Job Description

The primary responsibility of a Supervisor - Concierge (“Supervisor – Concierge”) is to oversee daily operations of the Concierge Level and the functions of the Concierge staff including the check in and checkout process, guest relations, concierge services, team member breaks, and daily staffing. The Supervisor - Concierge Htl VIP is also responsible for coordinating room assignment for high-end casino patrons, ensuring all amenities and services are arranged prior to arrival, verify accuracy of invoices prior to guest departures, and coordinate Butler/limo/luggage arrangements for guest experience enhancement.

Position Responsibilities

• Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
• Maintain positive internal guest relations at all times to ensure successful inter-departmental relationships.
• Coordinate room blocking for all guests every day through LMS systems, work ahead to peak periods and high business.
• Ability to initiate and hold professional and friendly conversations with guests.
• Run and process daily reports.
• Expedite the flow of work and materials within or between departments according to established company guidelines.
• Establish workloads, assign tasks, and review results.
• Manage the process and assist agents and guests with the check in/out process.
• Manage the process and assist agents and guests with concierge services such as booking of shows, tours, restaurant reservations, etc.
• Demand dates to ensure blocking is done strategically.
• Thorough knowledge of all accommodations in the hotel, including all property amenities and information.
• Create work schedules for staff and maintain proper staffing levels by coordinate lunch breaks.
• Handle customer issues by following the recovery procedures and ensuring guest satisfaction.
• Develop training program for Concierge staff.
• Develop departmental standard operating procedures, policies, and ensure consistent adherence.
• Develop and foster an environment of teamwork and interdepartmental cooperation.
• Responsible for timely evaluation of all direct reports and conducting introductory and annual performance reviews.
• Maintain an open door policy and address all team member issues and/or concerns in a timely manner.
• Conduct divisional/departmental staff meetings at least once per month.
• Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining project records or achieving desired results.
• Oversee personnel while facilitating a specific project or assignment.
• Process related administrative details in order to keep department operational and effective while achieving results of projects assigned.
• Possess skills to expedite clerical processing, evaluate information, and implement or take action based upon information.
• Acknowledge guests immediately upon entering the VIP Lounge.
• Anticipate VIP guest’s needs, respond promptly and positively however busy and whatever time of day.
• Model Wind s customer service standards at all times, no exceptions.
• Resolve guest complaints/discrepancies to the best of your ability ensuring guest satisfactions.
• Evaluate departing Wind Creek guests for additional complimentaries before printing departing folios.
• Process all in-house comp limo requests.
• Maintain a complete knowledge of all Wind Creek products and services, as well as maintaining a complete knowledge of all Wind Creek products and services in order to be professional concierges.
• Coordinate all Butler - Hotel VIP Services arrivals and maintain the Butler Suite List.
• Maintain a complete knowledge of and comply with all procedures of VIP and Casino Marketing.
• Daily communication with Direct Marketing, Food and Beverage, Hotel Housekeeping, and the Hotel Front Office Department; constant communication with the Butler - Hotel VIP Services team.
• Maintain the confidentiality of guest information and pertinent hotel data.
• Obtain an assigned bank and ensure the accuracy of contracted monies.
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Interview and make recommendation of candidates for new hire.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.
• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Conducts skip level meetings with departmental management and line level staff.
• Conducts divisional/departmental staff meetings at least once per month.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Authority to issue a complimentary in accordance with Wind Creek’s Comp Matrix.

Minimum Employment Requirements:

18 years of age, proof of authorization/eligibility to work in the United States.

High School diploma or equivalent.

Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.

Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.

Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.

Maintain consistent adherence to Wind Creek’s Customer Service Standards.

Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements:

One (1) year supervisory role experience required.

One (1) – two (2) years of prior hospitality, customer service or related experience required.

• Previous experience in a 4 or 5 Diamond hotel/resort preferred.
• 1-3 years continuous face to face guest service experience, preferably in a high-end customer service engagement.
• Must possess excellent social and interpersonal skills.
• Strong communication skills between co-workers is required to ensure proper coordination of deliveries and services.
• Possess the ability to reflect a professional image.
• Previous experience with hospitality and Microsoft (MS Word, Excel) software programs, basic typing skills, excellent guest service skills are preferred.
• Strong technical/reservation systems experience are required.
• Must possess the ability to multitask and coordinate events by keeping an organized fashion at all times.
• Second language preferred.
• Must be able to maintain proper mental attitude while dealing effectively with guests, management, team members, and outside vendors while working under pressure.
• Must be able to stay calm and maintain a positive image when dealing with highly stressful situations involving guest disputes and check-in/check-out procedures.
• Must be able to maintain a positive/upbeat personality at all times in order to assist guests with questions, directions, check-in/check-out, and other information regarding the Hotel/Casino to help create an exceptional guest experience.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.