Hotel Guest Services Supervisor

Description

SUMMARY:

The Hotel Guest Services Supervisor is responsible for overseeing the daily front desk operations; responsible for handling guest issues to ensure 100% guest satisfaction; assisting with on-going staff training in order to provide efficient and effective front desk service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide the highest quality of service to the customer at all times.
• Deal promptly and effectively with guest issues and requests.
• Anticipate, identify and ensure customer needs are being met in the best possible way.
• Responsible for providing and instructing employees to give exceptional customer service by promptly responding to customer needs; soliciting customer feedback to improve service; while building and maintaining a long term guest relationship.
• Interview applicants, direct hired employees to New Hire Orientation and ongoing in-house training to increase job knowledge and skill level.
• Coach and counsel employees to encourage positive behaviors and empower employees to analyze and effectively resolve guest challenges and areas of concern.

ADDITIONAL DUTIES

• Monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies.
• Recommend corrective services to adjust customer complaints.
• Maintain harmony among workers.
• Prepares composite reports from individual reports of subordinates.
• Ensure equipment is maintained in good working order.
• Provide employees with the resources needed to resolve guest inquiries.
• Initiate or suggest plans to motivate employees to achieve related goals.
• Key information into the computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
• Assist with accounting ledger and postings for errors.
• Adjust posting errors and resolve guest issues.
• Responsible for knowing all events in the property
• Attend all mandatory meetings and training.
• Maintain confidentiality.
• Display sensitivity to Native American Culture.
• Operate within the parameters of the Little Creek Human Resource Policies, Departmental Policies and all other applicable regulations.
• Other duties may be assigned.

S.I.G.E. TRIBAL - STATE COMPACT & ACCOUNTING & INTERNAL CONTROL

DUTIES AND RESPONSIBILITIES:

SUPERVISORY RESPONSIBILITIES

• Hotel Guest Service staff

Requirements

QUALIFICATIONS:

Knowledge, Skills and Abilities

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.

Language Skills:

• Writes clearly and informatively.
• Reads, interprets and carries out written information.
• Understand and carry out verbal direction.
• Give clear written and verbal instructions and direction.
• Speak effectively in front of small and large groups.

Mathematical Skills:

• 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 draw and interpret bar graphs.

Reasoning Ability:

• Apply common sense understanding to carry out instructions.
• Deal with problems involving multiple variables in standardized or stressful situations.

Other:

• Must have excellent guest problem resolution experience and skills.
• The ability to remain positive and calm under pressure.
• Excellent follow up skills.
• Positive, caring and focused.
• Balance team and individual responsibilities; give and welcome feedback; contribute to building a positive team spirit.
• Promote a harassment-free environment.
• Knowledge of Opera Property Management System, required.
• Word, Excel and Outlook, preferred.

EDUCATION and/or EXPERIENCE:

Education and/or Experience:

• Associate's degree or equivalent from two-year college or technical school
• Or five years related experience and/or training;
• Experience should be specific to the Hospitality Industry.
• OR equivalent combination of education and experience.

Certificates, Licenses, Registrations:

• Class II Gaming License issued from the Squaxin Island Gaming Commission

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel, reach with hands and arms and talk or hear.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is frequently exposed to tobacco fumes. The employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, extreme cold, extreme heat, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.