Guest Services Supervisor- Petoskey

Odawa Casino Resort

Job Description

Job Title:Guest Services Supervisor

Reports To:Director of Marketing

Department:Guest Services

Minimum Pay Rate:$20.00 per hour

Payroll Code:GSSP

Pay Grade:MRK4

Creation Date:07/29/2019

Revision Date:01/01/2024

Job Summary: Responsible for supervising the operation of the Players Club program and Guest Services Representatives; assists with the daily operations of the Marketing Department.

Primary Duties & Responsibilities:

• Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort.
• Greet all guests and Team Members in a friendly, open manner.
• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Provides consistent, prompt and courteous guest service at all times under any conditions.
• Creates a friendly, comfortable and exciting atmosphere for our guests.
• Recognize and greet frequent guests.
• Assists with the execution of promotions, guest satisfaction and providing a positive work environment with active leadership.
• Assists with all activities of the Players Club, including new member enrollment, club functions, coupon distribution, card usage, direct mail program, issuing complimentaries and accuracy of information being entered into the Players Club system.
• Assists with the resolution of guest problems/complaints in an effective and courteous manner.
• Recommend merit increases, evaluates performance, creates and adjusts performance standards.
• Ensures proper staffing levels that provides high standard of service with minimum labor hours; manages staff behavior and appearance to ensure compliance with established standards; ensures that all applicable personnel paperwork is completed and forwarded to Human Resource Department.
• Provides consistent, prompt and courteous guest service at all times under any conditions while maintaining a friendly, comfortable and exciting atmosphere.
• Conducts a professional manner at all times and ensures all Team Members provide the same service and attitude; responsible for superior customer service by the Guest Services staff; addresses issues of Guest Services staff immediately.
• Develops, maintains and implements a training regimen for Guest Services Representatives and all others as assigned.
• Assists in preparation of monthly reports to include short- and long-term goals, summary of monthly activities.
• Accountable for properly training staff to protect the assets, integrity, and operation of Odawa Casino Resort.
• Attend all meetings as required.
• Complete all required training satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Performs all other duties as assigned within the scope of the position.

System Access: Synkros, Forms Database, MS Office Suite, ADP, ACWeb, and ATS

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1. A fun, rewarding, safe, and consistent environment for our Team Members.
2. A warm reception, welcoming environment, and friendly atmosphere.
3. An optimal entertainment experience through exceptional service.
4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.
5. A contribution and connection to the community.

Minimum Qualifications:

• Must have a high School diploma or equivalent and two (2) years of hospitality industry related experience, including one (1) year supervisory experience in this field, or an equivalent combination of both education and experience.
• Must have basic math skills.
• Must read, write and speak English fluently.
• Good organizational and communication skills to include verbal and written.
• Advanced typing skills required.
• Must be able to handle busy and stressful situations; presents knowledgeable decisions to guests regarding explanation of services and tactfully resolve disputes and other complaints.
• Maintains lines of communication with other departments.
• At times, will require significant standing and speaking.
• Must have the ability to work with little or no supervision.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• Exposure to a smoke-filled environment with loud and continual noise levels.
• Must be flexible with shift and days off with ability to work overtime, weekends, holidays, special events, etc., as needed.
• Must be able to obtain and maintain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.

Preference: Applies to Native Americans in accordance with applicable tribal law.