Saganing Guest Services Supervisor

Join to apply for the Saganing Guest Services Supervisor - 2436 role at Soaring Eagle Casino & Resort

Posting:
Open to Public
Pay Rate: $17.61

Under the supervision of the Saganing Guest Services Director, oversee the Players Club, Transit, and Guest Services operations by ensuring it operates professionally, is consistent with policy, and represents service excellence for guests and team members.

• Provide daily leadership to the Guest Services team members; give direction and guidance on productivity and efficiency while maintaining a high level of service.
• Handle timecards for all subordinate positions, including missing punches, schedule adjustments, overtime approval, leave slips, and dual‑rate/no‑tip reports.
• Track attendance‐related occurrences for accuracy and ensure timely issuance of occurrences and removals.
• Conduct or provide proper training for all team members.
• Prepare annual performance evaluations of Guest Services team members.
• Provide input to management in the annual budget process and recommend capital expenditures for all Guest Services operations.
• Identify safety and sanitary issues regarding guests as needed.
• Ensure financial transactions are properly documented and processed.
• Monitor and order uniforms, supplies, and related items.
• Conduct daily pre‑shift meetings to discuss activities, special events, and distribute work logs and guides.
• Review daily logs to capture updates from the previous shift and follow through on necessary actions.
• Address guest complaints before passing them to higher management; respond to guest questions.
• Monitor all guest interactions, including scripted greetings and farewells.
• Train and enforce property guidelines relative to the Motor Vehicle Users Handbook.
• Investigate and complete required documents with Risk Management and Security for accidents involving guests, team members, or company assets.
• Report guest losses to Security and document information in the guest account; report problems or unusual circumstances promptly.
• Support Players Club promotional efforts; plan, execute, and complete all accompanying paperwork.
• Remain on‑call during promotions or special events; keep the promotion area clean and ready.
• Receive motor coach tour calls, assist in scheduling, and implement check‑in procedures for day tours.
• Identify VIP players and ensure they receive maximum earned rewards.
• Perform duties as Players Club Representatives as needed.
• Practice Saganing Hospitality Rules with every internal and external guest.
• Maintain a pleasant environment by disposing of trash, cleaning spills, and keeping work areas organized.
• Provide excellent customer service to all internal and external customers consistently; focus on customer service as a top priority.
• Maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• Note:
  
  The duties and responsibilities are not all‑inclusive and may change according to organizational needs.

• High School Diploma or GED.
• Must be 18 years of age.
• Three years of guest relations or players club experience.
• Ability to work all three shifts.
• Must obtain and maintain a gaming license or pass a background check to meet employment eligibility requirements.

• Associate degree.
• One year in a supervisory capacity.

• Valid State of Michigan driver’s license with the required designation for the vehicle used, and coverage by SCIT auto liability insurance; a Tribal driver’s license is required if a Motor Pool Vehicle is used.
• Native American preference shall apply to all positions.

• Efficient and effective development, management, and monitoring of program budgets.
• Knowledge of guest service and human resources policies and procedures.
• Problem‑solving, human relations, and time‑management skills.
• Operating business computers and office machines (Windows, Word, Excel, Access, PowerPoint).
• Preparing, reviewing, and analyzing operational letters and financial reports.
• Supervising, training, and evaluating assigned team members.
• Effective verbal and written communication skills.
• Ability to establish and…