Job description

Guest Service Lead - Soaring Eagle Waterpark and Hotel

Position Summary:

The Guest Service Lead is responsible to maintain the highest level of Guest service throughout the property while ensuring proper techniques and Standard Operating Procedures (SOPs) are adhered to during all Guest interactions. Although the Soaring Eagle Water Park & Hotel, The Retreat, and Soaring Eagle Hideaway RV Park are enterprises of the Saginaw Chippewa Indian Tribe of Michigan, they operate under the Migizi Economic Development Company Policies and Procedures.

Essential Job Duties and Responsibilities:

· Understands the overall property and that each individual enterprise must operate at a profit.

· Maintains a conservative professional appearance and attitude at all times with the proper attention to uniform, cleanliness, image, and approachability.

· Functions alongside Guest Services Representatives (GSRs) in every capacity as well as assist with the service being provided while focusing on Guest satisfaction, Guest recovery, and clerk behavior.

· Leads, coaches and motivates the GSRs to provide superior Guest service to all individuals they interact with, to execute Guest service in accordance with Migizi Guest Service Standards and Philosophies, and to achieve company goals, objectives, and accountability.

· Ensures self and team stays motivated to attain and exceed sales goals and generate additional sales by using up-selling, cross-promotion, and other proficient sales techniques.

· Responds promptly to Guest complaints and concerns and ensures that Guests comply with SEWPH, SEHRVP rules, regulations, policies, and safety standards.

· Constitutes and advocates awareness of safety and security at all times in accordance with existing emergency and safety guidelines as specified by management.

· Assists with shift changes and openings of Front Desk, RV Park and assigned outlets.

· Responsible for emergency Guest safety alerts and reviewing procedures with GSRs.

· Responsible for ensuring regulatory compliance with all applicable laws, ordinances, etc.

• Must be available to work weekends, evenings, and holidays.
• Must be Trained on Audit duties
• Performs other duties as assigned.

Skills, Knowledge, and Abilities (SKA’s)

• Active listening; give full attention to what other people are saying, take time to understand the points being made. Ask questions as appropriate and not interrupt at inappropriate times.
• Speak; talk to others to convey information effectively.
• Service orientation; actively look for ways to help people.
• Social perceptiveness; be aware of others’ reactions and understand why they react as they do.
• Critical thinking; use logic and reason to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading comprehension; understand written sentences and paragraphs in work related documents as provided in English.
• Instructing; teach others how to do things as you have been trained or by SOP’s.
• Mathematics; use general mathematics and cashier skills.
• Monitoring; monitor or assess performance of yourself, other individuals, or organizations to make improvements or take corrective action.

· Coordination; adjust actions in relation to others’ actions.

· Must possess good oral and written communication and organizational skills.

· Must be computer literate. Must have a thorough understanding and some knowledge in the appropriate software to include Microsoft Office Suite (Word and Excel).

· Must possess a proven record of dependability and excellent work performance.

· Must possess a desire and ability to interact with all people or types of Guests. Must possess a positive, upbeat personality with a desire to deliver outstanding customer service. Must be service oriented and be able to multi-task when conducting the assigned responsibilities.

• Must be willing and able to follow all departmental policies and procedures, as required. Must possess the capability of being a team player and partner with other associates in order to complete assigned tasks. The candidate must be able to accomplish duties in a positive manner.Effective presentation, oral, and written communication skills.
• Demonstrate ethical behavior, professionalism, and a high work ethic.
• Ability to multi-task, work independently, and integrate into a team environment.

Work Environment/Safety Hazards:

Frequent use of hands, wrists, and fingers associated with computer operation. Frequent walking throughout the properties. Must be able to lift items up to 50 lbs. May be exposed to wet and dry conditions, fumes, toxic or caustic chemicals. The noise level in the work environment is usually loud in the waterpark facility.

Minimum Qualifications:

Required:

· 18 years of age.

· High school diploma or G.E.D.

· Six (6) months experience as a GSR at Soaring Eagle Waterpark and Hotel or 2 years’ experience in a front desk role in another hotel setting.

· Must obtain and maintain a Gaming License.

· Pre-employment background check and drug screen.

Preferred:

· Native American.

Job Type: Full-time

Pay: From $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Weekend availability

Application Question(s):

• "The Saginaw Chippewa Indian Tribe of Michigan, in accordance with the spirit of PL. 93-638, adopted January 4, 1975, will provide preference to Native Americans meeting minimum position qualifications who have equal qualifications for the position(s) to those of other applicants. Are you a Member of the Saginaw Chippewa Indian Tribe of Michigan, a direct descendant of members of the Saginaw Chippewa Indian Tribe of Michigan, or a member of a federally recognized Tribe indigenous to the U.S. or Canada?"

Experience:

• Hotel Front Desk: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person

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