Front Desk Reservations Supervisor

About Us

Join the vibrant team at Shoshone-Bannock Casino Hotel, where we pride ourselves on delivering exceptional guest experiences in a dynamic and welcoming environment. As a Front Desk/Reservations Supervisor, you'll play a crucial role in ensuring our guests have a seamless and enjoyable stay.

Job Summary

We are seeking a friendly and organized Front Desk/Reservations Supervisor to oversee the Front Desk and Reservation staff. This role involves supervising check-ins/check-outs, room reservations, cancellations, securing payments, verifying and adjusting billing, and assisting guests with directions and information regarding property amenities, events, and services.

Key Responsibilities

• Ensure confidentiality of the Gaming/Hotel Operations.
• Follow accounting policies by maintaining daily logs and records for accounting functions such as charge backs, paid outs, voids, and correction vouchers.
• Ensure evaluations are completed in a timely manner.
• Verify the completion of daily tasks by Front Desk Agents.
• Review and verify Hotel Front Verification of all Proto base Settlements, Online Travel Agencies, room closures, invoicing, STR Reports, and Casino Promotions.
• Report guest concerns regarding rooms, public areas, restaurants, or other amenities to the appropriate departments.
• Provide ongoing assistance, training, and mentoring to Front Desk staff.
• Handle guest complaints and seek appropriate resolutions in a timely manner.
• Handle assignments from the Management Team.
• Maintain fairness and equality for each staff member in status, rights, and opportunities.
• 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 quality assurance expectations and standards.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Be thoroughly familiar with hotel amenities, room rate promotions, restaurants, surrounding venues, and hotel policy to assist guests with requests for information.
• Maintain strict confidentiality of all information processed through the department, including records, reports, documents, and conversations.

Qualifications

• High school diploma or GED required.
• Two to four years of front desk, reservations, or hospitality experience required; Supervisor training and certificates preferred (G9).
• 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 (G10).
• 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 (G11).
• 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 (G12).

Certificates, License, and Registrations

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

Supervisory Responsibilities

• Directly supervise all Team Members in the department.
• Assist in the direct supervision of all department employees on assigned shifts.
• 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

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

Work Environment

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

Benefits Overview

• Paid Leave and Holidays:

  • Personal Time Off (PTO) and Vacation Leave
  • Ceremonial Leave
  • Holidays: Sho-Ban Indian Festival (1 day), New Year’s Eve (1/2 day), New Year’s Day, Martin Luther King Jr. Day, Tribal Leaders Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indian Day (last Friday of September), Indigenous Peoples Day, Veteran’s Day, Thanksgiving Day, National Native American Heritage Day, Fort Bridger Treaty Day, Christmas Eve, Christmas Day

• Health and Wellness Benefits:

  • Health Insurance: Medical, Dental, Vision, and Prescription coverage
  • Basic Life/AD&D/Dependent Life Insurance
  • Telemedicine Services
  • Short Term and Long-Term Disability Insurance
  • Employee Assistance Plan (EAP)

• Supplemental Products Offered:

  • Flexible Spending Account (FSA)
  • Hospital Indemnity
  • Critical Illness Insurance
  • Accident Insurance
  • Identity Theft Protection
  • Whole Life Insurance with Long Term Care

• Retirement Benefits:

  • 401K/ROTH Plans

Eligibility: All permanent full-time employees (30 hours per week) who have completed their probationary period are eligible to enroll in benefits during the annual open enrollment period.

How to Apply: Submit your application to the Shoshone-Bannock Casino Hotel Human Resource Office. Applications are available at the Human Resource Office located at the old Casino property.

Join us and be part of a team that values excellence, teamwork, and a positive work environment. We look forward to welcoming you to the Shoshone-Bannock Casino Hotel family!