What are the responsibilities and job description for the Front Desk Supervisor position at Rain Rock Casino?
Position Description
Title: Front Desk Supervisor
Reports to: Front Office Manager
Location: Hotel
Salary: $24.00 - $30.00 per hour, (DOE)
Classification: Full-time, Non-Exempt
Summary:
The Front Desk Supervisor oversees the overall day to day operations of the Front Desk/Gift Shop, assists Front Office Manager with the daily sales to scheduling Front Desk/Gift Shop staff for daytime and evening operations.
Essential Duties and Responsibilities including the following:
- The Front Desk Supervisor will ensure a hospitable, smooth and efficient operation.
- This role is highly visible and interacts with sponsors, vendors, clients, and Management.
- Leads by example at all times and provides the highest level of customer service to all guests, vendors and clients.
- Register guests by inputting information into computer and assigning them rooms.
- Settle and checkout guest?s accounts by inputting method of payment into computer and releasing room.
- Maintain excellent guest service/employee relations through effective communication and by following company guidelines.
- Supervise staff to ensure job duties/breaks promote the overall operation of the Front Office.
- Handle all front office employee and guest concerns in a professional manner.
- Evaluate staff performance.
- Answer calls and process requests from guests.
- Make, return and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.
- Assist guests with faxes, telephone calls, mail packages, directions and all other basic inquires.
- Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
- Prepare and organize reports for tracking rebates, lost phone calls, agent up-sells, night occupancy reports, etc.
- Post and balance room charges to guest?s accounts in order to keep these accounts current and correct at all times.
- Research and correct disputed room charges by use of various reports and master accounts to correct any improper postings to guest?s accounts.
- Monitor staff behavior, direct breaks and direct job functions to expedite check-in/out and baggage handling procedures.
- Direct staff in proper job functions and proper guest interaction.
- Provide clear direction, instruction and guidance to guests.
- Attend and participate in meetings in order to be informed of new rules, regulations and procedures and to discuss scheduling and/or other concerns of the Hotel and/or department.
- In addition to performance of essential functions, this position may be required to perform a combination of functions to be determined based upon the particular needs of the Hotel.
- Shall be polite and maintain a priority system in accepting other position related job duties as assigned.
WORKING CONDITIONS & ENVIRONMENT
- The noise level in the work environment is usually loud.
- Must be available to work in a smoke-filled environment.
- Must be able to work all shifts, weekends, and holidays.
- Must be able to lift and/or move up to 60 pounds.
Salary : $24 - $30
