Hotel Front Desk Supervisor (Full-Time)

JOB DESCRIPTION

Position Title: Front Desk Supervisor

Department: Hotel

Employment Classification: Non-Exempt

Position Summary/General Description:

Expectations:

• Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
• Act as a role model within and outside the casino.
• Maintain a positive and respectful attitude toward customers and co-workers.
• Consistently report to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• Oversee, train, guide, support front desk team members and participate, as needed, in front desk duties including, but not limited to: processing room reservations; checking-in/out guests; assigning rooms; posting charges to guest accounts and making corrections/adjustments as needed; handling guest requests, complaints and service recovery issues promptly and professionally; cashiering in accordance with LDC cashiering procedures which comply with accounting standards; and informing guests of casino activities.
• Establish and implement standards and procedures to ensure the highest level of guest service.
• Assist the front desk manager as needed with timely interviews, scheduling, appraisals, progressive discipline and supervision of all directly assigned personnel.
• Build relationships and loyalty with guests through sincere and meaningful interactions both in person and on the phone (e.g., learn guests’ names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.
• Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).

• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).

• Sell rooms as needed at front desk to reach occupancy goals using yield management.
• Work under pressure, odd or unusual hours, including weekends and overtime.
• Resolve problems/conflicts in a professional, diplomatic and tactful manner.
• Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.
• Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.
• Schedule regular shift meetings with front desk team members.
• Stay well informed of all hotel related statistics including room rates, package specials, occupancy, group business and casino events. Keeps team members aware of same.
• Review and approve all shift work completed at front desk.
• Use discretion and maintain confidentiality when handling sensitive information.
• Communicate with all levels of management and clientele.
• Provide important information to the staff as needed.
• Research new and innovative ways of improving guest satisfaction and work applications.
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.
• Work closely with front desk team members and housekeeping to ensure accurate room status and address guest situations or problems.
• Participate in Laguna Development Corporation meetings and events as scheduled.
• Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.
• Communicate with area hotels to establish occupancy, rates and up-selling opportunities.

• Actively participate in Supervisory Development Leadership Series (SDLS) yearly.
• Actively participate in LDC’s Management Capacity Program (MCP).
• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience:

• Must have two years of demonstrated leadership ability in a supervisory role, preferably in the hospitality, hotel or casino industry.

Licensing & Certification:

Computer Equipment, Software, Machinery:

• Proficient with basic office equipment (e.g., computer, photocopying and faxing).
• Knowledge of Kronos (timekeeping software) and Paramount (purchasing software).
• Knowledge of OPERA, SafLok, Shift4, Super Play Mate and Micros.

Essential Physical Requirements:

• Requires the ability to hear, stand, talk, turn/twist, walk and repetitively use hands 51-100% of the time.
• Requires the ability to bend over, crouch/stoop, kneel and reach overhead 25-50% of the time.
• Requires the ability to balance/climb, crawl and sit 1-24% of the time.
• Requires the ability to push/pull 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.
• Requires the ability to carry 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.
• Requires the ability lift 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.
• Requires the ability to slide/transfer 1-25 lbs. 25-50% of the time and 25-50 lbs.1-24% of the time.

Essential Mental Demands:

• Requires the ability to solve problems, organize, make decisions, interpret data, read and write 51-100% of the time.
• Requires the ability to plan 25-50% of the time.

Supervisory Responsibilities:

Work Environment (inside/outside):

Other Requirements: