Hotel Lead

Gun Lake Casino; Wayland Township (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Gun Lake Casino in Wayland, MI, seeks a Hotel Lead to provide first-line supervision for the hotel while supporting the spa and gift shop. The role emphasizes leadership, guest service excellence, and operational supervision across multiple departments to uphold AAA Four Diamond standards.

The position offers an opportunity to mentor staff, coordinate scheduling and budgeting tasks, and contribute to a high-performing resort environment with room for career advancement.

Qualifications

• High school diploma or equivalent.
• 2-3 years of hospitality or customer service experience with leadership preferred.
• Strong leadership and interpersonal skills, excellent communication abilities, proficient in hotel management software.

Responsibilities

• Serve as the first line of supervision for hotel operations and assist supervisors/managers in daily tasks.
• Oversee hotel procedures to maintain AAA Four Diamond standards and guest satisfaction.
• Provide leadership coverage to spa and gift shop as needed.
• Coordinate with department heads to ensure cohesive resort operations.
• Assist in training and mentoring team members across hotel, spa, and gift shop.
• Handle guest inquiries, complaints, and special requests professionally and efficiently.

Skills

Leadership

Interpersonal skills

Communication

Hotel management software

Education

Associate or Bachelor degree in hospitality management

High school diploma or equivalent

Tools

Hotel management software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Manual Labor Wayland, MI, US

Position Summary:

This position is designed to provide first-line supervision for the hotel, offering support to supervisors and managers. The Hotel Lead will also provide leadership coverage to the spa and gift shop, serving as a key player in ensuring AAA Four Diamond operational excellence across various departments. The role emphasizes operational supervision, staff support, and leadership coverage across the hotel, spa, and gift shop, providing a pathway for advancement into supervisory positions.

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people.

Humility: Know that you are equal to everyone else, no better, no less.

In this Role:

• Operational Supervision:
  • Serve as the first line of supervision for the hotel, assisting supervisors and managers in daily operations.
  • Ensure all hotel procedures and policies are followed to maintain AAA Four Diamond and GLC's high standards of service and guest satisfaction.
  • Oversee daily activities and provide direction to staff to ensure smooth operations.
• Leadership Coverage:
  • Provide leadership and support to the spa and gift shop as needed, ensuring these areas operate efficiently and effectively.
  • Address guest concerns and operational issues promptly in the absence of department supervisors or managers.
  • Coordinate with various department heads to ensure cohesive operations across the resort.
• Staff Support and Development:
  • Assist in training and mentoring hotel, spa, and gift shop Team Members, fostering a positive and professional work environment.
  • Provide guidance and support to Team Members, helping them resolve issues and improve performance.
  • Identify and address training needs to enhance TMs skills and service delivery.
• Guest Services:
  • Maintain a strong presence in guest areas, ensuring exceptional service standards are met.
  • Handle guest inquiries, complaints, and special requests professionally and efficiently.
  • Strive to enhance guest satisfaction by anticipating needs and exceeding expectations.
• Administrative Duties:
  • Assist in scheduling and workforce management to ensure adequate coverage across all departments.
  • Monitor inventory and supplies, coordinating with Supervisors to maintain adequate stock levels.
  • Assist in financial reporting and budgeting as required by supervisors and managers.
• Professional Development:
  • Participate in leadership training programs and workshops to develop skills necessary for future supervisory roles.
  • Stay updated with industry trends and best practices to continuously improve operations.
  • Demonstrate initiative in taking on additional responsibilities and projects to support resort operations.
  • All other duties as assigned.

Essential Qualifications:

• Education: High school diploma or equivalent; associate or bachelor's degree in hospitality management or related field preferred.
• Experience: Minimum of 2-3 years of experience in a hospitality or customer service role, with leadership experience preferred.
• Skills: Strong leadership and interpersonal skills, excellent communication abilities, proficient in using hotel management software.
• Customer Service: Demonstrated commitment to providing exceptional customer service and creating memorable guest experiences.
• Professionalism: Professional appearance and demeanor, with the ability to handle confidential information discreetly.
• Must hold/maintain certification with Alcohol Awareness (TIPS). If not already certified, training will be provided.
• Must hold or be able to obtain Gun Lake Tribal Gaming Commission license.

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers, and symbols.
• Ability to read, write and input data into the computer.
• Ability to stand for extended periods and work flexible hours, including weekends and holidays.
• Must have the manual dexterity to operate job‑related equipment.
• Must have the ability to access all properties and areas.
• Ability to sit with a computer for long period of time.

Work Conditions:

Work is typically in an open guest facing work space environment or out on the casino floor. Work areas may be warm, cold, humid, noisy or bright. Tasks may be required to perform from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.