Guest Services Supervisor - FT

Description

The Guest Services Supervisor oversees the daily operations of the guest service areas of the Hotel including concierge, front desk, and bell services. The Guest Services Supervisor will complete basic operations and management skills training, and perform work as directed in order to prepare for future supervisory responsibilities, while also learning about key aspects of the business. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions:

1.    Practice, support, and promote Thunder Valley Casino Resort’s “ELITE” company-wide service mission and demonstrate AAA Four Diamond service standards at all times.

2.    Participate in training of Team Members to comprehend AAA Four Diamond service standards and execution of operational excellence. Participate in Huddle creation and presentations with team members for purposes of training and communication.

3.    Work directly with Concierge, Front Desk Agents, and Guest Services Team Members on shifts while providing guidance and support to Team Members as directed by Hotel Leadership. 

4.    Observe and direct aspects of building Guest loyalty and providing exceptional service on the front lines of the operations.

5.    Ensure that Guest recovery efforts are conducted as established by the Hotel management with the goal of developing consistently exceptional service levels.

6.    Make recommendations to improve operational excellence and service.

7.    Work with Hotel management regarding assignments, external and internal Guest opportunities, and the development of Team Members.

8.    Attend all training classes required of supervisory and management Team Members in accordance with TVCR Standards.

9.    Oversee the training process to ensure Team Members are trained to the standard of the departments. In addition, may be responsible to assist in the training whenever required. 

10.    Will be required to understand and perform the Hotel Supervisor position when needed by Management. 

11.    Assist in the supervision of other departments in the Hotel Division when necessary.

12.    Foster a success-oriented, accountable environment within the Thunder Valley Casino Resort.
 

Qualifications

Minimum Qualifications:

1.    High school diploma or equivalent education.

2.    Prior hospitality experience required. One (1) year of supervisory experience preferred.

3.    Experience performing administrative tasks including but not limited to, word processing, using spreadsheets, managing files and records.  

4.    Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.

5.    Organizational skills including the ability to prioritize projects, delegate tasks as appropriate, and adapt quickly to unexpected changes.

6.    Must be at least 21 years of age. 

7.    Must be able to obtain UAIC Tribal Gaming License.

Physical Requirements:

1.    Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.

2.    Ability to communicate on the telephone and in person with internal and external Guests.

3.    Ability to move, push, and lift up to 50 lbs.

4.    Ability to stand for prolonged time periods.

5.    Manual dexterity to operate job related equipment.