Hospitality Supervisor-Hotel/Pool-Full Time (Harrah's Ak-Chin Casino)

ESSENTIAL JOB FUNCTIONS:

• Address and respond to guest issues complaints and requests in a timely manner. Collaborates with Environmental Services Food & Beverage Facilities to ensure the guest experience is superior. Initiates the resolution of all guest complaints connected to the pool experience.
• Manages all pool activities functions events repairs and maintenance of equipment and supplies
• Ensures all employees are following the Arizona State Liquor Laws and adhere to regulatory departmental and company policies and procedures in an ethical manner
• Manage the set-up and operation of scheduled shifts
• Ensures proper cash handling procedures banking functions shift logs and all other communication is flawlessly executed each shift
• Collaborates with other departments as needed on staffing training scheduling disciplinary attendance performance reviews and all other pertinent personnel actions. Partners with these teams to adjust schedules and coverages to meet business demands.
• Serve as supervisor within Hotel operations as needed and specifically during non-peak season at the pool.
• Demonstrates expertise in all service standards and clearly communicates expectations to team members while keeping Family Style Service a priority at all times
• Rigorously hold all team members accountable for exhibiting all service standards at all times and ensure they know the value that these behaviors create for the guests employees and Company
• Models a passion for the Company mission vision and values as well as inspiring team members to do the same.
• Executes the Service Recovery model at a proficient level as well as ensuring all team members are empowered to efficiently utilize the tools of the service recovery model.
• Must be an expert on how customer service is measured and be able to articulate service scores to team members.
• Must be an effective coach and developer of team members by using the leader coaching skills to get guide and root for employees.
• Works to improve service breakdowns to minimize or prevent impact to our guests and/or employees.
• Creates onboarding training experiences for new hires to set them up for success.
• Creates and update training and development tools
• Motivates the team to work toward peak performance
• Consistently manages employee labor through efficient scheduling and staffing to business volume and demand
• Demonstrates ways of reducing cost when executing on inventories and ordering
• Must think creatively and innovatively to identify cost savings opportunities at all times
• Train department trainers to execute top notch training for new hires

ADDITIONAL JOB DUTIES:

• Greet interact and assist guests vendors and resort staff to ensure superior pool experience
• Role modeling our values Blaze the Trail All in on Service Together We Win
• As a Hospitality Supervisor may assist other areas within the Hotel Operations Departments during peak times
• Other duties as assigned

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED required
• College degree preferred (preferably in Hotel or Institutional Management) or 1 - 2 years as a Guest Service Agent or other position at the Hotel Front Desk or 1-2 years supervisory experience

QUALIFICATIONS:

The requirements listed are representative of the knowledge skill and/or ability required to fulfill the obligations of this position.

• Must be able to speak read write and understand English.
• Must possess the ability to add subtract multiply and divide.
• Must have and maintain a valid AZ Drivers License and successful Motor Vehicle Report (MVR).
• Computer experience and proficiency in Word Excel and Internet Use is required.
• Must be highly motivated and self-directed.
• Must be able to make rational decisions when handling guests and employee conflicts.
• Excellent interpersonal customer service teambuilding and problem solving skills are required.
• Must have strong written and verbal communication skills.
• Must present a well groomed appearance appropriate for poolside at all times.
• Must perform duties with a sense of urgency
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Lifeguard Certification preferred
• CPR for the professional rescuer preferred
• First Aid Training preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to handle large/heavy items up to 50 pounds.
• Must be able to sit stand bend squat walk and run.
• Must be able to stand up to 10 hours per day.
• Must be able to work outside in extreme weather conditions.
• Must possess the ability to handle high levels of stress that often accompany working with the public and long hours of standing
• Must be able to work with and tolerate areas containing varying noise and temperature levels illumination vibration crowds and areas with second hand smoke
• Must be able to work at a fast pace efficiently.
• Must be able to respond to visual olfactory and aural cues.
• Must be able to operate in mentally and physically stressful situations
• Must be able to work a flexible schedule including weekends evenings and holidays

DISCLAIMER:
Preference is given to Ak-Chin community members and members of other recognized Arizona tribes.

This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload rush jobs or technical developments).