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Service Excellence Coordinator

2 months ago

Gatineau, Quebec, Canada CASINO DU LAC-LEAMY Full time

Join Our Team as a Supervisor of Operations

Casino du Lac-Leamy is a leading employer in the Ottawa-Gatineau region, recognized for its exceptional service and commitment to excellence. We are seeking a highly motivated and experienced Supervisor of Operations to join our team.

About the Role

As a Supervisor of Operations, you will be responsible for overseeing the daily operations of our restaurants and bars, including the Hilton hotel. Your primary objective will be to ensure the delivery of exceptional service to our guests, while maintaining high standards of quality and efficiency.

Key Responsibilities

  • Plan and coordinate daily operations, including opening and closing procedures
  • Develop, review, and implement operational procedures and service standards to ensure exceptional guest experience
  • Resolve conflicts and manage guest complaints in a professional and timely manner
  • Participate in labor needs assessments and develop schedules to meet operational requirements
  • Supervise and coordinate the work of employees to create a positive and productive work environment
  • Ensure employees understand and adhere to established policies, procedures, and standards
  • Identify and resolve operational issues and conflicts, seeking input from employees when necessary
  • Coordinate with the culinary team to implement sales strategies and maintain communication
  • Monitor and control operational costs, ensuring efficient use of resources
  • Coordinate group reservations and resolve billing errors
  • Maintain high standards of cleanliness and sanitation
  • Perform other duties as assigned by management

Requirements

  • Diploma in Hospitality or related field
  • Minimum 3 years of relevant experience, including 1 year in supervisory role in a customer-facing establishment
  • Strong customer service skills
  • Ability to motivate and lead a team
  • Excellent communication and interpersonal skills
  • Autonomy and organizational skills
  • Ability to work under pressure
  • Ability to demonstrate tact and diplomacy
  • Proficiency in English, as per established standards
  • Availability to work varied shifts, including evenings, weekends, and holidays

What We Offer

  • Permanent, full-time position with comprehensive benefits
  • Opportunity to join a dynamic and growing organization