Job Description

Position:                   Front Desk Supervisor

Department:             Hotel Operations

Job Summary:        Greets and registers guests, receives payment for services, and provides support in other capacities, as needed, such as performing concierge duties. Ensures all service standards are met and followed by all team members. Supervises and controls the front office during the swing shift period.

Duties and Responsibilities (specific areas of responsibility include but are not limited to):

1. Performs the duties of a Front Desk Agent.
2. Serves in a lead role performing such functions as mentoring, coaching, and providing performance feedback.
3. Provides on-the-job training to team members.
4. Assists with record keeping to track team member training.
5. Assists with orientation of new team members by performing such actions as introducing them to the operations of the Front Desk, showing them how to use equipment, and reviewing departmental and the Entertainment Enterprise Division’s (EED) policies and procedures.
6. Monitors the content of the Front Desk training tools to ensure the materials are current; makes recommends to enhance them.
7. Completes regular inventory of supplies and equipment; submits orders for supplies.
8. Assists with administrative tasks for the Front Desk, as designated.
9. Assists with interviews, provides input for performance appraisals, resolves problems, and recommends corrective action.
10. Develops a ‘team” atmosphere with team members and takes a pro-active leadership role.
11. Functions as a supportive team member during shifts.
12. Follows established safety and security policies and procedures including reporting accidents, injuries, and unsafe working conditions immediately to a supervisor.
13. Ensures and maintains the highest in quality of Front Desk services.
14. Ensures uniform and personal appearance is clean and professional.
15. Acts as a goodwill ambassador for the EED both inside and outside of the workplace.
16. Performs all control tasks for EOD to ensure maximum utilization of property inventory.
17. Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities:

1. Knowledge of the EED’s reservation software system.
2. Knowledge of the EED’s internal controls, policies, and procedures.
3. Knowledge of guest service principles and practices.
4. Knowledge of multiline telephone and standard office equipment such as photocopiers.
5. Good telephone and basic clerical skills.
6. Ability to become computer proficient with Microsoft Office Suite software, especially word processing, as well as reservation software and point of sale systems.
7. Good communication and interpersonal skills
8. Ability to work in a fast paced environment and cheerfully handle stress.
9. Ability to analyze information, problem solve and make sound decisions.
10. Ability to read, write, and fill out any necessary paperwork.

Minimum Qualifications:

1. One (1) year front desk experience in a Hotel or Resort AND two (2) years guest service/customer service/hospitality experience in a similar role.
2. High school or General Equivalency Diploma.
3. Demonstrated ability in providing excellent guest service.
4. Demonstrated ability in creating and maintaining a dynamic team environment.
5. Demonstrated ability in working effectively and successfully under time constraints and pressure.
6. Must be able to work any shift, weekends, holidays, special events, and overtime, as needed.
7. Must have employment eligibility in the U.S.
8. Must be able to obtain, maintain, and retain a valid non-gaming license.

Preferred Qualifications:

1. One (1) year front desk experience in a lead position, preferably in an Indian gaming/hotel environment.
2. Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as reservation software and point of sale systems.
3. Bilingual (English/Spanish).