SER Guest Services Supervisor

Open to the Public

Full-Time

4/2/25-4/7/25

Days and Shifts: 2nd-3rd Shift

 

Position Summary: 

Under the supervision of the Guest Services Shift Manager, oversee all activities relating to the Valet, KeyBooth, Entertainment Chauffeur and Transit operations. Provide areas with leadership whereby they achieve results in accordance with the objectives, performance and quality standards established by the Soaring Eagle Casino & Resort. 

Essential Duties and Responsibilities: 

• Monitor all Transit Drivers to maintain proper servicing of all route destinations in order to meet and exceed the service and time requirements.
• Coordinate Transit Drivers for all off-property transportation needs i.e. community member transportation.
• Monitor and track ETAs for all entertainer transportation to and from all Michigan airports; monitor the “runners” required by the entertainers while on and off property.
• Monitor all radio communication between Transit Drivers and Transportation Dispatcher to ensure professional standards are maintained.
• Review video footage of bus coverage per shift and investigate any issues.
• Log and track all maintenance and repair issues for shuttle bus and fleet vehicles, including golf carts.
• Log and track all shuttle bus patrons being transported daily.
• Review Managers daily log to include update from previous shift lead and follow through on necessary action.
• Familiarize self prior to shift on the following: staffing for days activities and special events; staffing levels of each area and adjust as needed based on current business demands.
• Ensure the cleanliness of all guest service areas.
• Prepare and maintain employee schedule; monitor employees timekeeping punches; follow up as necessary with schedule changes, call offs, tardies and any other attendance related issues.
• Enforce and document all attendance policies to include: checking Kronos daily, notifying management of adjustments that must be made and following up on schedule changes, missing punches, occurrences and other related attendance issues.
• Make sure all team members are apprised of daily activities and special events.
• Ensure adherence to proper dress code as stated in the employee handbook.
• Perform distribution of daily work logs and informational guides.
• Maintain full knowledge of casino and resort amenities.
• Prepare and maintain employee schedule; replace and approve call-ins.
• Review paperwork for accuracy (i.e., transit pre-shift sheets, valet and keybooth logs, etc.)
• Monitor guest interactions to include scripted greeting and farewell wishes.
• Provide direction and guidance to staff on productivity and efficiency while maintaining a high level of service.
• Remain knowledgeable of CVPS software to include proper usage by each position as well as troubleshooting and reporting tools.
• Conduct proper training for all new team members and re-training for existing team members.
• Address all guest complaints to the best of your ability.
• Act as relief or support in all positions to include Valet, Keybooth, and Transit.
• Regulate traffic to react to special events, concerts, weather, or other daily activities.
• Prepare associate evaluations in accordance with the department guidelines for each position so Guest Service management can review before submitting for approval.
• Assist Guest Service management in investigating associate performance and attendance related issues leading to disciplinary action. Assist Guest Service management in issuing disciplinary actions to associates.
• Identify safety and sanitary issues regarding patrons assets with guest if needed.
• Ensure financial transactions are properly documented and processed.
• Comply with all Soaring Eagle Casino & Resort Safety and Security Policies and Procedures.
• Investigate and return documents as required by Risk Management and Security when reporting accidents involving guests, team members or company assets; report to Guest Services Shift Manager immediately.
• Ensure that staff secures all guests cars, keys and personal belongings.
• Maintain all licensing information to be sure all associates are in compliance.
• Run daily valet performance reports and inform Shift Manager and Guest Service Manager if associate does not meet the minimum requirements.
• Investigate all Guest Claims of damage, theft and service failures. Must be able to use surveillance camera software and complete required reports to prevent false c