Supervisor, Guest Services

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.

ESSENTIAL DUTIES AND 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

REQUIRED SKILLS AND ABILITIES

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.

EDUCATION AND EXPERIENCE

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

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

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

Join the Winning Team!

Are you a strategic thinker passionate about creating exceptional workplace experiences? Do you excel in a dynamic environment where innovation and success converge? If you're ready to contribute your skills and expertise to a thriving team, we encourage you to apply today!

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We're always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

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