DUTIES & RESPONSIBILITIES

Provides exceptional, STAR Service to ensure overall guest satisfaction

• Performs the steps of STAR Service, which include:

• Smile and Greet
• Take Care of Needs
• Anticipate, Ask and Act
• Remember to Thank and Close

• Performs the position-specific STAR service expectations, as outlined by the department.

Manages the selection, training, development and performance of assigned staff to retain a motivated, professional workforce for Shooting Star Casinos

• 
  Conducts interviews for open positions as needed.
• Recruits and recommends applicants for job vacancies considering the requirements of the job, and the skills/abilities of applicants.
• Establishes and communicates job responsibilities and performance expectations to assure mutual understanding of desired results.
• Assesses team member performance, provides positive and constructive feedback on an ongoing basis to reinforce desired results.
• Identifies training and/or development opportunities that will assist the team member in achieving enhanced job performance and/or career objectives.
• Verify hours worked for assigned Team Members and authorized wages paid
• Conduct room inspections to identify quality of room cleanliness according to established standards. Documents any deficiency through proper procedures.
• Count and report inventory on hand for item such as terry, linens, coffee makers, luggage racks, lamps, irons, ironing boards, room fixtures, etc.
• Complete timekeeping duties and address attendance issues per Shooting Star Attendance Policy
• Complete yearly reviews for team members.

Ensures proper supervision of daily operations of the Detroit Lakes Hotel department to ensure efficient and effective functioning of the Hotel

• 
  Responsible for supervising all areas encompassed within the Detroit Lakes Hotel department, including housekeeping, quality assurance, reservations, front desk, laundry, etc.
• Ensures all areas are appropriately staffed
• Works closely with accounting to ensure procedures are followed
• Inspects and evaluates property for maintenance repairs and ensures compliance with appropriate regulations

Listens and responds to guest concerns to maintain a high level of guest satisfaction

• Provides adequate and updated training for staff to ensure quality guest service

• Communicates with Hotel Front Office Manager to ensure all guest needs are clarified and expectations are met
• Explains and interprets rules and regulations to team members and guests to ensure all regulations are followed
• Provides prompt and courteous customer service by listening to and answering a variety of guest questions and complaints and routing to the appropriate personnel
• Ensures the strictest of confidentiality is maintained at all times

Other Duties/Responsibilities

• Performs other duties and responsibilities as required or assigned including but not limited to; housekeeping, maintenance, laundry, and front desk operations to ensure efficient motel operation.

EDUCATION & EXPERIENCE

Four-year college degree (B.A. or B.S.) in business or related field is preferred; will consider a minimum of two years (A.A) with also a minimum of four years of related work experience in hospitality (history) that demonstrates increased level of supervisory responsibility or 6 years of hospitality experience with supervisor responsibility.

Certificates, Licenses & Designations

Must meet licensing requirement as prescribed by the Tribal-State Compact for gaming.

KNOWLEDGE, SKILLS & ABILITIES