Guest Services Supervisor - Casino supervises the bell, door, and valet functions and assists when short staffed. Resolves all guest requests, or problems. Being a Guest Services Supervisor - Casino escalates any serious issues to manager and coordinates the solutions. Requires a high school diploma or equivalent. Additionally, Guest Services Supervisor - Casino typically reports to a manager. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
People want to work with a person, not a company. PCH is a community of people; associates, guests and ownerships. It is a relationship, built upon common purpose and values. It’s more than a job, a guest experience, or a business investment. Together, we are making a difference in people’s lives. ~Tony Davis, President
· Serve as a liaison between the Property Manager and the Guest Services Team, ensuring effective communication and coordination of tasks and responsibilities. |
· Conduct training sessions for new Guest Service Ambassadors, equipping them with the necessary skills and knowledge to deliver exceptional customer service. |
· Develop a deep understanding of guest expectations and anticipate potential issues to proactively prevent complaints and enhance customer satisfaction. |
· Respond to customer requests and complaints in a professional and polite manner, going above and beyond to guarantee a positive experience for all visitors. |
· Follow up with the Property Manager on important matters, providing updates and status reports as required. |
· Manage incoming phone calls, addressing inquiries, concerns, and requests from customers in a helpful and efficient manner. |
· Assist customers with various needs, including providing directions, handling gift card sales, VIP signups, stroller rentals, and grand savings card sales. |
· Manage corporate sales of gift cards, maintaining accurate records and ensuring smooth transactions. |
· Maintain and update master reports, including records for groups, bus visits, gift cards, strollers, and grand savings cards, for efficient data management. |
· Track and apply various discounts, such as AAA, AARP, VIP, Military, and Student discounts, to provide accurate billing and enhance customer satisfaction. |
· Regularly monitor the Food Court for safety issues and cleanliness, addressing any concerns promptly to maintain a pleasant dining environment. |
· Oversee the sign-in and checkout process for vendors visiting the property, ensuring proper access and security measures are followed. |
· Receive and prioritize all incoming service requests, promptly dispatching them to the appropriate personnel for timely resolution. |
· Manage insurance files and records for vendor coverages, maintaining accurate and up-to-date information. |
· Keep track of the contractor/vendor spreadsheet, ensuring that vendor information and contracts are organized and accessible. |
· Responsible for sending notification letters to vendors thirty days before the expiration of their insurance certificates to maintain compliance. |
· Update Vendor Certificate of Insurance (COI) information on the shared drive to provide easy access for all relevant parties. |
· Update Food Court TVs with time-sensitive artwork and advertisements to promote events and offers effectively. |
· Provide administrative support to the management team as needed, assisting with various tasks and projects. |
· Serve as support staff for events as directed, contributing to the seamless execution of successful events at the property. |
Our Benefits Include:
Comprehensive Health Insurance – Medical, Dental, Vision, as well as Voluntary Benefits including Short Term/Long Term Disability and Supplemental Life Insurance
401K with Company Match
Employer Paid Life Insurance
Complimentary Employee Assistance Program
Paid Time Off to include Vacation, Personal, Sick, & Holidays
Discounted Hotel, Spa, Golf, Retail, and Food & Beverage
Tuition Reimbursement Program
PCH University & Professional Development Series
Associate Referral Program
Our Culture:
Our team embodies service that spans beyond typical hospitality. Both warm and authentic, we are a team committed to excellence. Our benchmark is our genuine care for others. For this reason, we love coming to work to create new experiences every day. The secret sauce to our successful recipe: Put people first.
We celebrate our places. We encourage independent thinkers who fill their workspaces and properties with joy. PCH Hotels & Resorts creates experiences, connections and traditions through generations of storytellers.
PCH Hotels & Resorts brings the heart and soul to hospitality. Our core values are the foundation of everything we do!
You belong here. Join the PCH Hotels & Resorts family, where we put people first.