RV Front Desk Supervisor

Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants. At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians. Drug Testing: The Kalispel Tribe of Indians is a drug free work place. All applicants are subject to drug testing at the time of hire and at unannounced times during employment. Background Investigation: All candidates and employees may be subject to a background investigation.

Kalispel Hospitality
It is our expectation that anyone who works for the Kalispel Tribe of Indians lives by and operates out of the following behaviors and beliefs:

CORE PURPOSE
We Make People Feel Special. Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.

CORE VALUES
We Take Pride In Everything We Do. Proudly represent the Kalispel Tribe, anticipate guest needs, and take ownership and put others first.
Everyone is Welcome Here. Respect and honor all guests, use sincere “thank you” and “goodbye,” and use guest name whenever possible.
We Choose Excellence Every Day. Help each other achieve greatness, be genuine, attentive, and flexible, and know the property and amenities.

Summary of Functions

Is responsible for office management, bookkeeping, reports, scheduling, the day to day leadership and communication of all RV front desk team members, RV resort events, and assisting co-departments as needed.

Essential Duties and Responsibilities

● Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
● Exemplify the Core Purpose and Core Values at all times; make guests and Team Members feel special.
● Ensure Good Sam and Kalispel Hospitality service standards in all interactions.
● Collaborate with team members from the Northern Quest Resort & Casino (NQRC) to ensure a seamless service for guests.
● Arrive early enough to facilitate a smooth transition from previous shift.
● Ensure checklists are being completed on daily basis.
● Review manager’s logbook and follow through on necessary action.
● At the beginning of the shift, familiarize self with the following:
  ▪ Room situation in the RV Resort
  ▪ Staffing for the day’s arrival/departures
  ▪ VIP arrivals and departures
● Meet with RV Resort Manager daily and discuss:
  ▪ Inventory and selling strategy
  ▪ Group arrivals and departures
  ▪ RV Events
  ▪ Proper staffing levels
  ▪ The day’s activities
● Hold pre-shift meetings daily and discuss:
  ▪ Group arrivals and departures
  ▪ Training topic
  ▪ Four Diamond Service Standards
  ▪ Selling strategy
  ▪ The day’s activities
  ▪ RV Events
• Review Night Audit reports, and complete night audit procedures when needed:
   Complete nightly reports regarding VIPs, Occupancy%, and No Show Reservations
   Complete Audit process nightly
   Review in-house reservations for accuracy
• Ensures accurate billing of all sites and cottages.
• Responsible for all aspects of the RV Resort property management system.
• Oversee the activities of the RV Front Desk Agents.
• Monitors RV Front Desk Agents’ variances.
● Ability to act as a Front Desk Agent when needed.
● Have extensive knowledge of the Camas Club/VIP Services and its policies and procedures.
● Have complete NQRC resort knowledge and the ability to answer guest’s questions successfully.
● Provide anticipatory service in a thoughtful and intuitive way and by exhibiting a genuine sense of interest and concern for the guest.
● Ensure guest confidentiality standards are followed.
● Answer all telephones within three rings.
● Handle all guest complaints quickly and appropriately.
● Reports resort comments, suggestions, and complaints to RV Resort Manager.
● Reports guest or team member emergency situations or immediate need situations to RV Resort Manager.
● Prepares and distributes resort communications such as rule reminders and flyers.
● Constantly monitor status of cottages and sites and communicate to housekeeping any occupancy changes or discrepancies.
● Participate in formulating and administering company policies and developing short term objectives for the RV Front Desk operation.
● Assist RV Resort Manager in maintaining provided annual budget that includes, but is not limited to, advertising, maintenance, payroll, and utilities.
● Assist RV Resort Manager with developing of staff in the areas of customer service, hospitality and policies and procedures.
● Assists RV Resort Manager with hiring, training, daily activities, and scheduling.
● Report to RV Resort Manager situations that require disciplinary action or HR attention and assist with holding team members accountable.
● Reviews Attendance and Centralized Scheduling/Payroll Exception Reports.
● Meet regularly with RV Front Desk Agents and RV Resort Manager to develop skills for next career step.
● Create, implement, and assess training programs.
● Establishing and monitor standards of job performance and a professional development plan for each reporting member of the team.
● Writes, types, or enters information into computer to prepare correspondence, bills, statements, receipts, checks or other documents as directed.
● Responsible for planning and coordinating guest events and activities within the resort or group events at the resort.
● Responsible for coordinating group reservations.
● Provides tours to groups or individuals.
● Coordinate RV Events with necessary departments, and ensure set-up, correct billing, oversite, and teardown.
● Work with outside team members in a positive and cooperative manner. Help provide information and assistance to ensure a smooth-running resort that features a first class guest experience.
● Collaborate with housekeeping and maintenance staff on work orders.
● Follow and enforce proper cash handling/tip procedures. Including controlling and maintaining bank tills, receipts, and comp slips.
● Accurately completes required paperwork and maintain logs.
● Monitors, maintain, and orders necessary supplies.
● Ensure control/protection of company assets.
● Ability to assist with housekeeping service in both cottages and public areas, light maintenance and grounds work as needed.
● Ability to assist Hotel Front Desk and Reservations as needed.
● Ability to recognize and react to conditions, both internal and external, which present a positive or negative image of the resort.
● Ability to deal with under pressure situations in all aspects of the RV Resort operations.
● Is knowledgeable of all emergency procedures, fire alarm operations, evacuation procedures, the role the Front Desk plays in those situations, and is able to assist the RV Resort Manager in an emergency, if needed.
● Knowledgeable of all federal and local laws as they relate to and govern the operation of the RV resort.
● Ensures that OSHA regulations are complied with, within the department and/or division.
● Available and willing to work any changes in hours deemed necessary for business levels.
● Responsible for maintaining a consistent, regular good attendance record.
● May be required to be a panelist for the Internal Review Hearings.
● Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.
● This job description does not list all of the duties of this position. You may be instructed by the RV Resort Manager or other senior management to perform other duties as assigned.

