Guest Service Dual Rate Supervisor

Location: Ocean Shores

JOB PURPOSE:

As a Guest Service Agent: Perform Front Desk Operations. Provide Front Desk service to all guests requiring information, registration, and check out. Ensure response to guest's needs are timely and accurate in meeting request and demands where and when appropriate. Provide a positive and memorable hotel experience for every visitor to Quinault Beach Resort & Casino. Make hotel event reservations in a timely and courteous manner.

In addition, the GSA works to establish rapport with routine VIP's and callers to QBRC. The GSA is also a property information specialists and directs guests and/or vendors to appropriate departments, rooms, or individuals for request and follow up.

As a Supervisor: The Front Office Supervisor oversees the operation of the Front Desk

ESSENTIAL JOB FUNCTIONS:

• Provide and deliver excellent customer service for all internal and external customers at all times and in all activities.
• Establish and maintain effective working relationships with all internal and external customers of Quinault Beach Resort & Casino. Develop solutions for customer concerns and continually focus on customer service.
• Able to perform all front desk agent functions and tasks (refer to front desk agent job description).
• Daily supervision, training, motivation, discipline, and development of front desk staff.
• Train and enforce the standards and procedures with measurable results.
• Continuously update standards and procedures, sell strategy board, and resume clipboards.
• Satisfy guests with problems and or complaints.
• Supervise the daily completion of shift tasks.
• Maintain good communication with Housekeeping and Reservations.
• Complete tasks requested by groups or contact group sales to accommodate their needs.
• Juggle inventory to correct availability.
• Make sure all staff gets their proper breaks.
• Must be able to be part of the Fire Team, ability to use fire panel and announcement system
• Supervise evacuation of hotel when necessary, keeping guests and employees informed and calm.
• Ensure that all clerks balance work at end of day.
• Keep updated on employee payroll and send staff home if overtime becomes possible.
• Participate in cross training in audit.
• Enforce uniform, grooming and etiquette standards.
• Monitor key inventory, safe deposit control, and general supplies.
• Monitor blocking, out of order rooms and communication with other departments.
• Enter a guest room reservation properly.
• Comply at all times with Q  standards and regulations to encourage safe and efficient resort operations.
• Maintain a neat and organized work area.
• Report to work well-groomed, on time, and in a department-issued uniform.
• Attend meetings as scheduled and requested.
• Other duties as required.

ACCESS TO SENSITIVE AREAS: None

WORKING CONDITIONS:

• Must be able to work in a smoking environment.

Required:

• High School diploma or equivalent.
• (1) One year of Hotel Front Desk Experience.
• (1) One year of Customer Service experience in a Hospitality Environment.

• Must be able to cover any shift on short notice.

• Ability to train, motivate, and interact with other managers and coworkers.

• Demonstrate ability to handle guest complaints, problem solve, and deal with difficult situations.

• Basic understanding of accounting principles and front office.

• Ability to document and pass on information to other employees and departments.

• Ability to handle multiple tasks in a timely fashion.

• Computer literate.

• Ability to communicate effectively with the public and other employees.

LICENSE REQUIREMENTS:

• Valid driver's license
• CPR Certification within ninety (90) days of employment.

PHYSICAL/MENTAL REQUIREMENTS: (
* Constantly, Frequently, Occasionally)

While performing these job duties, the employee is regularly required to:

• Stand for the complete shift and able to lift up to fifty (50) lbs.

• Frequently use hands and arms to grasp, reach, lift and/or move up to thirty (30) pounds.

• Occasionally sit, stoop, kneel, crouch or crawl.

• Occasionally lift items overhead weighing up to twenty-five (25) pounds.

• Demonstrated ability to effectively communicate with guest (talk and hear).

• Evening, shift work, holiday and/or weekend work may be required. Extended hours and…