Guest Services Supervisor - Casino supervises the bell, door, and valet functions and assists when short staffed. Resolves all guest requests, or problems. Being a Guest Services Supervisor - Casino escalates any serious issues to manager and coordinates the solutions. Requires a high school diploma or equivalent. Additionally, Guest Services Supervisor - Casino typically reports to a manager. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Summary: Facilitate a warm and welcoming environment of Ho’okipa (hospitality) for all guests and visitors of IHS at designated service locations. Implement policies and procedures that impact the health, safety and welfare of all IHS guests and visitors on respective shifts. Ensure that exceptional guest service and a clean environment is provided for all IHS guests.
Essential Functions
Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
Professionally interact with, support internal IHS policies and ensure that daily site specific and organizational procedures for guests, volunteers, visitors and staff are followed.
Mentor, support, and provide timely coaching and training of the guest services staff.
Coordinate operations schedules to ensure the needs of the guests and the safety of operations are met
Work alongside and collaboratively with respective IHS operations, program staff and outside partners to ensure the consistent delivery of services to guests.
Observe guest behavior as needed to recognize behavioral changes in an effort to maintain a safe and respectful environment; accurately document information regarding guests into SAMi especially IR’s (incident reports) including documenting when emergency situations arise with police, fire or ambulance have been contacted.
Ensure an accurate account of all events occurring during shift in the daily operations log and ensure vital information is passed on during shift changes.
Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI) and help guest services staff defuse using CPI techniques.
Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.
Assist and ensure that shelter premises are clean and the environment is free from safety/health hazards; ensure the care of IHS property and report potential hazards or dangerous situations to the Maintenance Dept. for a repair schedule or immediate action.
Other Duties
Provide assistance to guests by working alongside with guest services staff; cover shift or find coverage if staff shortage occurs.
Process initial guest intakes and exits when necessary, inform guests of all services provided by IHS and explain their rights and responsibilities while at the shelter or designated service site; document accurately in SAMi and HMIS including using the VI-SPDAT as part of Coordinated Entry.
Welcome visitors, accept donations, issue receipts to donors and store items in the proper manner.
Attend all mandatory training, general staff and department meetings when directed.
Performs other duties and accepts responsibilities as assigned.
Supervisory Responsibility: This position has overall supervisory responsibility for all guest services staff on shift. This position may have daily supervisory responsibility of in-house and community volunteers who are providing care, programming and assistance for the guests of IHS. The responsibility when assigned, includes ensuring volunteers are working safely, are monitored and supported to have a positive volunteer experience.
Position Type/Expected Hours of Work: Hours may include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to supervise and/or cover when necessary for one or more of the following shifts:
6:00 AM - 2:30 PM and/or
2:00 PM - 10:30 PM and/or
10:00 PM - 6:30 AM
Competencies
Leadership
Communication/Conflict Management
Customer Oriented
Teamwork
Adaptability
Required Knowledge/Skills/Abilities
Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues
Strong interpersonal, verbal and written communication skills with an emphasis on conflict resolution
Able to coach and motivate; strong decision making skills
Possess personal qualities of integrity, patience and commitment to mission
Flexible and able to multitask; can work within an ambiguous, fast-moving environment
Required Education & Experience
High School diploma or GED equivalent
One to two years of customer service, direct service or supervisory related experience working with disenfranchised populations
Basic computer skills; able to navigate Google e-mail, Microsoft applications and databases
Preferred Education & Experience
Some college or Associate’s degree in Human Services or related field
At least one to one and a half years customer service experience or experience with homeless clients; two years of supervisory experience
Valid Driver’s License and clean traffic abstract
CPI certified or able to pass at IHS; CPR and First Aid certified or able to certify through IHS
Physically capable of communicating with, caring for and facilitating activities for guests of all ages and varying comprehension levels
IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is an employer of National Service.
Clear All
0 Guest Services Supervisor - Casino jobs found in Honolulu, HI area