Guest Services Supervisor

Kewadin Casinos; Sault Ste. Marie (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

Kewadin Casinos in Sault Ste. Marie, MI, seeks a Guest Services Supervisor to supervise hotel staff and deliver attentive, cheerful customer service.

The role involves scheduling, payroll, training and ensuring policy adherence, with collaboration across front desk, valet and Guest Service teams. The ideal candidate has at least 1 year in a hotel front office environment, a high school diploma, a valid driver’s license, and the ability to pass a background check under National Indian Gaming

Qualifications

• Must have knowledge of customer service principles and satisfaction evaluation techniques.
• Strong organizational and time-management skills required.
• Excellent written and verbal communication; ability to handle difficult situations.

Responsibilities

• Oversee staff, scheduling, training, payroll and leave approvals.
• Ensure policies and procedures are followed and reports are accurate.
• Maintain inventory for internet room and manage room blocks.
• Track internet reservations and cancellations accurately.
• Review discrepancy reports and correct errors in PMS as needed.
• Oversee promotional items and hotel office inventory; print gaming offers.
• Coordinate with Group Sales for events at the Sault location.
• Assist front desk, valet and Guest Service duties when needed.
• Handle other duties as assigned.

Skills

Staff supervision

Customer service

Communication

Organization

Problem solving

Education

High School diploma

Job description

POSITION SUMMARY: (includes, but is not limited to, the following)

The Guest Services Supervisor, under the direction of the on-site Hotel Manager and is responsible for supervising and coordinating the work of the hotel staff. The position is responsible for providing attentive, cheerful, courteous, professional customer service to all customers, internal and external, striving to always exceed their expectations.

ESSENTIAL FUNCTIONS: (includes, but is not limited to, the following)

• Oversee staff, scheduling, training new team members, tracking and reporting team member performance and processing payroll and approving leave requests.
• Ensure all policies and procedures are followed.
• Maintain internet room inventory.
• Manage and maintains room blocks.
• Track internet reservations and cancellations for accuracy.
• Ensure daily and emergency reports are done.
• Review discrepancy reports from housekeeping and the Property Managements System (PMS) and corrects errors as needed.
• Oversee promotional items and office inventory.
• Print gaming offers for hotel stays.

ADDITIONAL RESPONSIBILITIES: (includes, but is not limited to, the following)

• Communicate with Group Sales, Convention Sales Departments for group activities (Sault location).
• Assist staff with front desk duties, valet duties, Guest Service duties and Reservation Coordinator duties as needed.
• All other job-related duties as assigned.

CONTACTS:

Immediate peers, peers in other departments, immediate supervisor/manager, managers in other departments,executives, customers and outside vendors/service providers.

PHYSICAL REQUIREMENTS:

Position sedentary with primarily sitting and lifting of maximum of 30 pounds. Physical factors include constant use of hearing, typing; frequent standing, walking, sitting, use of near/midrange/far vision, depth perception, field/color vision; occasional carry/lifting, pushing/pulling, stooping, kneeling and reaching, driving and bending. Working conditions include constant exposure to noise; occasional exposure to weather, extreme heat/cold, wet/humidity, vibration and air quality. Potential hazards include constant computer use; frequent equipment use; occasional exposure to chemicals.

REQUIREMENTS:

Education: High School diploma or equivalent required.

Experience: Minimum of 1 year experience working in a hotel front office environment required. Prior experience and knowledge of a Property Management System preferred.

Certification/License: Must have a valid driver's license and be insurable by the Sault Tribe Insurance Department. Must comply with annual driver's license review and insurability standards with the Sault Tribe Insurance Department. Must undergo a Criminal background investigation done under the rules of the National Indian Gaming Commission.

Knowledge, Skills, and Abilities: Must have knowledge of principles and processes for providing customer service including needs assessment techniques, quality service standards, and customer satisfaction evaluation techniques. Must have organizational skills and be able to plan, prioritize and manage work load to meet goals in a timely manner. Must have excellent communication skills and be able to communicate clearly in person, in writing, and by telephone and email. Must have excellent public relation/customer service skills and be able to exhibit a friendly and positive attitude. Must be able to establish and maintain an effective working relationship with subordinates, supervisory personnel, coworkers and the general public. Must be flexible and available to work various shifts, including nights, weekends and holidays. Must be able to work under pressure and handle difficult situations. Must be able to work independently. Must be able to make decisions on the spot to satisfy guest concerns. Native American preferred.