Position Summary:
As a Hotel Supervisor at our AAA Four Diamond Hotel Casino Resort, you will play a vital role in supporting the Hotel Management team in overseeing the day-to-day operations of various departments and ensuring the highest levels of guest satisfaction. You will lead by example, providing guidance and support to front-line Team Members while assisting in the execution of property goals to maintain the Casino Resort's reputation for excellence.
About Us:
At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:
Love : Love your brothers and sisters and share with them.
Truth : Be true in everything you do. Be true to yourself and to your fellow Humans.
Respect : You must give respect if you expect respect. Respect everyone, all persons, and all the things created.
Bravery : To do what is right, even in the most difficult of times.
Honesty : Be honest in every action and provide good feelings in your heart.
Wisdom : We cherish knowledge; wisdom is used for the good of the people.
Humility : Know that you are equal to everyone else, no better, no less.
In this Role:
Team Leadership:
Provide leadership and direction to hotel staff across multiple departments, including front desk, guest services, gift shop, valet/bell service and transportation.
Teach and train the proper steps of service ensuring consistency in delivery.
Foster a positive work environment that encourages teamwork and professional growth.
Operational Support:
Support the Hotel Manager in overseeing day-to-day hotel operations, including check-in/check-out procedures, room assignments, maintenance requests, and other guest services.
Address any operational issues or guest concerns promptly and effectively.
Guest Satisfaction:
Responsible for practicing, supporting, and promoting Gun Lake Casino Resort's "Unsurpassed Service" and AAA Four Diamond service standards at all times.
Ensure that all guests receive exceptional service and have a memorable experience during their stay.
Monitor Guest feedback and respond to inquiries, requests, and opportunities in a professional and timely manner, striving to exceed expectations.
Standards Compliance:
Establishes and ensures compliance of departmental policies, practices procedures in accordance with Gun Lake Casino's Core Values (The 7 Grandfather Teachings), while maintaining AAA 4-Diamond service standards.
Conduct regular inspections and audits to ensure cleanliness, safety, and quality standards are met throughout the property.
Communication:
Facilitate clear and effective communication between departments, especially Housekeeping regarding room availability and status, ensuring seamless coordination and cooperation.
Keep the Hotel Manager informed of any significant issues, developments, or opportunities for improvement.
Training and Development:
Assist in training new hires and providing ongoing training and development opportunities for existing staff.
Foster a positive work environment that promotes teamwork, collaboration, and continuous learning.
Problem Solving:
Proactively identify and address operational challenges, seeking solutions to improve efficiency, productivity, and guest satisfaction.
Handle guest opportunities and resolve conflicts with professionalism and diplomacy.
Inventory:
Assist in managing inventory levels and ordering supplies (guest key cards and key packets, etc.) to ensure adequate stock levels while minimizing waste and controlling costs.
Coordinate with Purchasing and suppliers to ensure timely delivery of goods and services.
Safety and Compliance:
Ensure compliance with all health, safety, and regulatory requirements.
Enforce policies and procedures to maintain a safe and secure environment for guests and Team Members.
Guest & Team Member Interactions:
Collaborate with Housekeeping team to understand guest preferences, challenges, receive feedback, and adjust to enhance the overall guest experience.
Handle any Team Member or Guest opportunities.
Evaluate, oversee, and provide coaching opportunities regarding job performance of Team Members.
Provide ideas for the continuous improvements in Team Member Engagement and Guest Satisfaction, while achieving annual targeted retention levels for the department.
Foster a positive and collaborative work relationship with teams from Catering & Sales, Housekeeping, Food & Beverage, Marketing, Internal Maintenance, Facilities, Security, Warehouse, Laundry, as well as third party vendors.
All other duties as assigned.
Essential Qualifications:
Two (2) years of previous experience in a supervisory role with a focus on guest service, in a full-service hotel required; preferably experience in a luxury hotel or a resort environment. Relevant experience in a service-related industry may be considered in lieu of hotel supervisory experience.
Must be at least 21 years of age.
Knowledge of hotel operations, including front office procedures, reservations, and housekeeping standards.
Proficiency in hotel management software and systems required.
Proficiency in hotel management software and systems such as, Versa, Duetto, Delphi, Delphi Diagrams and MS Office preferred.
Strong leadership and interpersonal skills with the ability to motivate and inspire a diverse team.
Excellent communication and problem-solving abilities.
Ability to clearly present information through the spoken or written word; talk with customers or team members; listen well.
Ability to fluently read, write and understand English.
Must possess or be able to obtain a TIPS (Training for Intervention Procedures by Servers of alcohol) certification card.
Must possess or be able to obtain the Driver's License designation of Chauffeur.
Availability and willingness to work extended hours including nights, weekends, and holidays as business requires.
Ability to work in a fast-paced, busy, and stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
Maintain a positive attitude toward work and engage with guests in a friendly and polite manner.
Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
Physical Requirements:
Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
Ability to read, write and input data into the computer.
Ability to climb, bend, reach, walk, and stand for the duration of the shift.
Manual dexterity to operate job-related equipment.
Must be capable of lifting 50lbs with or without assistance.
Requires normal sense of smell, taste, touch, and hearing.
Ability to sit and work on a computer for long periods of time.
Work Conditions:
Work is typically in an area which may be unusually hot, cold and/or noisy and may contain second-hand smoke. Work may be performed in small area with a 3 ft. wide access. Tasks performed from a sitting or non-sitting position. Performance of job duties will require standing, walking, lifting, reaching, pushing, pulling, and grasping. These tasks include the maintenance and care of assigned area. Work may entail trained chemical usage. Constant contact with fellow Team Members and Guest.
Disclaimer and Conditions of Employment:
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.
Indian Preference:
The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.
Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.
