Guest Service Supervisor

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