Job Title:   Front Desk Supervisor
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Ameristar Casino East Chicago
East Chicago, IN
Hotel Operations


Position Summary

Oversees all operations of the hotel front desk.  Fosters adherence to Ameristar’s guest service standards by working closely with team members to ensure timely, outstanding service to both internal and external guests.

Duties and Responsibilities

  • Responsible for front desk operations including Front Desk Agents, Night Auditor, VIP Coordinators and Bell staff in the performance of their duties.
  • Serves as a leader for employees while fostering teamwork, high Team Member morale, motivation and open communication.
  • Coaches and develops Team Members using a consistent, approachable demeanor while clearly articulating expectations.
  • Provides direction and support for all staff members in order to achieve department goals and objectives.
  • Ensures all Front Desk Team Members receive proper training with emphasis on detail, in order to provide service levels consistent with Ameristar’s standards.
  • Helps to maintain and enhance a safe, secure and comfortable environment for our guests and Team Members.
  • Supervises the day-to-day activities of the Front Desk and telecommunication via customer contact and supervision of Team Members, ensuring 100% guest satisfaction.
  • Oversees customer check-in/check-out.
  • Enters information via Kronos for payroll processing.
  • Conducts all cash handling in accordance with cash handling policy and monitors variances on a daily basis.
  • Monitors telephone communication via call monitoring system.
  • Authorized to verity pre-approved room comping levels and authorized to change incorrect information.
  • Processes discrepancy reports, rate variations and credit reports.
  • Coordinates the ordering and reconciliation of package coupons.
  • Works with Housekeeping and Casino Marketing to ensure timely guest check-in and maximum occupancy.
  • Coordinated VIP arrivals and ensures all arrangements have been confirmed prior to arrival.
  • Ensures all eligible card holders are pre-registered, and room checked prior to arrival.
  • Monitors volume to ensure fast, friendly and efficient service.
  • Ensures that guest problems/complaints are managed in an effective, courteous manner.
  • Ensures that all Front Desk staff behavior and appearance are in compliance with established policy.
  • Maintains knowledge of hotel, community and special events in order to accurately provide guests with needed information.
  •  Performs duties of Front Desk Agents and other Front Desk and ServicesTteam Members as needed.

Required Knowledge and Skills
  • Strong computer skills with proficiency in Microsoft Word, Officer, EXCEL, and LMS preferred.
  • Must be able to work within a smoke filled environment
  • Must be able to stand/walk 100% of shift.
  • Must be able to lift/move up to 100 pounds and possess the mobility and dexterity required to meet the demands incumbent to this position.
Required Natural Behaviors
  • Ability to sustain a high level of confidentiality and professionalism
  • Ability to maintain a high level of energy.
  • Demonstrate strong leadership and organizational skills.
  • Ability to communicate written and verbal information effectively.
  • Ability to provide excellent customer service skills.
  • Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off.
Required Education and Work Experience
  • High school diploma or equivalent required.  College degree preferred.
  • 2 years’ experience in hospitality industry in a supervisory capacity required.
  • Knowledge of casino/hotel industry preferred.
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If you need reasonable accommodation to complete the on-line application, please contact the property Human Resources Department or email for technical support during the application process.