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Guest Service Supervisor

Saratoga Casino Hotel Saratoga Springs, NY

Saratoga Springs, NY

Today

$20+/hr Full time Casino Hospitality Customer Service Guest Relations

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Job Description

The Guest Service Supervisor at Saratoga Casino Hotel in Saratoga Springs, NY (onsite) plays a key role in delivering consistently excellent guest service. The position manages Saratoga Club operations, resolves guest concerns, and supports day-to-day standards across teams to help ensure a welcoming experience.

Key Responsibilities

Create and maintain an energetic, engaging environment where guest service delivery is executed flawlessly.
Oversee all aspects of the Saratoga Club to support smooth, efficient operations, including serving as coverage in the absence of the Guest Service Manager or Assistant Manager.
Follow established company and departmental procedures, guidelines, and policies.
Maintain strong working knowledge of Saratoga Club day-to-day policies, procedures, and regulations, including promotions.
Stay informed on Saratoga Casino Hotel promotions, activities, and amenities.
Apply complimentary policies according to company guidelines.
Handle sensitive information with discretion and confidentiality.
Ensure proper Saratoga Club opening and closing procedures, including securing all assets.
Work alongside Guest Service Representatives to ensure coverage of daily promotions, property-wide events, and the applications/software used for transactions.
Maintain company and departmental appearance and hygiene standards through a neat, professional, well-groomed presentation.
Submit a daily shift report and other assigned reports.
Support adherence to the Universal Service and Guest Recovery Standards, promoting strong guest relations and satisfaction.
Remain calm while addressing guest complaints in all situations.
Attend to guest complaints, concerns, or suggestions documented in daily shift reports.
Maintain accurate counseling and attendance logs for employees.
Assist with ongoing training, including procedures and guest service practices.
Help build confidence and self-assuredness within the team.
Interface daily with personnel from various departments.
Maintain knowledge of safety and guest liability procedures.

Required Qualifications

Exceptional communication and interpersonal skills
Problem-solving and decision-making abilities
Ability to work collaboratively with other departments
Experience with hotel property management systems
Bilingual language skills
Ability to maintain calmness while handling guest complaints in all situations

Technologies

Hotel property management systems
Applications/software necessary for transactions

Compensation

USD 20 per hourly

Benefits

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 the team dining facility

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