SUPERVISOR - HOTEL OPERATIONS

Description

POSITION SUMMARY: The Hotel Operations Supervisor is responsible for ensuring the smooth and efficient operation of the Hotel, to include the specific departments Call Center, Front Office, Housekeeping, and Environmental Services. The supervisor will primarily be responsible for communications, along with assisting with managing responsibilities, administrative duties, and collaborating with various departments to deliver exceptional guest experiences.  

Top Job Functions:

1. Handling incoming calls afterhours for Housekeeping, Environmental Services, Front Office, and Call Center to include inputting reservations.
2. Assist housekeeping with daily room assignments.  
3. Assist with Administrative duties, such as payroll, responding to and handling emails reporting, processing credit card authorizations. 

Specific Job Functions:

• Handle incoming calls for the Hotel Operations Department. 
• Ensure exceptional guest service and satisfaction by addressing complaints, feedback, concerns, and requests promptly, professionally, and effectively. Ensure the hotel staff is delivering the same service standards. 
• Monitor, document, and notify department managers of any problems that may impact or jeopardize the achievement of the current or future departmental objectives. Perform all duties as deemed necessary for the success of the department and company. 
• Have full working knowledge of Group Reservations regarding master accounts and working within them regarding rooming lists, group blocks, direct bills, account settlement etc. .
• Keep up to date and accurate records of all Housekeeping, Environmental Services, Call Center, Bell desk, and Front Desk team members’ Leave of absence, holiday pay, medical leave, FMLA, and attendance records. 
• Assist with drafting discipline when necessary for departmental management’s review and issuance.  
• Assist with call center incoming call reporting, staff productivity, and suggest schedule modifications as needed. 
• Process back to backs as needed, communicate between departments regarding late checkouts, and no shows. 
• Maintain and update the department’s new hire documentation, to include but not limited to SOP’s, Handbooks, memos, etc. 
• Room Rack Control, smart blocking, for low inventory dates, blocking/re-blocking reservations to maximize inventory, etc. 
• Review daily reporting such as End of Shift reports, occupancy forecasting, housekeeping reporting, convention/group reports, inventory, rates, room counts, etc. to ensure necessary adjustments are made.  
• Affix charge requests for pre-purchase room amenities. 
• Maintain and record hotel occupancy status, groups, internal/downtown/citywide events that may pertain to daily operations of the hotel. 
• Prepare memorandums, team member communications, or other internal communications as requested. 
• Book reservations as needed for internal requests. 
• Place rooms out of service for special projects, or as directed. 
• Process monthly payment for recurring gym memberships. 
• Process payment for express check-ins. 
• Produce credit card authorization forms as needed for incoming reservations. 
• Verify monthly hotel upsells. 
• Perform other Hotel division duties as requested from management. 
• Suggest and implement improvements when necessary to improve guest service. 
• Assist with managing daily operations as needed and ensure efficiency within the department and our amenities.  
• Continuously seek ways to improve service quality, guest satisfaction, and overall hotel performance.  

Knowledge/Skills/Abilities:

• Excellent customer service skills.
• Interpersonal skills to effectively communicate with all business contacts.
• Ability to effectively communicate in English, in both oral and written forms.
• Previous Hotel PMS experience, preferably LMS
• Previous experience with service related ticketing systems such as Alice or HotSOS
• Microsoft Office experienced in Outlook, Word, Excel

Managerial Responsibilities:

• Front Desk Agents
• Guest Room attendants
• Housepersons, Utility Housepersons
• EVS porters and utility porters
• Bell persons
• Call Center Agents

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Requirements

Education and/or Experience

Required:

• Minimum High School graduate.
• Ability to organize and prioritize work and meet deadlines.
• Minimum one year experience as a supervisor.
• Position requires the exercise of considerable managerial skill, as position involves frequent decisions, meeting deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization, development and coordination of large scale work projects.
• Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. Ability to read and communicate verbally and in writing to prepare complex occupancy reports and other correspondence.
• Ability to effectively deal with internal and external customers, some of whom require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Proficient computer skills. Ability to access and input information using a moderately complex computer program.
• Ability to deal with a number of problems requiring initiative and good judgment.
• Must be able to communicate effectively in English, in both written and oral forms.

Preferred:

• Experience in managing Front End and Back End Union employees
• Experience in managing Housekeeping
• Available to train and work all shifts (Day, Swing and Grave)
• Available to work weekends, holidays and special events
• Previous experience working in a similar resort setting

Certificates, Licenses, Registrations:

• Gaming Card
• Alcohol Awareness Card

Work Schedule/Hours:

• Full-time position, all shifts, weekends, holidays, extended hours.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit for long periods of time and stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk, climb or balance stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit and taste or smell. 
• Fast paced and dynamic environment.
• The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. 

Work Conditions:

• The employee is occasionally exposed to inclement weather conditions and may be exposed to variety of weather including extreme heat, rain, wind, and any other condition applicable to geographic area. 

Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.