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The Guest Services Supervisor position is for assisting the Guest Services Manager in overseeing the overall guest services operations. Additionally based on business needs, the Guest Services Supervisor will be assigned to assist in guest services operations. All Guest Service Team Members are expected to meet or exceed Graton Resort & Casino guest service standards in all aspects of their job duties.
Essential Functions:
1. Responsible for practicing, supporting and promoting Graton Resort & Casino's Company-wide culture and demonstrating Graton Resort & Casino's Service Standards at all times.
2. Ability to supervise a fast paced call center environment, leading by example in all aspects of the Guest Services Supervisor role.
3. Work with the Guest Services Manager to develop Guest Services Representative Team with a goal of continually improving the guest experience.
4. Analyze and make recommendations on guest service operations with a goal of continuous improvement.
5. Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
6. Thorough understanding of the Graton Rewards programs and benefits including tier benefits.
7. Build a positive rapport with all manner of guests over various channels of communication, including but not limited to phone, text, email and web chat.
8. Ensure that all communications with guests (both internal and external) result in a pleasant experience for the guest.
9. Apply proper communication etiquette to satisfy various guest situations and requests.
10. Respond to Guest inquiries professionally, courteously, and promptly through all communication channels.
11. Follow up on and ensure closed loop completion of all guest service inquiries and/or guest opportunities.
12. Make guest reservations in the property's computer system for hotel rooms, spa appointments, and dinner reservations.
13. Provide general administrative support with Marketing, Promotions, Events and other departments.
14. Utilize several different software applications, including but not limited to, specific call center software, Microsoft Office products (Excel, Word, Outlook, etc.), as well as other applications.
15. Quickly and accurately input information into various software systems.
16. Assist in maintaining accurate contact information for Guests.
17. Be knowledgeable of all aspects of Graton Resort & Casino, including, but not limited to: promotions, entertainment, dining and spa hours and offerings.
18. Work with Casino hosts in following up with higher level Tiered Players.
19. Update directory and calendars on a frequent basis.
20. Process return mail by correcting and updating addresses.
21. Assist in Casino Player information.
22. Other duties and responsibilities as assigned.
Job Description
Position Summary:
The Guest Services Supervisor position is for assisting the Guest Services Manager in overseeing the overall guest services operations. Additionally based on business needs, the Guest Services Supervisor will be assigned to assist in guest services operations. All Guest Service Team Members are expected to meet or exceed Graton Resort & Casino guest service standards in all aspects of their job duties.
Essential Functions:
1. Responsible for practicing, supporting and promoting Graton Resort & Casino's Company-wide culture and demonstrating Graton Resort & Casino's Service Standards at all times.
2. Ability to supervise a fast paced call center environment, leading by example in all aspects of the Guest Services Supervisor role.
3. Work with the Guest Services Manager to develop Guest Services Representative Team with a goal of continually improving the guest experience.
4. Analyze and make recommendations on guest service operations with a goal of continuous improvement.
5. Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
6. Thorough understanding of the Graton Rewards programs and benefits including tier benefits.
7. Build a positive rapport with all manner of guests over various channels of communication, including but not limited to phone, text, email and web chat.
8. Ensure that all communications with guests (both internal and external) result in a pleasant experience for the guest.
9. Apply proper communication etiquette to satisfy various guest situations and requests.
10. Respond to Guest inquiries professionally, courteously, and promptly through all communication channels.
11. Follow up on and ensure closed loop completion of all guest service inquiries and/or guest opportunities.
12. Make guest reservations in the property's computer system for hotel rooms, spa appointments, and dinner reservations.
13. Provide general administrative support with Marketing, Promotions, Events and other departments.
14. Utilize several different software applications, including but not limited to, specific call center software, Microsoft Office products (Excel, Word, Outlook, etc.), as well as other applications.
15. Quickly and accurately input information into various software systems.
16. Assist in maintaining accurate contact information for Guests.
17. Be knowledgeable of all aspects of Graton Resort & Casino, including, but not limited to: promotions, entertainment, dining and spa hours and offerings.
18. Work with Casino hosts in following up with higher level Tiered Players.
19. Update directory and calendars on a frequent basis.
20. Process return mail by correcting and updating addresses.
21. Assist in Casino Player information.
22. Other duties and responsibilities as assigned.