectively and efficiently carryout and teach all front office functions. Review financial transactions, banquet activities and incidents to insure efficient operation. Provides proper security, safety and emergency procedures as required for guests and employees. Complies with BlueWater Resort & Casino rules and regulations and ensures that all employees are in compliance. Complies with all Federal, State, and Tribal laws. Works in a safe manner; complies with company and OSHA safety regulations. In the absence of the Guest Services Manager, the Guest Services Supervisor will hold all other agents accountable for proper conduct in the work place. All other duties as assigned (non-gaming functions and issued gaming license permitting).

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

Must demonstrate the ability to solve hotel related problems; clear verbal and written communication skills are required. Employee must be able to deal patiently with guest complaints and remain courteous when faced with difficult or aggravated guests. The ability to multi-task and stay organized is essential to job performance. Must be able to work independently within specified time constraints should have a clear and pleasant speaking voice and be fluent in English. Must be able to clearly communicate instructions, both verbally, and in writing.

High school or GED equivalent. Supervisory experience is preferred. Must be computer literate and demonstrate the ability to use tool associated with computing functions, including but not limited to keyboard, mouse, scanner, and printer. Able and willing to work any shift/weekends and/or holidays as assigned. Professional appearance and demeanor is required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift up to twenty-five pounds. Must be able to stand for extended periods of time (up to 6 hours without sitting). Must be able to sit for extended periods of time.

Fast paced work environment with many variables that contribute to daily challenges. Involves working in close quarters with other staff members and hotel/resort guests.

Limited