Guest Services Supervisor-Kewadin Casinos

Sault Sainte Marie, MI
March 20, 2025
Full Time
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Average Pay*: $16 - $20
*average hourly rate for this position in your area
Deadline date:
$9 - $9

Job Description

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Job Title: Guest Services Supervisor

Company: Kewadin Casinos

Location: Sault Sainte Marie, MI

Pay: $17.82 per hour

AI Pay Analysis: The hourly rate of $17.82 for a Guest Services Supervisor in Sault Sainte Marie, MI, is on the lower end of the scale when compared to industry standards for similar roles. According to various salary aggregators and market reports, the typical salary for a Guest Services Supervisor in Michigan generally ranges from $20 to $25 per hour, depending on experience and specific responsibilities. Given the cost of living in Sault Sainte Marie, which is lower than the national average, this rate may be acceptable for entry-level positions, but it may not attract more experienced candidates or align with competitive compensation expectations in the hospitality industry. Overall, while the rate could be considered competitive for entry-level roles, it may not be sufficient to retain skilled professionals in the long term.

Job description:

The Guest Services Supervisor, reporting directly to the Front Office Manager, is responsible for overseeing and coordinating the activities of the Front Desk Clerks, Guest Service Agents, Bell Valet Attendants, and the Reservation Coordinator. This role requires delivering attentive, cheerful, courteous, and professional customer service to all guests, both internal and external, with the aim of consistently exceeding their expectations.

Essential Functions: (including but not limited to)

  • Supervises staff, manages scheduling, trains new team members, monitors and reports on team performance, processes payroll, and approves leave requests.
  • Ensures compliance with all policies and procedures.
  • Maintains the internet room inventory.
  • Manages and oversees room blocks effectively.
  • Tracks internet reservations and cancellations to ensure accuracy.
  • Completes daily reports and handles emergency reports as required.
  • Reviews discrepancy reports generated by housekeeping and the Property Management System (PMS) to rectify errors as necessary.
  • Oversees the management of promotional items and office inventory.

Additional Responsibilities: (including but not limited to)

  • Communicates with the Group Sales and Convention Sales Departments regarding group activities at the Sault location.
  • Assists staff in front desk operations, valet services, Guest Services, and Reservation Coordinator functions as needed.
  • Performs other job-related duties as assigned.

Contacts:
Immediate peers, colleagues in other departments, the immediate supervisor/manager, managers of other departments, executives, customers, and outside vendors/service providers.

Physical Requirements:
The position is primarily sedentary, involving significant sitting and the occasional lifting of up to 10 pounds. Physical activities include the constant use of hearing, typing, frequent walking, standing, and sitting, as well as the use of near/mid-range/far vision, depth perception, and field/color vision. Occasional tasks may require carrying, lifting, pushing, pulling, stooping, kneeling, reaching, driving, and bending. Working conditions may involve constant exposure to noise, occasional exposure to weather extremes, heat/cold, wetness/humidity, vibration, and air quality variations. Hazards may include continuous computer use and frequent equipment operation, with occasional exposure to chemicals.

Requirements:

  • Education: A High School diploma or equivalent is required.
  • Experience: A minimum of 1 year of experience in a hotel front office environment is required, with prior experience in a Property Management System preferred.
  • Certification/License: A valid driver’s license is essential, and the candidate must be insurable by the Sault Tribe Insurance Department. Compliance with annual driver’s license reviews and insurability standards is required, along with a criminal background investigation as per the National Indian Gaming Commission regulations.

Knowledge, Skills, and Abilities:
Candidates must possess knowledge of customer service principles, including needs assessment techniques, quality service standards, and customer satisfaction evaluation methods. Strong organizational skills are essential, with the ability to plan, prioritize, and manage workloads to meet goals effectively. Excellent communication skills are required, with the capability to convey information clearly in person, in writing, and via telephone and email. Public relations/customer service skills should be developed, reflecting a friendly and positive attitude. The ability to establish and maintain effective working relationships with subordinates, supervisors, coworkers, and the general public is vital. Flexibility is necessary to accommodate various shifts, including nights, weekends, and holidays. Candidates must be capable of managing pressure and addressing challenging situations independently, while also making prompt decisions to address guest concerns. Native American candidates are preferred.

Job Posting Date: Mon, 17 Mar 2025 23:04:24 GMT

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