Guest Service Supervisor chez Black Oak Casino Resort

SUMMARY: Responsible for the daily supervision of Guest Service Agents, Night Auditors, Bellpersons, Dual Rate Bellperson/Guest Service Agents, Resort Concierges and Pool Attendants.

Essential Responsibilities and Duties: (Specific areas of responsibility including, but not limited to)

• Ensures optimal levels of quality service and hospitality are provided to Guests.
• Supervises and processes Guest check-ins/check-outs and room assignments in accordance with The Hotel’s rate structure, discount and sell/upsell strategies. Accommodates special requests when possible.
• Ensures accurate Guest bills, deposits and payments in compliance with policies and procedures.
• Answers inquiries about Resort services and events, directions, local attractions, etc.
• Assists Guests with safety deposit boxes, additional Guest room keys, transportation, etc.
• Immediately resolves Guest complaints as appropriate to maintain Guest satisfaction.
• Maintains a positive attitude and acts in a consistently professional manner towards Guests and Team Members; training and motivating Team Members to do likewise.
• Clearly communicates to Team Members the standards of performance and their role in contributing to individual and team success. Ensures Team Members are equipped with all required training and the necessary knowledge and skills to achieve job expectations and to comply with policies and procedures.
• Evaluates the Team Member’s job performance and trains, coaches and counsels as necessary.
• Walks the operations daily in order to identify issues and to speak with and listen to Team Members.
• Creates weekly schedules, administering Team Members’ requests for time off, maintaining appropriate staffing levels and ensuring the accuracy of timesheets on a daily basis.
• Schedules and attends department meetings and trainings.
• Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans as well as updates and revisions within the policies and procedures.
• Maintains effective and useful business relationships with preferred hotel vendors, as appropriate.
• Promptly reports to Management all emergencies, injuries, missing articles, damage, mechanical problems and safety hazards.
• Writes shift reports including documentations on any incidents of theft, accidents or injuries as assigned.
• Ensures all communication containing Tuolumne Band of Me-Wuk Indians; TEDA, Inc.; Black Oak Casino; The Hotel and Guest information is consistent with privacy policies and procedures.
• Performs other duties and attends to special projects as assigned. Participates in committees as requested.