Front Desk Supervisor

Job Description

SCOPE OF POSITION:

Responsible for managing the daily needs of our guests; overseeing the performance and work product of the front desk staff (Front Desk Agents and Bell Staff); ensuring guest satisfaction; meeting departmental quality and service standards; and achieving an atmosphere of superior guest service, all while managing all areas of the hotel according to FireKeepers Casino Hotel standards. Ensures the Front Desk and Hotel are a fun, friendly, vibrant, upscale, and safe environment for guests and team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

• Prioritizes assignments, orders tasks, and maximizes efficiency and effectiveness of Front Desk.
• Understands causes of guest dissatisfaction and design guest recovery methods that are satisfactory for both the guest and the company.
• Empowers front desk staff to assist in responding to guest complaints through training and involvement in active guest recovery.
• Gains and maintains knowledge of all appropriate computer systems, including Opera, HotSOS, Patron Management and Saflok.
• Establishes rapport with guests and anticipates their needs.
• Empowers front desk staff to deliver guest service by encouraging and rewarding responsiveness.
• Inputs and accesses data in a computer, with attention to detail, speed, accuracy, and follow-through.
• Works effectively and efficiently with other departments, most commonly Valet, Facilities, Housekeeping and Security.
• Adheres to all cashiering and money handling procedures, including guest account accuracy, posting charges and payments, shiftwork balancing, and cash bank management.
• Ensures the front desk staff is following all applicable hotel policies, procedures and standards.
• Is able to perform all the duties and responsibilities of the Bell Staff and Front Desk Agents.
• Ensures guest security by following proper protocol and maintaining proper key control.
• Maintains the highest level of confidentiality.
• Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.
• Outstanding example of and a credit to FireKeepers Casino Hotel.

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include maintaining sufficient staffing levels; interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Directly supervises the staff of the front desk, night audit, bell staff. Indirectly supervises all employees in the assigned departments that provide core support services to the property.

Job Requirements

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

• I can perform the essential functions of this job without accommodations
• I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*

Proficiency in both written and verbal English communication is required.

High school diploma or GED. Must be at least 21 years of age. Two years of direct guest service experience in a supervisory capacity; or one year of hotel front desk experience in a supervisory capacity; or three years of hotel front desk experience, including at least one year of hotel front desk experience at FireKeepers Casino Hotel. Proficient at using Windows-based computers and general computer applications, including Word, Excel, PowerPoint, and Outlook. Must be able to multi-task in a fast paced environment. Must have proven communication skills in communicating with all guests, Team Members, and management.

GENERAL OR PREFERRED QUALIFICATIONS

Experience with Opera property management system. Experience with Saflok key systems. Three years of direct guest service experience in a non-supervisory capacity. Two years of Front Desk supervisory experience.

Successful completion of any of the FireKeepers Casino Hotel Track Training programs.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in both written and verbal English communication is required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.