GUEST SERVICES SUPERVISOR
HOURLY POSTION: $22.59/HR
Must be flexible to work day/swing/overnight shifts including weekends and holidays
PURPOSE:
Under the direction of the Marketing Operations Manager, the Guest Services Supervisor is responsible for all Guest Services Club Functions in a service focused manner. Train, develop, supervise, and review all Guest Services and Bus Coordinator Team Members. Effectively communicate information to guests and all Naskila Management and Team Members.
SUPERVISORY SCOPE:
This position directly supervises:
Position
Marketing Coordinator
Guest Services Lead
Guest Services Representatives
Bus/Transportation Coordinator
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
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Develops and directs all Guest Services outlets, Player’s Club and Gift Shop.
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Maintains appropriate staffing levels by interviewing, training, scheduling, evaluating, promoting, disciplining and terminating Team Members as needed.
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Facilitates the flow of information, by organizing and presiding over regularly scheduled meetings with Guest Services Department.
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Actively promotes and coaches Guest Service department Team Members on Naskila Way Guest Service standards; responsible for monthly team spotlights.
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Held accountable, to a high degree, for maintaining accurate and thorough departmental records and reports.
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Responsible for maintaining a consistent attendance record for the team.
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Inventories and maintains an adequate stock of supplies for use in all areas of Guest Services.
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Assists in ordering of all necessary supplies/inventory of Gift Shop.
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Ensures a high level of guest satisfaction is maintained and decides upon outcome of any guest disputes that cannot be handled by the Guest Services Representatives.
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Assists in developing and implementation of promotions, gift giveaways, off property events, etc.
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Supports and directs Bus Coordinator and assists as needed with scheduling/greeting bus groups; also assists with reporting on group manifests and daily counts.
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Responsible for maintaining consistent, regular attendance records.
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Attend marketing meetings as a source of knowledge concerning the participation of Guest Services Team Members in upcoming promotions.
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Other duties as assigned.
REQUIREMENTS:
Education and Experience:
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High School Diploma/GED.
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A minimum of three (3) years of supervisory/management experience in a front facing hospitality environment; or a minimum of two (2) years’ supervisory combined with one (1) year in a guest services role in a gaming facility.
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Combination of education and work experience may be considered.
Skills and Abilities:
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Creative problem-solving skills and high level of initiative.
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Computer literate in Microsoft Office software.
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Demonstrate ability to work under pressure.
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Good written and oral-communication skills.
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Excellent guest service skills.
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Ability to answer multi-line phone system.
PREFERRED:
Education and Experience:
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Knowledge of retail industry.
REQUIRED TRAINING:
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New Team Member Orientation
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Team Member Policy Handbook
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Department Policy Handbook
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Guest Service Standards
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Any position related training deemed necessary by Department Manager
CONDITIONS OF EMPLOYMENT:
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Must possess sensitivity to the Native American culture.
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Must be a minimum of 18 years of age.
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Must be able to obtain and maintain a Gaming License.
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Must comply with all Naskila Casino Policies.
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Must successfully complete an Introductory Period.
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Must be able to communicate and interact with Guests, fellow Team Members, and Management in a professional and courteous manner.
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Must follow all Safety Rules and Regulations.
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Must adhere to Dress Code and Appearance Policies.
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Must maintain and wear uniform provided by Naskila Casino, if applicable.
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Practice good personal hygiene.
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Must be willing to work all shifts, weekends, and holidays as deemed necessary by the Department Manager.
GUEST SERVICE EXPECTATIONS:
In support of our Brand Promise all Team Members will be expected to provide an Exceptional Entertainment Experience. Team Members will specifically:
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Delight Our Guests
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Pay Attention to Details
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Help Other Team Members Succeed
