What are the responsibilities and job description for the Hotel Operations Supervisor position at Viejas Casino & Resort?
GENERAL SUMMARY
The Hotel Operations Supervisor is responsible for assisting the hotel team with the day-to-day front desk operations.
CORE SCOPE OF POSITION
- Assists the leadership team in overseeing the day-to-day hotel operations in the assigned area.
- Guides and directs hotel team members to ensure all service requirements are understood and met.
- Schedule team members to ensure all areas and shifts are adequately covered.
- Provides cross-training of team members for all shift-related duties and responsibilities.
- Provides coaching, monitoring, and disciplining of team members when team members job performance are not up to par.
- Evaluates and monitors team member performance on an ongoing basis.
- Develops, evaluates and recommends team members for promotions.
- Participates in the recruitment of all hotel positions, making hiring decisions.
- Administers, enforces, and ensures that all team member policies and all company policies, procedures, rules and regulations are followed.
- Establishes and maintains effective channels of communication with team members and guests.
- Assists in managing hotel reservation/inventory system such as Global Distribution System as well as loading and maintaining rates and information in the designated system.
- Monitors random calls coming to the enterprise to ensure goals and objectives are met, making sure guests receive the correct information, measuring the length of call and conversation.
- Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the hotel policies and procedures.
- Performs other duties as assigned.
LEADERSHIP
- Is a role model of the Viejas’s service culture.
- Leads by example and creates strong morale and engagement in his/her team.
- Communicates company and departmental goals and fosters open communication across the department.
- Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
- Manages conflict effectively; listens and assesses situations; takes action to resolve.
INTERACTION
- Interacts with internal and external guests with a positive attitude and professionalism at all times.
- Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.
SUPERVISION
- Provide direct supervision of team members in the assigned area of hotel operations.
EDUCATION/CERTIFICATION
- High school diploma or equivalent required.
EXPERIENCE
- Minimum 2 years of experience in hospitality.
- 1 year in supervisory role is a plus.
