GUEST SERVICE SUPV

Do you thrive in a fast-paced & exciting environment? Do you have a passion for bringing joy to others? Do you want to be part of a company that not only cares for and uplifts their team members but also the community around them? Then Saratoga Casino Hotel may be the place for you! We offer highly competitive benefits and wages, opportunities for career growth, all in a fun & unique working environment.

About Us:

As the premier entertainment destination for the Capital Region, Saratoga Casino Hotel consistently strives to fulfil one promise to all of our guests, “To create special experiences one guest at a time.” If you would like to be part of the amazing team of people it takes to fulfil this special promise, Saratoga Casino Hotel welcomes you to apply!

Your Role:

As a Guest Service Supervisor, you will utilize your exceptional communication and interpersonal skills to provide outstanding service to our guests. You will use your problem-solving and decision-making abilities to handle guest requests and complaints in a timely and professional manner. Your ability to work collaboratively with other departments will ensure a seamless guest experience. Additionally, your experience with hotel property management systems and bilingual language skills will be beneficial in this role. Overall, your skills will be essential in creating a welcoming and comfortable environment for our guests.

Responsibilities:

• Create and ensure fun-filled and exciting environment where the flawless delivery and execution of guest service is paramount.
• Oversee all aspects of the Saratoga Club to insure a smooth efficient operation, while providing exceptional guest service in the absence of the Guest Service Manager or Assistant Manager.
• Adhere to established company and departmental procedures, guidelines and policies.
• Must be knowledgeable and well versed on all policies, procedures, and regulations associated with the day to day operations and promotions of the Saratoga Club.
• Knowledgeable of promotions, activities and amenities of Saratoga Casino Hotel.
• Understands and applies complimentary policies in accordance with company guidelines.
• Acts with discretion and maintains confidentiality in handling of sensitive information.
• Ensure proper opening and closing of the Saratoga Club securing all assets.
• Work alongside the Guest Service Representatives and ensure they are knowledgeable about daily promotions, property wide events and applications/software necessary for transactions.
• Maintain established company and departmental appearance hygiene standards, through well groomed, neat and professional manner.
• Responsible for submitting a daily shift report and other reports as assigned.
• Adhere to and ensure team members are following all the Universal Service and Guest Recovery Standards and help promote outstanding guest relations and ensure guest satisfaction is met.
• Ability to maintain calmness while handling guest complaints in all situations.
• Attend to any guest complaints, concerns, or suggestions documented in daily shift reports.
• Maintain accurate counseling and attendance logs on all employees.
• Assists with continued training including but not limited to procedures, guest service, etc.
• Ability to instill confidence and self-assuredness in other team members.
• Interfaces daily with personnel from various departments
• Knowledgeable of safety/guest liability procedures.

Why Saratoga Casino Hotel?

• Competitive Medical, Dental, & Vision Insurance
• Vacation & Sick Time That Promote Work/Life Balance
• Company Paid Life Insurance 
• 401(k) with 4% Match 
• Free Employee Assistance Program
• Robust Employee Recognition Program
• $20.00 YMCA Memberships.
• Local and National Discount Programs Through EAP & Tickets@Work
• STASH Hotel Partner Program Offering $69 per Night Hotel Across North and South America. 
• Unlimited growth potential
• Delicious FREE Meals in Our Team Dining Facility