Guest Service Supervisor

JOB SUMMARY:

The Guest Services Supervisor is responsible for the overall operation of the Transportation Department. All functions will be performed within the guidelines of the Saracen Casino Resort policies and procedures, Internal Control Standards and objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Handles all aspects of the transportation operation including the valet area and lots during limo and shuttle services.

• Ensures Front Services staff behavior and appearance are in compliance with established policy.

• Ensures customer's problems/complaints are handled in an effective, courteous manner.

• Directly supervises staff.

• Responsible for scheduling breaks and maintains employee break records.

• Handles on-site vehicle damage reports.

• Provides excellent customer service to all patrons and communicates in a pleasant, friendly, and professional manner at all times. Maintains a professional work environment with supervisors and staff.

• Meet the attendance guidelines of the job and adhere to regulatory, departmental, and company policies.

• Attend all necessary meetings.

• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule.

• Provides exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintains a professional work environment with all staff.

• Meets the attendance guidelines of the job and adheres to regulatory, departmental, and company policies.

• Attend all necessary training meetings.

• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule.

• Outstanding example of and a credit to Saracen Casino Resort.

QUALIFICATIONS/REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily.

• Must be a minimum of 21 years of age or older upon employment.

• High school diploma or equivalent required. Associates degree preferred.

• Strong supervisory, interpersonal, telephone and service oriented skills required.

• Minimum one-year supervisor experience required.

• Valet or related guest service experience preferred.

• Previous customer service experience preferred.

• Must have proficient computer skills.

• Ability to: define problems, collect data, establish facts and draw valid conclusions.

• Must possess and maintain a valid driver's license. Applicants must be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier.

• Must possess excellent communication skills.

• Ability to write routine correspondence and to speak effectively to the public, employees and customers.

• Must have the ability to deal effectively and interact well with the customers and employees.

• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

• Must be able to be approved for and maintain a valid gaming license.

• Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.

• Work nights, weekends and holidays as required.

• Employment is contingent upon a favorable outcome of a background investigation and drug screening.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be physically mobile with reasonable accommodations and be able to maneuver to all areas of the casino.

• Must be able to tolerate areas containing secondary smoke, high noise levels, bright lights and dust.

• Must be able to work in all types of weather conditions.

• Adequate manual dexterity to operate office equipment.

• Light lifting.

• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Saracen Casino Resort is an equal opportunity employer.