Bell Services Captain: Guest Experience Leader

Infor; Temecula (CA); Hybrid; USD 42.000 - 62.000; Vollzeit

Zusammenfassung

Pechanga Resort & Casino seeks a Bell Services Captain to oversee all operations of the Bell Services Department, schedule staff, review payroll, and ensure guest satisfaction. You will train staff, assist with interviewing, and handle disciplinary actions while maintaining inventory and coordinating arrivals and departures.

The role emphasizes adherence to Four Diamond service standards, effective communication, and the ability to manage daily reports and staff performance in a dynamic resort

Qualifikationen

• High school diploma or GED is required, with at least 1 year of related experience preferred.
• Ability to read and interpret safety rules, operating manuals, and procedure documents.
• Strong writing skills for routine reports and correspondence.
• Ability to speak effectively before groups of guests or employees.
• Must be able to read, write, comprehend, and communicate in English.

Aufgaben

• Comply with Resort policies and procedures.
• Comply with departmental Service Guarantees.
• Communicate effectively using verbal, written and listening skills with guests and staff.
• Effectively dealing with internal/external guest.
• Offer assistance by providing accurate information on the services of Pechanga Resort & Casino.
• Able to logically and independently plan, organize and complete work in a timely manner.
• Able to perceive quality of work, review documents and receive direction from guests and staff.
• Implement and monitor department Service Standards to ensure quality service.
• Keep immediate supervisor informed of all issues and refer to him/her with difficult situations.
• Assist guests with appropriate check-in/check-out procedures.
• Listen and respond to guest inquiries in a professional manner.
• Resolve guest issues efficiently and in a courteous manner.
• Generate, review and analyze daily reports in order to monitor service delivery and staff performance.
• Conduct regularly scheduled meetings with staff.
• Ensures that all Bell Team Members are meeting service guarantees.
• Ensures that all Bell Team Members are complying with departmental polices and procedures.
• Maintain Bell Staff attendance and Bell Porterage records.
• Provide input and implementation of departmental and individual Bell Staff goals.
• Answers questions while up-selling the Resort’s outlets and other promotional amenities.
• Liaison with other departments on service delivery issues and guest expectations.
• Ensure shift changes are smooth with proper communication to the relieving shift.
• Remain calm and alert, especially during emergency situations and/or heavy Resort activity.
• Compile departmental work schedules and monitor workload to ensure a proper balance of work.
• Assist in the budget process and work within the allotted budget for Bell Services.
• Efficiently operate a moderately complex computer system (OPERA).
• Provide instructions/guidance for guest and Team Member safety in the event of fire/emergencies.
• Attend all training classes/seminars that may enhance work performance or job knowledge.
• Performs other task as assigned by management.

Kenntnisse

Great smile and a good attitude

Make eye contact while speaking

Ability to work under stressfulSitu

Professional demeanor

Ausbildung

High school diploma or GED

Jobbeschreibung

Pechanga Resort & Casino seeks a Bell Services Captain to oversee all operations of the Bell Services Department, schedule staff, review payroll, and ensure guest satisfaction. You will train staff, assist with interviewing, and handle disciplinary actions while maintaining inventory and coordinating arrivals and departures.

The role emphasizes adherence to Four Diamond service standards, effective communication, and the ability to manage daily reports and staff performance in a dynamic resort