Front Desk Supervisor

In this fast-paced, high energy environment where great guest service is essential, how do we ensure all of our hotel guests are happy with their stay?  As the Front Desk Supervisor you will oversee the day-to-day operations and performance of the Front Desk, Concierge, and Bell Services team and assist in the administration of hotel operations. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.    

Principal Duties and Responsibilities (*Essential Functions)

1. *Oversee the day-to-day operations and performance of the Front Desk, Concierge, and Bell Services team and assist in the administration of hotel operations.  Resolve guest issues as needed. Recommend improvements to department operations and assist the Hotel Front Office Manager to execute changes.  
2. *Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to interviewing and training team members; scheduling and motivating team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints; and resolving problems.  
3. * Act as a resource to guests and team members by maintaining thorough knowledge of the facility, special events, promotions, local events, attractions, and other amenities.
4. *Ensure proper procedures are followed for handling of financial transactions and guest security. Post charges to guest accounts and makes adjustments and corrections as necessary.
5. *Work front desk, concierge, and bell areas as needed and ensure maximum level of guest service and satisfaction is achieved and maintained throughout the department.
6. Provide feedback to the Hotel Front Office Manager on guest preferences and expectations.
7. Ensure hotel entrance, public areas, and front desk are safe, clean, and attractive.
8. Ensure full compliance with departmental Internal Controls, policies, procedures, and regulations.
9. Perform other duties as assigned.

1. A high school diploma or equivalent and 1 year of related experience are required.  Previous Hotel experience preferred. 
2. Six months of supervisory experience is preferred.  
3. Office skills must include the ability to use standard office equipment and basic knowledge of Microsoft Office is required.   
4. The ability to maintain discretion in handling confidential information.  
5. The ability to interact with guests and team members professionally, including the ability to speak in front of small groups of team members.  
6. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
7. While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms.   The team member must be able to operate a personal computer/point-of-sale (POS) system. The team member may be required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally, without assistance.  Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.     

Working Conditions
The noise level is usually moderate.  When on the casino floor, the noise level increases. The hotel is smoke free but the facility is not smoke free.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.