What are the responsibilities and job description for the Supervisor of Guest Services position at Northern Quest Resort & Casino?
Job Summary
Northern Quest Resort & Casino seeks a seasoned Supervisor of Guest Services to lead our reservations team. As a critical component of our guest services department, you will be responsible for delivering world-class experiences that exceed guest expectations.
This role offers a unique opportunity to develop your expertise in guest-centric operations, sales, and marketing while working closely with cross-functional teams to drive business results.
- Directly supervise 8-12 reservation agents, providing coaching, guidance, and performance feedback to ensure exceptional customer service.
- Implement and maintain effective processes to optimize revenue, occupancy, and guest satisfaction metrics.
- Collaborate with hotel operations, food and beverage, and casino teams to promote joint sales initiatives and enhance the overall guest experience.
Responsibilities
- Oversee daily reservations activities, guaranteeing accuracy and efficiency in managing room assignments, cancellations, and waitlists.
- Conduct regular training sessions to equip reservation agents with advanced skills in scripting, sales techniques, and yield management strategies.
- Maintain a comprehensive knowledge of the property's systems, software, and amenities to respond to guest inquiries and resolve issues promptly.
Requirements
- Bachelor's degree in Hospitality Management or related field required; Master's degree preferred.
- Minimum 2 years of experience in reservations or front desk operations, preferably in a supervisory role.
- Proven track record of delivering exceptional customer service, meeting sales targets, and improving operational efficiency.
- Strong analytical and problem-solving skills, with ability to interpret data and make informed decisions.
