Front Desk Supervisor (Overnight)

A FULL HOUSE OF TOTAL REWARDS

• Competitive Pay: Initial hiring range of $70,761 - $77,837 DOE, with potential up to $101,896 through annual performance/merit increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous PTO: Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

PURPOSE

As the Front Desk Supervisor, you become a pivotal link between the front desk team and management. In this role, you ensure that every guest interaction is handled with utmost care and professionalism, reflecting the high standards of Snoqualmie Casino & Hotel. You will support the Front Desk Manager in all aspects of desk operations including overnight processes, fostering a supportive and efficient environment for both guests and team members.

SUPERVISORY SCOPE

• Front Desk Associate

ESSENTIAL DUTIES / RESPONSIBILITIES

• Guest Service & Relations: Deliver exceptional service by handling check-ins/check-outs, addressing inquiries, making reservations, and resolving guest issues to ensure satisfaction.
• Cashiering & Financial Accuracy: Perform cashiering duties, balance transactions, and ensure accurate front desk accounting records for the hotel’s financial reports.
• Promotions & Cleanliness: Monitor promotional programs (coupons, discounts, gift certificates) and maintain lobby cleanliness through light janitorial tasks.
• Team Support & Operational Oversight: Assist the Front Desk Manager with daily operations, provide guidance to team members, and ensure smooth front desk activities.
• Training & Performance Management: Aid in training new team members and assist with performance evaluations, providing feedback to improve service quality.
• Emergency Response & Safety: Act as a key contact during emergencies, ensuring guest safety and security protocols are followed.
• Additional Duties: Perform other tasks as assigned to support overall hotel operations.

Education and Experience:

• Two (2) years of experience in hotel front desk operations.

Skills and Abilities:

• Guest Service & Problem Resolution: Prioritize guest needs by assisting with special requests, resolving complaints promptly, and ensuring a positive experience. Handle mail, packages, and messages following proper procedures, and deliver guest amenities when necessary.
• Financial Management & Accuracy: Post room charges, taxes, and revenues to guest accounts, verify accuracy, transfer charges to master accounts, and prepare summaries of cash and credit card activities. Track room revenues and occupancy and ensure precise billing and reservation processes.
• Auditing & Reporting: Understand auditing principles and perform checks to ensure no discrepancies in accounts. Summarize operational results, track key statistics, and file and report data to management.
• Leadership & Team Support: Lead by example under the direction of the Front Desk Manager, assist in training and motivating team members, and provide guidance to ensure efficient hotel operations.
• Communication & Interpersonal Skills: Demonstrate strong communication skills with guests and team members, maintain a welcoming atmosphere, and handle telephone etiquette professionally.
• Adaptability & Problem-Solving: Adapt to the dynamic hotel environment, resolve issues effectively, and ensure guest satisfaction while maintaining hotel standards.
• Organizational Skills & Cleanliness: Ensure front desk, lobby, back office, and workstations are clean and organized to promote a professional and efficient environment.
• Safety & Emergency Procedures: Be fully knowledgeable of emergency procedures, safety protocols, and accident prevention policies to ensure a secure environment for guests and staff.
• Technical Proficiency: Utilize Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for creating and managing documents, spreadsheets, presentations, and emails with accuracy and efficiency.
• Flexibility & Availability: Ability to work flexible hours, including weekends and holidays, to meet the needs of the hotel and guests, and to be trained on the overnight process for coverage when necessary.

PREFERRED

Education and Experience:

• Experience with a Hotel Management Software.
• One (1) years of experience leading others in a supervisor or lead role.
• Experience working in an integrated Casino Hotel and/or a Forbes or AAA rated property.
• Bilingual