Supervisor, Guest Services

Churchill Downs Incorporated•Greenville, MS

About The Position

At Harlow's Casino Resort and Spa, the vibrant culture of Greenville meets the thrill of gaming, the comfort of luxury accommodations, and the indulgence of a full-service spa. As an employee, you get the chance to be an ambassador of southern hospitality, crafting moments of joy for guests while thriving in an environment that values your creativity, dedication, and professional growth. JOB SUMMARY Responsible for the successful overall coordination and direction of all activities related to the front desk areas of the hotel on assigned shifts; ensuring smooth and efficient operations in accordance with policies, procedures and objectives of guest service.

Requirements

Ability to perform normal mathematical computations in regard to the implementation of current duties
Have the ability to define problems, to collect data, to establish facts and to draw valid conclusions
Ability to interpret an extensive variety of instructions and deal with several variables
Must be able to multi-task in a fast-paced environment
Understand guest service needs
Perform job functions with attention to detail, speed and accuracy
Ability to prioritize, organize, follow directions thoroughly with minimal supervision
Must be a clear thinker and remain calm and resolve problems using good judgment
Maintain confidentiality of guest, co-worker information and pertinent hotel data.
High school diploma or equivalent.
Experience preferred in Guest Service management, supervisory role or related customer service experience.
Knowledge of principles and processes for providing customer service.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative
While performing the duties of this job, the team member is regularly required to stand, walk and reach with arms and hands, bend and may be required to lift at least 25 pounds
Extensive walking required and ability to stand on feet for long time.

Responsibilities

Supervises all Guest Service staff on assigned shift.
Supervises additional hotel departments in the absence of department supervisor; valet, gift shop, EVS and housekeeping.
Assists the Hotel Director/Manager in creating, developing and implementing an effective strategy of organization for the front office areas of the hotel, ensuring maximum guest service and satisfaction.
Assists with achieving budgeted revenues and expenses, and maximizes profitability related to guest service.
Assists in the management of the room inventory function, to maintain highest possible room occupancy and average daily rate.
Maintains procedures for handling of financial transactions, security of monies, guest service and emergency problems.
Guides and supports front office (front desk) and guest amenity area employees in daily responsibilities on assigned shift.
Monitors room blocks in the hotel system to ensure they are handled correctly.
Communicates with other departments to ensure proper handling of guests and groups.
Maintains adequate staffing levels in the front office area by performing any other duties as needed