Job Description

In House Posting:

Must be an employee of the Saginaw Chippewa Indian Tribe or their enterprises or be a Saginaw Chippewa Indian Tribal Member to apply.

SHIFT: 2ND/3RD FLEX

WAGE: $17.10

POSTED DATES: 3/2/2023-3/7/2023

Position Summary:

• Under the supervision of the Guest Services Shift Manager, oversee all activities relating to the valet, key booth, and transit operations. Provide areas with leadership whereby they achieve results in accordance with the objectives, performance and quality standards established by the Soaring Eagle Casino & Resort.

Essential Duties and Responsibilities:

• Monitor all Transit Drivers to maintain proper servicing of all route destinations in order to meet and exceed the service and time requirements.
• Coordinate Transit Drivers for all off-property transportation needs i.e. community member transportation.
• Monitor and track ETAs for all entertainer transportation to and from all Michigan airports; monitor the “runners” required by the entertainers while on and off property.
• Monitor all radio communication between Transit Drivers and Transportation Dispatcher to ensure professional standards are maintained.
• Review video footage of bus coverage per shift and investigate any issues.
• Log and track all maintenance and repair issues for shuttle bus and fleet vehicles, including golf carts.
• Log and track all shuttle bus patrons being transported daily.
• Review Managers daily log to include update from previous shift lead and follow through on necessary action.
• Familiarize self prior to shift on the following: staffing for days activities and special events; staffing levels of each area and adjust as needed based on current business demands.
• Ensure the cleanliness of all guest service areas.
• Prepare and maintain employee schedule; monitor employees timekeeping punches; follow up as necessary with schedule changes, call offs, tardies and any other attendance related issues.
• Enforce and document all attendance policies to include: checking Kronos daily, notifying management of adjustments that must be made and following up on schedule changes, missing punches, occurrences and other related attendance issues.
• Make sure all team members are apprised of daily activities and special events.
• Ensure adherence to proper dress code as stated in the employee handbook.
• Perform distribution of daily work logs and informational guides.
• Maintain full knowledge of casino and resort amenities.
• Prepare and maintain employee schedule; replace and approve call-ins.
• Review paperwork for accuracy (i.e., transit pre-shift sheets, valet and keybooth logs, etc.)
• Monitor guest interactions to include scripted greeting and farewell wishes.
• Provide direction and guidance to staff on productivity and efficiency while maintaining a high level of service.
• Remain knowledgeable of CVPS software to include proper usage by each position as well as troubleshooting and reporting tools.
• Conduct proper training for all new team members and re-training for existing team members.
• Address all guest complaints to the best of your ability.
• Act as relief or support in all positions to include Valet, Keybooth, and Transit.
• Regulate traffic to react to special events, concerts, weather, or other daily activities.
• Provide detailed input on performance reviews and disciplinary action.
• Identify safety and sanitary issues regarding patrons assets with guest if needed.
• Ensure financial transactions are properly documented and processed.
• Comply with all Soaring Eagle Casino & Resort Safety and Security Policies and Procedures.
• Investigate and return documents as required by Risk Management and Security when reporting accidents involving guests, team members or company assets; report to Guest Services Shift Manager immediately.
• Ensure that staff secures all guests cars, keys and personal belongings.
• Investigate issues with patrons cars and document all reported losses.
• Report any problems or unusual circumstances to the Guest Services Shift Manager immediately.
• Review daily supplies for par levels.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts:

• Contact with guest service team members and management as to provide communication for day to day operational needs.
• Contact with guests and casino/hotel department managers and provides assistance and excellent service that represents the standards set by Soaring Eagle Casino & Resort.

Knowledge, Skills, and Abilities:

• Knowledge of vehicle operation.
• Knowledge of windows operating system.
• Knowledge of driving directions for local area and all outlying airports.
• Knowledge of basic record keeping.
• Knowledge of safe and efficient practices while driving and parking vehicles.
• Ability to guide and lead the work of others.
• Ability to communicate effectively in the English language, both verbally and in writing with other team membersand general public.
• Ability to work extended hours and various work schedules.
• Ability to service customers in a professional appearance and manner.
• Ability to follow instructions and abide by department, policies and procedures.
• Ability to work all shift including weekends and holidays.

Physical Demands:

• Frequent use of hands, wrists, fingers associated with vehicle operation.
• Required to stand for extended periods of time.
• Required to walk/run/jog when parking and retrieving vehicles.
• Sit, stoop, kneel or crouch while performing duties.
• Use hands to finger, handle, or feel; Use arms to reach and lift above shoulders.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Must be able to walk or run up to 200 yards without difficulty.
• Must have normal auditory and good verbal communication.
• Occasionally lift/push/pull up to 40 pounds.

Work Environment:

• Frequent walking and standing in a smoking environment and contact with the general public.
• Must possess sufficient stamina to work under all types of weather conditions including extreme hot/cold and to lift, carry, push, or pull a variety of tools, equipment and materials.
• Extended hours or irregular shifts may be required.

Job Requirements

• High School Diploma or GED.
• Must be at least 18 years of age.
• Three years Guest Services experience OR five years customer service experience.
• Must be able to pass background check to meet the employment eligibility requirements as they pertain to the position.

Desired Qualifications:

• Associates Degree in Hospitality, Business Administration or related field or earned 48 college credit hours.
• One year in a supervisory capacity in a hospitality environment.

License, Certification, or Special Requirements:

• Must have a valid Chauffeurs License.
• Must have a valid State of Michigan Drivers License, with the proper designation required for the vehicle utilized to perform the job duties, and qualify for coverage by SCIT auto liability insurance carrier. A Tribal Drivers License will also be required if a Motor Pool Vehicle is used in the course and scope of the required job duties.
• Native American preference shall apply to all positions.