Guest Services Shift Supervisor

Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Descendant or Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants. At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians. Drug Testing: The Kalispel Tribe of Indians is a drug free work place. All applicants are subject to drug testing at the time of hire and at unannounced times during employment. Background Investigation: All candidates and employees may be subject to a background investigation.

Kalispel Hospitality

It is our expectation that anyone who works for the Kalispel Tribe of Indians lives by and operates out of the following behaviors and beliefs:

CORE PURPOSE

We Make People Feel Special. Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.

CORE VALUES

We Take Pride In Everything We Do. Proudly represent the Kalispel Tribe, anticipate guest needs, and take ownership and put others first.

Everyone is Welcome Here. Respect and honor all guests, use sincere "thank you" and "goodbye," and use guest name whenever possible.

We Choose Excellence Every Day. Help each other achieve greatness, be genuine, attentive, and flexible, and know the property and amenities.

Summary of Functions

Supervises all activities on assigned shift in the Hotel Transportation Department for the Resort; Valet Attendants, Valet Lead , Coat Check, Transit Drivers, Shuttle Coordinators, Vehicles Maintenance along with the Vehicle Motor Pool area. Provide these departments with Leadership whereby they achieve results in accordance with the objectives, performance and quality standards established by Northern Quest Resort and Casino.

Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians- State of Washington Gaming Compact, Internal Controls, NIGC Regulations and Northern Quest Resort and Casino Policies and Procedures.

• Assists with developing policies and procedures to ensure compliance with Tribal, State, Federal and NIGC regulations and ensure an adequate internal control system is in place.

• Arrives early enough to facilitate a smooth transition from the previous shift.

• At the beginning of the shift familiarize self with the following:

Staffing for day's activities/special events

Cleanliness of work area for guest first impression

• Conduct pre-shift meeting daily with staff to discuss and check:

Daily activities and/or special events

Proper dress code as stated in the employee handbook

Distribution of daily work logs, informational guides, etc. for current business day

• Oversee the activities of the Hotel Transportation Team Members.

• Ability to deal with under pressure situations in all aspects of the Hotel Transportation areas.

• Handle complaints and refers unresolved issues to immediate supervisor.

• Accurately completes required paperwork and reports

• Attends department and team meetings to ensure effective communication.

• Responsible for maintaining a good attendance record.

• Ensure control/protection of company assets.

• Supervises the following positions on appointed shift: Valet Attendants, Valet Lead, Coat Check, Transit Drivers, Shuttle Coordinators, Vehicles Maintenance, assisting with Bell Staff, and Traffic Control as needed and can act as a relief for all positions.

• Supervises the following areas: Vehicle Maintenance Shop, Valet Parking Area, Main Entrance Valet Staging area, Resort Entrance Staging Area, Shuttle Parking area, Transportation Office, Valet Garage Office, Casino Coat Room and Motor Pool Staging area.

• Spends a portion of your shift work with team members you are overseeing in their tasks (i.e. drive vehicles, work the entrance, answer phones and clean vehicles)

• Confirm all Transportation team members adhere to Kalispel Hospitality, as well as Forbes Four Star and AAA Four Diamond standards.

• Conduct interviews, reviews, and disciplinary action as necessary.

• Ensure properly trained staff is present to service the guest and that the necessary timely performance of hotel interrelated functions are expeditiously completed.

• Delegates/follows-through any needed or related tasks to subordinates.

• Completes all dates/prioritized goals and objectives in a timely manner.

• Monitors staffing levels with emphasis on increasing efficiencies and productivity through improving work schedules and work practices.

• Ensure all call-ins are to be replaced and approved by a Transportation Supervisor or Manager.

• Reviews Attendance and Centralized Scheduling/Payroll Exception Reports.

• Available and willing to work any changes in hours deemed necessary for Business Levels.

• Researches and develops resources that create timely and efficient workflow.

• Coach and counsel team members whenever needed and make recommendations to the Transportation Manager.

• Have completed resort knowledge and the ability to answer guest's questions successfully.

• Maintain a positive and upbeat attitude and appearance.

• Handle all guest complaints quickly and appropriately.

