About the position
The Supervisor of Guest Services at Hard Rock Hotel & Casino Bristol plays a crucial role in ensuring that both internal and external customers receive superior service. This position involves the coordination and supervision of the Hotel Front Office Department, focusing on the safe and efficient transportation, arrival, and departure of guests and team member vehicles. The incumbent will also oversee the property shuttle bus and coat check operations, ensuring that all aspects of guest services are executed flawlessly. In this role, the Supervisor is responsible for creating an inviting atmosphere that encourages guests to choose Hard Rock Hotel & Casino Bristol for their gaming entertainment. This includes actively building and maintaining guest relations, mentoring team members to provide exceptional service, and positively influencing interactions with guests and employees. The Supervisor must possess the resilience to handle difficult situations and work harmoniously with co-workers to maintain a high standard of service. The Supervisor will ensure prompt and courteous service for all guests, manage the flow of traffic to and from the hotel, document safety situations, and handle guest complaints in a timely and courteous manner. Effective communication with staff and management is essential, as is the ability to assist the Valet Manager in maintaining operations and making decisions in their absence. The Supervisor will also be responsible for training, evaluating, and supervising staff to ensure they have the necessary guidance and resources to perform their job responsibilities effectively. Additionally, the Supervisor must maintain vehicles to the standards of safety, cleanliness, and reliability as set forth by the department and legal regulations. Participation in meetings and completing assigned follow-ups is also part of the role, along with performing work regularly and predictably. Other duties may be assigned as needed.
Responsibilities
- Create an atmosphere that induces guests to choose Hard Rock Hotel & Casino Bristol for gaming entertainment.
- Actively build and retain guest relations and mentor team members to provide superior guest service.
- Provide superior guest service and positively affect interactions with guests and employees.
- Ensure prompt and courteous service for all arriving and departing guests.
- Manage the smooth flow of traffic to and from Hard Rock Hotel & Casino Bristol.
- Document safety situations, violations, or property damage.
- Handle guest complaints in a timely, accurate, and courteous manner.
- Maintain effective communication with staff and management.
- Assist Valet Manager in maintaining operations and make decisions in their absence.
- Maintain and monitor guest service standards of user departments in accordance with established objectives.
- Train, evaluate, and supervise staff to ensure adequate guidance and resources are provided.
- Maintain vehicles to the standards of safety, cleanliness, and reliability.
- Attend and participate in meetings, completing follow-up as assigned.
- Perform work regularly and predictably.
Requirements
- High School diploma or equivalent required.
- At least 6 months of Valet, guest transportation, or related experience.
- Ability to work standing/sitting for long periods of time.
- Ability to work nights, overnights, weekends, and holidays.
- Must obtain and maintain all licenses/certifications per Federal, State, and Gaming/Lottery regulations.
- Must successfully pass background check and drug screening.
- Must be at least twenty-one (21) years of age or older.
- Ability to deliver a service level that creates a positive, memorable entertainment experience for guests.
- Commitment to go above and beyond in the accomplishment of position responsibilities.
