Hotel Front Desk Supervisor

EDUCATION / EXPERIENCE

Associates in Hospitality Management or related degree, 2 + years of front desk experience within a similar environment; prior supervisory level experience preferred.  Equivalent combination of education and experience may be considered.

SUMMARY

This position is responsible for directing and supervising the daily activities of the Front Desk staff. The Supervisor will operate as the authority in guest services dealing with all individual guest issues as they occur and resolving the issues to a satisfactory outcome for the guest.

ESSENTIAL JOB FUNCTIONS

• Perform as a working supervisor by spending a percentage of time, as communicated by the Enterprise Manager, on the floor in a frontline or support capacity.
• On a daily basis ensure that all arrivals are set up correctly by checking VIP process, room types, billing instructions and special requests.
• Coordination with housekeeping department on cleaning of rooms
• Ensure employees on the Front Desk team are performing their daily tasks according to standards.
• Maintain a high level of professional appearance, demeanor and ethics in dealing both with guests, co-workers and subordinates. Uphold all dress code standards within department.
• Provide on the job training to new hires and conduct department orientation.
• Order and maintain an adequate inventory of all front office supplies.
• Assure all keys and property are properly assigned and returned, investigating any missing items.
• Plan agenda and chair department meetings on a scheduled basis.
• Work with maintenance to ensure proper operations of rooms.
• Provide superior guest services at all times.
• Plan, schedule or arrange for relevant staff training
• Submit written reports to manager on a scheduled basis.
• Attend and participate in property, division or other meetings when invited or mandated.
• Maintain a valid Gaming License.
• Willingness to cross-train and provide support in related areas of operations
• Other duties as assigned.

OTHER NECESSARY SKILLS AND ABILITIES

Must have excellent customer service and communication skills both verbal and written.  Must be a team player with a positive attitude.  Must be highly organized and able to handle multiple tasks at one time.  Must be able to complete tasks and projects in a timely manner by prioritizing obligations and time.  Must possess the ability to work with various personalities while maintaining superior levels of Customer Satisfaction.  Must respond to supervisory guidance and assignments and accept constructive criticisms in order to learn new, updated information.  The needs for quickness and ease of adjustment to the work environment and flexibility to change are essential in this position.

SUPERVISORY RESPONSIBILITIES

• Task delegation to achieve maximum results
• Reinforcement of policies and procedures
• Maintain in-depth knowledge of all departmental operations
• Monitor, take part or perform all interviews and Staff Performance Evaluations
• Cover any needed shifts to cover any call ins- coordinate with manager to ensure proper shift coverage
• Maintaining safety and security in the department including all emergency responses and reports
• Assist in the planning and organization of all departmental functions
• Ensure completion of scheduled shift reports and other shift details as required by management.
• Maintain open lines of communication with other departments and within the department itself.
• Assist in creating and administering a mentoring program within the department
• Oversee departmental training procedures and evaluate effectiveness of the training programs.

EQUIPMENT TO BE USED

Multi-line phone system, desktop computer, printer, copier, fax, basic office equipment.

TYPICAL PHYSICAL DEMANDS

May be required to lift up to 50 lbs. and be able to stand and/or walk for extended periods of time.  May also be required to reach, bend, stretch, kneel, crawl, lift and carry on occasion. 

TYPICAL MENTAL DEMANDS

Must be able to effectively handle stressful and compromising situations while remaining focused and professional.  Must be able to deal with difficult people without losing perspective.  Must be able to work productively under strict time restraints with variable deadlines.

WORKING CONDITIONS

Must practice all safety policies, procedures and standards as set by OSHA.  Work takes place in an office environment as well as throughout the property complex. 

COMMENTS

Native American and Tribal Preference will apply.  Must be able to pass a background investigation and a drug urinalysis as a condition of employment.  Must be able to work flexible hours and to take on additional responsibilities when asked.  Must adhere to company policies regarding strict confidentiality. 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  Management retains the right to add or to change the duties of the position at any time.  Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Director of Human Resources.

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