Front Desk Reservations Supervisor

Front Desk Reservations Supervisor

Job Description

Join Our Team as a Front Desk Reservations Supervisor at Shoshone-Bannock Casino Hotel!

Are you ready to take on a dynamic and rewarding role? We're looking for enthusiastic individuals to join our team as Front Desk Reservations Supervisors. If you excel in a fast-paced environment and enjoy providing exceptional guest experiences, this is the perfect job for you!

What You'll Do:

• Oversee Operations: Supervise check-ins/check-outs, room reservations, cancellations, securing payments, and verifying and adjusting billing.
• Assist Guests: Provide guests with directions and information regarding property amenities, events, and services.
• Maintain Confidentiality: Ensure confidentiality of the Gaming/Hotel Operations.
• Follow Policies: Maintain daily logs and records for accounting functions such as charge backs, paid outs, voids, and correction vouchers.
• Evaluate Performance: Ensure evaluations are completed in a timely manner.
• Verify Tasks: Verify the completion of daily tasks by Front Desk Agents.
• Review Reports: Review and verify Hotel Front Verification of all Proto base Settlements, Online Travel Agencies, room closures, invoicing, STR Reports, and Casino Promotions.
• Report Concerns: Report guest concerns regarding rooms, public areas, restaurants, or other amenities to the appropriate departments.
• Train Staff: Provide ongoing assistance, training, and mentoring to Front Desk staff.
• Handle Complaints: Handle guest complaints and seek appropriate resolutions in a timely manner.
• Support Management: Handle assignments from the Management Team.
• Ensure Fairness: Maintain fairness and equality for each staff member in status, rights, and opportunities.
• Process Requests: Process guest requests such as wake-up calls, housekeeping requests, dining suggestions, loss prevention concerns, or other inquiries by notifying the appropriate department and following up to ensure guest satisfaction.
• Comply with Standards: Comply with quality assurance expectations and standards.
• Communicate Clearly: Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Know the Property: Be thoroughly familiar with hotel amenities, room rate promotions, restaurants, surrounding venues, and hotel policy to assist guests with requests for information.
• Maintain Confidentiality: Maintain strict confidentiality of all information processed through the department, including records, reports, documents, and conversations.

What We're Looking For:

• High School Diploma or GED: Required.
• Experience: Two to four years of front desk, reservations, or hospitality experience required; Supervisor training and certificates preferred.
• Supervisory Experience: One to three years of supervisory experience in hospitality or a similar field required; one year of experience in hospitality or a similar field preferred.
• Education: AA Degree in Hospitality or Business Administration or three years of training and certificates in a similar field required; two to five years of supervisory experience required. Bachelor’s degree in hospitality or business administration required; three to five years of supervisory experience required; two to four years of experience in the hospitality area preferred.

Certificates, License, and Registrations:

• Supporting Documents: Must submit supporting documents of education and training (High School Diploma, GED, Degree, and Hospitality Certificates).
• Driver’s License: Must obtain and maintain a valid Driver’s License and qualify for Fleet Management coverage on company vehicles.

Supervisory Responsibilities:

• Direct Supervision: Directly supervise all Team Members in the department.
• Assist Supervision: Assist in the direct supervision of all department employees on assigned shifts.
• Carry Out Responsibilities: Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.

Physical Demands:

• Standing: Ability to stand for long periods (6-10 hours) and occasionally lift/move up to 50 pounds.
• Vision: Specific vision abilities required, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Public Environment: Public work environment with exposure to moving mechanical parts, fumes, tobacco smoke, and airborne particles.
• Noise Level: Moderate noise level, increasing to loud on the casino floor.

Discover Amazing Benefits at Shoshone-Bannock Casino Hotel!

At Shoshone-Bannock Casino Hotel, we believe in taking care of our team members. Check out the fantastic benefits you'll enjoy when you join our family:

Paid Leave and Holidays:

• Generous PTO and vacation days to recharge and relax.
• Ceremonial leave to celebrate important cultural events.
• Various holidays off to spend time with family and friends.

Comprehensive Benefits Package:

• Health Insurance: Medical, Dental, Vision, and Prescription coverage to keep you healthy.
• Basic Life/AD&D/Dependent Life: Protect yourself and your loved ones.
• Telemedicine: Access healthcare professionals from the comfort of your home.
• Short Term and Long-Term Disability: Support when you need it most.
• Employee Assistance Plan (EAP): Get help with personal and professional challenges.
• Supplemental Products: Enhance your coverage with options like Flexible Spending Account, Hospital Indemnity, Critical Illness, Accident, Identity Theft Protection, and Whole Life with Long Term Care.
• Retirement Plans: Secure your future with 401K and ROTH plans.

Enrollment Information:

• Open Enrollment: Enroll in benefits once yearly during open enrollment.
• Eligibility: All permanent full-time employees (30 hours per week) who have completed their probationary period are eligible to enroll.

Ready to make a difference in our team and enjoy these amazing benefits? Apply now and become a part of our team at Shoshone-Bannock Casino Hotel!

Please fill out the attached application and send it to Josephine Tuell at josephine.tuell@shobangaming.com. If you have any questions or concerns, please reach out to Josephine at 208-238-4800 ext. 3041.