Front Desk Supervisor

Description

ESSENTIAL JOB FUNCTIONS:

• Develop and Mentor FSA Tribal Members within your department.
• Willingness and ability to train new team members.
• Champion the Eye-Hi-Goodbye in Guest Services and Carts.
• Assists in interviewing, hiring, orientation and training of new guest services team members.
• Appraises, coaches, mediates, recognizes and rewards team member's performance.
• Follow up with guest after check out to ensure satisfaction.
• Compute bills, collect payments, and make changes accurately for the guests.
• Maintains an operating bank, renders bills and issues change.
• Make and confirm room reservations for guests.
• Be responsible for the security of guest information within the system.
• Be proficient with Guest Check In/Out, Un-Assign, Pre-Assign, and VIP Registration for Guests.
• Must be able to stand for a minimum eight (8) hour shift.
• Take thorough and professional messages for guests.
• Maintain professional telephone etiquette.
• Schedules wake up calls.
• Maintain comps, direct mail offers and ensure billing profiles are accurate.
• Complete and verify shift checklist reviews to maintain shift integrity.
• Handle, resolve, log and communicate guest complaints.
• Follow and maintain proper credit card protection procedures for all guests.
• Answer inquiries pertaining to hotel services, shopping, dining, and travel directions.
• Be knowledgeable of property events.
• Maintain updated room availability and guest accounts, manually or by computer.
• Communicate with Housekeeping about VIP arrivals and expediting vacant clean rooms.
• Make courtesy calls to guest to ensure room satisfaction.
• Schedule dry cleaning service, post to guest folio and deliver to guest room.
• Remain highly visible and readily available for team members and guests at all times.
• Complete hotel work orders and inform pertinent team members of the issue via written and verbal communications.
• Flexibility to adjust work priorities as necessary.
  • Equipment Operation includes, but not limited to, Computer Skills (Database, MSOffice, LMS, Konami, and InfoGenesis), Fax Machine, Copy Machine, Avaya Phone System - PBX Station/Multi-line telephone console, Visionline Key encoder machine and Visionline Server
  • Skill in operation of the following tools and equipment, Commercial Laundry – Washer and Dryer, Chemical Dispensers, Cleaning and Chemical Usage, Laundry Cart, Laundry Chute, Housekeeping Cart, Vacuum Cleaner, Ozone Machines.

OTHER DUTIES AND RESPONSIBILITIES:

• Ability to maintain confidentiality of business and financial matters and information related to the property, tribal owners, partners, guests, team members etc.
• Practice safety standards at all times. Verbally reports all safety issues to hotel maintenance immediately and issue work order through the electronic work order system.
• Follow all universal precautions, bloodborne pathogen procedures and Personal Protective Equipment (PPE) as required.
• Must take responsibility for keeping a safe work area. This is done by knowing where to get information, knowing how to read product labels and Material Safety Data Sheet (MSDS), and knowing when and how to warn others about hazards. Adhere to and comply with all safety regulations when handling chemicals according to MSDS.
• Reports equipment malfunctions promptly to the supervisor and maintenance order system.
• Provides assistance to other team members to contribute to the smooth operation of the department and the hotel.
• Maintains security of equipment, keys and supplies issued each day.
• Promotes excellent guest service by practicing courteous, tactful and patient manner with other team members, management, guests, vendors and other members of the general public. Always practice the 10/5 rule:

• When passing guests or associates within a 10 foot radius make eye contact.
• When passing guests or associates within a 5 foot radius, acknowledge, and verbally greet such as “Good Morning, Afternoon, Evening”

• Understand and comply with established appearance standards and professional behavior.
• Understand and comply with the attendance policy.
•  Immediately report any suspicious activities by guest or others.
• Performs other related duties as may be assigned by upper management.

CORE COMPETENCIES & EQUIPMENT KNOWLEDGE:

• Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
• Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or team member; listen well.
• Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
• Quality:  Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
• Respect: Able to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
• Team Centered: Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
• Flexibility: Adjust work priorities as necessary. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and team members may be asked to work shifts other than those they prefer or normally work and overtime as required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described 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 job, the team member is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The team member is required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The team member must occasionally lift up to 35 pounds and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The team member may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

GENERAL SIGN-OFF:

The duties listed above are intended only as illustration of the various types of work that may be performed. The omissions of specific statements of duties do not exclude them from the position. The job description does not constitute an employment agreement between the employer and team member and is subject to change by the employer as the needs of the employer and requirements of the job change. The team member is expected to adhere to all company policies and applicable federal/state/local regulations.

Qualifications

MINIMUM QUALIFICATIONS:

• High school diploma or GED, with a college degree or equivalent experience preferred.
• Two years’ experience in the hotel hospitality industry which included supervision of front desk team.
• Communicate and work effectively with guests, team members and regulatory agency personnel.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Training needed to have the knowledge, skills and abilities to work with personal computers using Microsoft Office programs, cleaning equipment and sanitation systems.  Experience with point of sale systems, Lodging Management Systems and Bally Systems preferred.
• Strong customer service skills.
• Ability to use reason in resolving guest and team member issues.
• Excellent communication skills.
• Ability of obtain and maintain a gaming license from the Fort Sill Apache Gaming Commission.