Description
Pay Rate: $70,761/yr. (depending on experience)
Shift: Varies
Type: Full Time/Exempt
PURPOSE
The Guest Service Supervisor is responsible for supervising and overseeing the Guest Service Representatives team, ensuring that daily operations run smoothly. Acts as the point of contact in the absence of the Manager, making decisions related to day-to-day operations and resolving guest service conflicts. Ensures high standards of guest service and team performance are maintained.
SUPERVISORY SCOPE
· Guest Service Representatives
ESSENTIAL DUTIES / RESPONSIBILITIES
· Supervision and Team Leadership: Supervise Guest Service Representatives (GSRs) to ensure smooth daily operations, efficient team performance, and high guest service standards.
· Staff Development and Performance Reviews: Lead staff training, development, and performance evaluations, including 90-day and annual reviews, to ensure department goals are met.
· Reservation Management: Coordinate hotel and service reservations, including food & beverage outlets, events, spa reservations, and shuttle services, managing high call volumes and guest requests.
· Process Development and System Implementation: Collaborate with the Guest Service Manager to design and implement the property reservation system and improve department processes for enhanced efficiency and guest satisfaction.
· Guest Support and Troubleshooting: Troubleshoot and resolve guest issues, including technical problems (Wi-Fi, TV, in-room safes) and escalate as needed to the appropriate departments.
· Escalation and Issue Resolution: Serve as an escalation point for guest and internal department issues, ensuring quick and effective resolution.
· Record Keeping and Reporting: Maintain accurate records, including guest comment logs, reservation data, and departmental reporting metrics.
· Marketing and Event Support: Support marketing promotions and events, assisting with outbound communications and ensuring timely execution.
· Data and Compliance Management: Ensure compliance with operational procedures, including securely handling sensitive guest information and credit card data. Maintain accurate guest contact details while adhering to data protection policies and performing administrative tasks such as filing, scanning, and reporting.
· Security and Safety: Assist with safety and security by alerting Security to potential problems or emergencies and ensuring guest safety at all times.
Other Duties: Perform other responsibilities as assigned to support departmental and organizational goals.
Requirements
Education and Experience:
· Two (2) years of experience in a customer service or hospitality environment.
· One (1) year experience in a call center environment.
Skills and Abilities:
· Leadership and Team Development: Strong leadership skills with the ability to motivate, train, and evaluate team members to ensure high performance, operational efficiency, and excellent guest service.
· Guest Service and Conflict Resolution: Skilled in resolving guest issues calmly and effectively, handling confrontational situations, and ensuring guest satisfaction through problem-solving and de-escalation.
· Communication and Interpersonal Skills: Excellent verbal and written communication, with a clear, easily understood voice and the ability to engage effectively with guests, team members, and management in English.
· Technical Proficiency and Administrative Skills: Proficient in Microsoft Word, Excel, and data entry. Familiar with property management systems and able to handle administrative tasks with accuracy.
· Time Management and Adaptability: Capable of managing multiple priorities simultaneously, adapting quickly to changing situations, and maintaining focus and professionalism in a fast-paced environment.
· Attention to Detail and Organization: Strong organizational skills with a focus on accuracy, ensuring guest records, operational data, and reporting are meticulously maintained.
· Guest Experience Focus: Dedicated to providing personalized and exceptional guest experiences, anticipating needs, and resolving concerns to enhance overall satisfaction.
· Property-Wide Support and Information Gathering: Actively gather, analyze, and communicate critical information to support the entire property, including both casino and hotel operations. Collaborate with various departments to ensure smooth daily operations, identify trends, and contribute to strategic decision-making.
PREFERRED
Education and Experience:
· One (1) year of experience leading others in a supervisor or lead role.
· One (1) year hotel reservation or PBX experience.
· Experience with resolving telecommunication technical issues and managing call volume to optimize workflow in a fast-paced environment.
· Experience with AAA or Forbes Service Standards.
Skills and Abilities:
· Experience interacting with English as second language learners.
· Bilingual
Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.
