Guest Services Shift Supervisor

Hotel Guest Service And Hotel Transportation Supervisor

Supervises all activities on assigned shift in the Hotel Guest Service and Hotel Transportation Departments for the Resort;
Valet Attendants, Valet Attendant Leads, Transit Drivers, Shuttle Coordinators, Vehicles Maintenance along with the Vehicle Motor Pool and also assist Bell Staff, and Traffic Control when needed. Provide these departments with Leadership whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino.

Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians
  - State of Washington Gaming Compact, Internal Controls, NIGC Regulations and Northern Quest Resort and Casino Policies and Procedures.
• Assists with developing policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place.
• Arrives early enough to facilitate a smooth transition from the previous shift.
• At the beginning of the shift familiarize self with the following:
  Staffing for day's activities/special events;
  Cleanliness of work area for guest first impression
• Conduct pre-shift meeting daily with staff to discuss and check:
  Daily activities and/or special events;
  Proper dress code as stated in the employee handbook;
  Distribution of daily work logs, informational guides, etc. for current business day
• Oversee the activities of the Hotel Guest Service and Hotel Transportation Team Members.
• Ability to deal with under pressure situations in all aspects of the Hotel Guest Service and Hotel Transportation areas.
• Handle complaints and refers unresolved issues to immediate supervisor.
• Accurately completes required paperwork and reports
• Attends department and team meetings to ensure effective communication.
• Responsible for maintaining a good attendance record.
• Ensure control/protection of company assets.

Supervises the following positions on appointed shift:
Valet Attendants, Valet Attendant Leads, Transit Drivers, Shuttle Coordinators, Vehicles Maintenance along with the Vehicle Motor Pool and also assist Bell Staff, and Traffic Control when needed and can act as a relief for all positions.

Supervises the following areas:
Vehicle Maintenance Shop, Valet Parking Area, Main Entrance Valet Staging area, Resort Entrance Staging Area, Shuttle Parking area, Transportation Office, Valet Garage Office, Motor Pool Staging area.

Spends a portion of your shift working with team members you are overseeing in their tasks (i.e. drive vehicles, work the entrance, answer phones and clean vehicles)

Confirm all Guest Service team members adhere to Kalispel Hospitality, as well as Forbes Four Star and AAA Four Diamond standards.

Conduct interviews, reviews, and disciplinary action as necessary.

Ensure properly trained staff is present to service the guest and that the necessary timely performance of hotel interrelated functions are expeditiously completed.

Delegates/follows-through any needed or related tasks to subordinates.

Completes all dates/prioritized goals and objectives in a timely manner.

Monitors staffing levels with emphasis on increasing efficiencies and productivity through improving work schedules and work practices.

Ensure all call-ins are to be replaced and approved by a Guest Service Supervisor or Manager.

Reviews Attendance and Centralized Scheduling/Payroll Exception Reports.

Available and willing to work any changes in hours deemed necessary for Business Levels.

Researches and develops resources that create timely and efficient workflow.

Coach and counsel team members whenever needed in our department and make recommendations to the Front Desk Manager for issues with the bell and door staff.

Have completed resort knowledge and the ability to answer guest's questions successfully.

Maintain a positive and upbeat attitude and appearance.

Handle all guest complaints quickly and appropriately.

Works to ensure that "special requests" of the guest are properly handled.

Adhere to department standards and AAA standards for a 4-Diamond Resort.

Keep all Team Members well informed on events and procedures as it relates to their position.

Ensures customer satisfaction throughout the property by observing and expeditiously reporting deficiencies to department heads; and if the situation warrants, directly intervening to rectify the problem.

Observes service levels and cleanliness throughout the hotel and quickly reports deficiencies.

Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness and saleable presentation is well maintained.

Any other function or task necessary for customer satisfaction and service directed by senior management.

Monitors that the training for all Hotel Guest Service and Hotel Transportation Team Members in all aspects of their position is completed and conduct re-training when necessary.

Has a working knowledge of the casino, guest service, and transportation…