Supervisory Responsibilities

Directly supervises 3-6 RV Front Desk team members. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, scheduling, planning, assigning, and directing work; appraisal performance; rewarding and disciplining employees; addressing complaints and resolving problems.

This position will report directly to the RV Resort Manager and will be responsible for discretion in immediate reporting in crisis or urgent matters, resolving guest reservation issues, and standard daily and weekly reporting.

Education

● High school diploma or general education degree (GED) required. Associate of Arts (A.A.) or Associates of Applied Science (A.A.S.) in related field a plus.

Experience

● One year Front Desk Agent experience in a 150 room hotel/resort and/or one year hotel or RV supervisory experience;
● Experience in a triple grade RV Park or four star/four diamond hotel preferred.
● Knowledge of property management, hospitality, hotel, or RV resort management.

Skills

● Must be personable, enjoy working with people, and have excellent customer service skills.
● Must be computer literate with working knowledge of Microsoft programs and other computer software.
● Ability to type at least 40 wpm. (Test Required)
● Highly Articulate.
● Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
● Ability to work with mathematical concepts such as probability, fractions, percentages and ratios to practical solutions.
● Ability to establish procedures for the effective implementation of the RV Resort Manager’s directives.
● Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda and other information and instructions.
● Ability to analyze and solve complex management problems having non-standard solutions.
● Ability to maintain effective working relationships with public officials, department heads, associates and the public.
● Skill in effectively communicating information through verbal and written correspondence to employees, managers, clients, customers, and the general public, including writing reports, business correspondence and procedural manuals.
● Skill in solving practical problems and dealing with situations where only limited standardization exists.
● Excellent organizational, communication and leadership skills.
● Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
● Skills in assessing operation, program, staffing and fiscal needs.
● Skill in identifying and resolving administrative/Guest Hospitality problems under pressure conditions.

Other Requirements

• Ability to obtain and maintain a Tribal Gaming License.
• Washington State health card and MAST Certification
• Valid Washington or Idaho Driver’s License (Must be in possession while operating a Tribal vehicle).
• Hepatitis A & B shots.
• Work nights, weekends, and holidays as required.

Physical Demands

● Requires the strength to lift and or move objects weighing up to 75 pounds.
● Constantly requires the ability to give and receive detailed information through verbal communication.
● Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
● Constantly requires repetitive movement of the wrists, hands and/or fingers.
● Often requires walking or moving about to accomplish tasks.
● Often requires standing and/or sitting for sustained periods of time.
● Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
● Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
● Occasionally requires stooping which entails the use of the lower extremities and back muscles. Infrequently requires crouching.
● Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions. The noise level in the work environment is usually moderate.

Travel Requirements

Local travel is occasionally required. Travel outside of the state is infrequently required. Typical travel time is generally less than a week.