Guest Services Supervisor

Position Summary

The Guest Services Supervisor, under the direction of the on-site Hotel Manager, 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

• 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 maintain room blocks.
• Track internet reservations and cancellations for accuracy.
• Ensure daily and emergency reports are done.
• Review discrepancy reports from housekeeping and the Property Management System (PMS) and correct errors as needed.
• Oversee promotional items and office inventory.
• Print gaming offers for hotel stays.

Additional Responsibilities

• Communicate with Group Sales and 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 and typing; frequent standing, walking, sitting, use of near/midrange/far vision, depth perception, and field/color vision; occasional carry/lifting, pushing/pulling, stooping, kneeling, 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 workload 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.

This response is AI-generated, for reference only.