Supervise the guest service staff, assist with interviewing and trainingRespond to guest inquiries and lettersCompile schedules and payroll recordsMaintain staff attendanceVerify and maintain accurate house counts, room status information and SAFLOK master key controlOversee all cash handling, check cashing and credit policy procedures Monitors and controls the allocation of hotel rooms, the fine dining Restaurant Reservations Provides recommendations and feedback on existing policies/procedures that relate to operations of the guest services department and provides guidance on interpretation of new policies and procedures to staff.Maintains and logs reservations and assists in registering guests for VIP parties and marketing events when neededEnsures the Guest Service Reps meet service standards are in accordance with internal standards.Liaises with other departments -Marketing, Direct Mail and Entertainment to ensure that communication of events and details is passed on to staffLeads the team by daily coaching and training of new events and promotions.Confirms and verifies hours of work using the automated payroll system and maintains/track payroll information and personnel attendance records.Complies with Windsor Casino Limited policies and procedures.Performs any and all related tasks as assigned by management.Upholds the highest standard of internal and external customer service living the Brand values of "Integrity", "Service with Passion", "Celebrating Success", "Diversity", "Caring Culture" and "Rigor".