Guest Services Supervisor — Elevate Hotel Experience

Grand Casino Hinckley; Hinckley (MN); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Grand Casino Hinckley in Hinckley, MN is seeking a Hotel Guest Services Supervisor to oversee all hotel departments, ensuring smooth operations and exceptional guest service. You will guide the Front Desk team, handle guest inquiries, train staff, post charges, and manage payments to maintain high satisfaction.

You may cover Night Auditor or Bell Person duties when needed. This role rewards guest focus, teamwork, and professionalism with opportunities for growth within Mille Lacs Band

Qualifications

• Experience leading and supervising a diverse hotel team and delivering efficient service.
• Proven ability to provide exceptional guest experiences and resolve concerns quickly.
• Excellent verbal and written communication with guests, staff and management.
• Strong problem-solving and quick decision-making to maintain guest satisfaction.
• Willingness to work across roles and peak hours to support the team and reduce wait times.
• Experience training, directing, coaching, and counseling staff.
• Maintain professional demeanor, appearance, attendance and punctuality.

Responsabilités

• Guide and support the Front Desk team to ensure efficient operations and positive guest feedback.
• Provide courteous service to guests at arrival, during stay, and at departure with accurate information.
• Train and oversee Front Desk associates workflows and processes.
• Address and resolve issues through coaching front desk staff to maintain high-quality operations.
• Resolve guest concerns quickly to ensure high satisfaction and service quality.
• Ensure safety by following check-in procedures and reporting suspicious activity.
• Communicate issues regarding guests, associates, or guestrooms to Hotel Management.
• Provide technical support to Front Desk and Housekeeping teams as needed.
• Post charges to guest accounts and manage payment processing.
• Ensure reservations have payment methods and handle outstanding balances.
• Facilitate communication across the property during shifts.
• Review findings reports and determine responses to guest issues for fair settlements.
• Ensure compliance with guest service policies and procedures.
• Cover Guest Service Agent, Bell Person, and Night Auditor roles when staffing demands require.
• Assist at Front Desk during peak check-in/out times to reduce guest wait times.
• Perform other duties as assigned to contribute to team success.

Connaissances

Team leadership

Guest experience

Communication

Problem solving

Flexibility

Coaching

Professionalism

Description du poste

Grand Casino Hinckley in Hinckley, MN is seeking a Hotel Guest Services Supervisor to oversee all hotel departments, ensuring smooth operations and exceptional guest service. You will guide the Front Desk team, handle guest inquiries, train staff, post charges, and manage payments to maintain high satisfaction.

You may cover Night Auditor or Bell Person duties when needed. This role rewards guest focus, teamwork, and professionalism with opportunities for growth within Mille Lacs Band