Guest Experience Supervisor -F/T

Job Description Summary

The Guest Services Supervisor works closely with Guest Services Managers to ensure department staff consistently follows the highest level of our ACE values standards to create an extraordinary experience for our guests.

Essential Duties and Responsibilities (other duties may be assigned)

• Assist management with the coordination and execution of various tasks, trainings, and meetings to ensure the proper and efficient operations of the Guest Experience Department.
• Prepare for various departmental trainings through planning, organizing, and executing according to the needs determined by the department(s).
• Develop and grow team members through continued service training, orientations, ongoing feedback, and conducting quality assessment reviews.
• Respond to customer service surveys professionally and on time, achieving positive guest/problem resolution.
• Analyze customer service surveys, and provide input/ recommendations to management for continual training development of the company.
• Recognize team members mentioned in guest surveys for exemplary service through internal reward systems and communications to aid in team member retention.
• Communicate with department heads through various methods to coordinate meetings and trainings for the ongoing effort of growth in the company.
• Participate in the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment.
• Must comply with all applicable Agua Caliente Casinos system of Internal Controls, Standard Operating Procedures and all Tribal Regulations.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

HR Related Forms

Required Education and/or Experience

• 3 years of customer service experience working in a luxury brand hotel, resort or casino.
• Previous supervisor experience preferred
• Must have excellent organizational skills, be computer literate, have the ability to work with all departments, and have excellent customer relations skills.
• Must have good oral and written communication skills.
• Must be able to communicate in English.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.  Also, may be subjected to a smoke-filled environment.

Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, calculator, general office equipment and multi-line telephone.