Friday, October 18, 2013

Guest Service Supervisor


Within Pinnacle’s customer-focused and team-oriented environment, the Dual Rate Supervisor’s role is best performed by a thoughtful and effective leader with excellent communication and leadership skills. This position is responsible for providing superior service to the internal and external hotel and casino guests, specifically making reservations for guests (hotel, spa, golf, etc.) while selling complementary amenities and services. Other functions include providing guests information regarding events, promotions and property features, while also working with other team members and management to continuously improve systems and performance.

The Dual Rate Supervisor is responsible for handling escalated casino customer calls that require specialized attention, including further player evaluation and/or authority. They will also provide "Host-level" care and service to Pinnacle’s top clients. This position will utilize customer care and sales skills to strengthen player loyalty to the Pinnacle properties.


The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions:

  1. Assist in oversight of the management of the Guest Service Center floor to include service, scheduling (early outs and overtime) and ensuring service issues and concerns are passed onto the Guest Service Center Leadership Team.

  2. Serve as an escalation point for challenging inquiry types and complicated situations that arise which could include approving or denying a complementary based on a more thorough player evaluation or collaborating with property personnel for a solution.

  3. Respond to email inquiries, mailed correspondence and other non-telephone customer communications, validating promotions and coordinating customer lodging and entertainment reservation requests.

  4. Provide casino and hotel customers with a clear understanding of each properties features, products and services; always anticipating customer needs and actively listening.

  5. Ensures the protection of the customer’s information and confidentiality.

  6. Ensures customer requests for reservations and other services are met and confirmed within the guidelines established by management in a timely manner.

  7. Presents, at all times, a positive view of all of Pinnacles properties when interacting with guests and fellow employees.

  8. Provides supervisors with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings.

  9. Works diligently to support The Pinnacle Way, mission statement and guiding principles.

  10. Run and analyze a variety of daily reports as determined by the Operations or QA Manager.

  11. Understands department objectives, standards, and guidelines to achieve effective supervision of department.

  12. Monitor room availability/blocks to ensure full and proper usage of hotel.

  13. Ensures effective communication within the team.


  1. Ability to effectively communicate with individuals at all levels within the organization.

  2. Ability to gather, summarize, review and comprehend business related information.

  3. Must be able to respond calmly and handle many customer demands in a fast pace environment.

  4. Ability to use computer keyboard.

  5. Manual dexterity to operate office equipment.

  6. Ability to work in a fast-paced environment with a demonstrated ability to juggle multiple competing tasks and demands.

  7. Ability to obtain a gaming license in all states that Pinnacle operates.

  8. Ability to walk the call center floor, assist/trouble-shoot and supervise guest service center associates via their computer work station.

  9. Must be able to work any/all shifts, including weekends and holidays.

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