Hotel - Hotel Guest Services Supervisor

4 days ago

Florence, United States Three Rivers Casino & Hotel Full time

Job Type

Full-time

Description

The Hotel Guest Services Supervisor oversees the daily operations of the Hotel Front Desk and Gift Shop, including reservations and telephone services, ensuring Team Members are meeting Three Rivers Casino and Resorts Service Commitments.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Supervises the Front Desk and Telephone Specialist Team Members, working alongside the Team, observing guest interactions, resolving guest concerns and preventing discrepancies.
  • Prepares schedules and delegates work for the Team, taking into consideration workload due to coupon mailings, special events, etc.
  • Hires, trains and develops the Team, making recommendations to Management regarding additional training needs, evaluations and corrective actions.
  • Communicates with Team Members in order to resolve personnel problems and discuss solutions. Prepares Team Member paperwork, work schedules and payroll information, submitting for review in a timely manner.
  • Ensures compliance with company standards for performance, service to patrons, licensing laws, health and safety and other statutory regulations.
  • Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
  • Ensures all management directions and guest special requests or needs are properly noted in the Hotel Booking System for action by the appropriate hotel department prior to check-in.
  • May assist in setting up and managing hotel blocks.
  • Follows up on guest history, group block pick-ups and cut off dates.
  • Audits daily reservations, night audit paperwork, and ensures coupons are entered accurately in the patron management system.
  • Makes any necessary billing corrections/adjustments as well as any coupon corrections in the patron management system.
  • Stays current on room rates, room availability and emergency procedures.
  • Orders supplies and equipment as needed in accordance with Casino procedures.
  • Maintains confidentiality and discretion in communications of Team Member and guest's personal information.
  • Maintains awareness of, and effectively communicates to other staff, company promotions, events and programs.
  • Provides information and explains Players Club benefits, property amenities & marketing programs to our guests.
  • Responsible for promoting the hotel core values: Honesty, Personal Integrity, and Team before Self.
  • Assists gift shop with monthly inventory
  • Other duties as directed by management.
WORK ENVIRONMENT

While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.

PHYSICAL REQUIREMENTS
  • Must be able to sit, stand and/or walk for up to 10 hours.
  • Must be able to carry, reach, twist, bend and squat frequently.
  • Must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds with assistance as needed.
SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 "Be Kind. Always." Your commitment will help us meet our Purpose.

EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.

Requirements

EXPERIENCE, EDUCATION AND ELIGIBILITY
  • Minimum age requirement for this position is 21 years old.
  • High School Diploma or equivalent preferred.
  • Must have 1 year experience working in a Hotel or equivalent combination of education and experience pertaining to the role responsibilities.
  • Must have 2 years' experience in a leadership role.
  • Intermediate understanding of computer programs, including all windows applications required.
  • Must have a valid driver's license.
  • Ability to work without supervision, to organize and track multiple projects with large amounts of detail.
  • Ability to meet deadlines, and work well in pressure situations.
  • Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
  • Comply with pre-employment, random and reasonable suspicion alcohol and drug testing.
  • Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission.
  • Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.


Salary Description

$23.00 hr

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