• Works to ensure that "special requests" of the guest are properly handled.

• Adhere to department and AAA standards for a 4-Diamond Resort.

• Keep all Team Members well informed on events and procedures as it relates to their position.

• Ensures customer satisfaction throughout the property by observing and expeditiously reporting deficiencies to department heads; and if the situation warrants, directly intervening to rectify the problem.

• Observes service levels and cleanliness throughout the hotel and quickly reports deficiencies.

• Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness and saleable presentation is well maintained.

• Any other function or task necessary for customer satisfaction and service directed by senior management.

• Monitors that the training for all Hotel Transportation Team Members in all aspects of their position is completed and conduct re-training when necessary.

• Has a working knowledge of the casino, guest service, and transportation department areas.

• Evaluates team member performance and provides constructive feedback and recommendation to the team member in a timely manner.

• Maintain effective communication between the Hotel Transportation Manager and the.

• By personal example illustrate the philosophy of work conduct and personal development that lead to maximum satisfaction and performance.

• Understand, relate, and interact with the Hotel Transportation Department staff.

• Knowledgeable of the property's employee handbook.

• Use common sense and fairness in decisions relating to Team Members.

• Is knowledgeable of all emergency procedures, fire alarm operations, and is able to take charge in an emergency, if needed.

• Ensures the minimum safety of guests, patrons, and employees in case of emergencies.

• Provides executive management and departmental heads with reports of all incidents, and takes action to avoid repetition of any incidents, accidents, thefts, or complaints.

• May be required to be a panelist for the Internal Review Hearings.

• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.

• This job description does not list all of the duties of this position. You may be instructed by the Hotel Transportation Manager to perform other duties as assigned.

Supervisory Responsibilities

Supervise Hotel Transportation team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraisal performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education

• High School diploma or general education degree (GED)
• Associate of Arts (A.A) or Associates of Applied Science (A.A.S.) in related field a plus.

Experience

• One year experience in Transportation or equivalent combination of education and experience.

• Experience in a 150+ room four star/four diamond hotel a plus.

• Direct experience in an organizational development role strongly preferred.

Skills

• Must be computer literate with working knowledge of Microsoft programs and other computer software.

• Knowledge of Washington Transportation and Federal DOT laws.

• Ability to drive both automatic and manual transmission vehicles.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to write routine reports and correspondence.

• Ability to speak effectively before groups of customers or employees of organization.

• Ability to maintain effective working relationships with public officials, department heads, Associates and the public.

• Ability to calculate figures and amounts such as discounts, interest, and commissions.

• Ability to coordinate multiple tasks.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to use and assist in the use of copy machines, fax machines and other related office equipment.

• Ability to work with mathematical concepts such as percentages and ratios to practical solutions.

• Excellent organizational, communication and leadership skills.

• Skill in effectively, communicating information through verbal and written correspondence to employees, managers, clients, customers, and the general public, including writing reports, business correspondence and procedural manuals.

• Skill in solving practical problems and dealing with situations where only limited standardization exists.

• Skills in assessing operation, program, staffing and fiscal needs.

• Skill in identifying and resolving administrative/Guest Hospitality problems under pressure conditions.

Other Requirements

• Ability to obtain and maintain a Tribal Gaming License.

• Must have in possession a valid state driver's license while on shift.

• Must be able to be insured by the company insurance carrier.

• Available and willing to work nights, weekends and holidays as required.

• Hepatitis A & B vaccinations are required as a condition of employment.

Physical Demands

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

• Ability to run/jog for short periods throughout your workday.

• Requires the ability to lift and/or move objects weighing up to 50 pounds

• Constantly requires the ability to give and receive detailed information through verbal

communication.

• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.

• Constantly requires working with fingers rather than the whole hand or arm.

• Constantly requires repetitive movement of the wrists, hands and/or fingers.

• Often requires walking or moving about to accomplish tasks.

• Occasionally requires standing and/or sitting for sustained periods of time.

• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.

• Occasionally requires raising or moving objects horizontally.

• Occasionally requires stooping which entails the use of the lower extremities and back muscles.

• Infrequently requires crouching.

• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing 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 employee is occasionally exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.