Front Office Supervisor

3 weeks ago

Pittsburgh, United States tapwage Full time

Job Details

Description

Front Office Supervisor - Rivers Casino Pittsburgh

Summary: The Front Office Supervisor is responsible for overseeing daily operations of the front desk, night audit, and PBX/Reservations at The Landing Hotel. This role ensures the highest level of guest service by maintaining smooth, efficient operations and resolving guest issues. The supervisor is also responsible for training, developing, and managing the front office team, ensuring compliance with all hotel policies and procedures, and maximizing occupancy and revenue.

Essential Job Functions:

- Oversee daily operations of the front desk, night audit, and PBX/Reservations, ensuring staff adherence to all policies and procedures.
- Provide leadership through coaching, development, and discipline of team members, ensuring compliance with company standards.
- Conduct training sessions on safety and standard operating procedures to ensure all team members are fully equipped for their roles.
- Maintain proper staffing levels and adjust as necessary to meet hotel demands.
- Manage guest experiences, including handling complaints and concerns, and follow up to ensure prompt and appropriate resolutions.
- Work closely with Housekeeping and PBX/Reservations to enhance the overall guest experience.
- Operate PBX/Reservations equipment, including handling calls, making reservations, and scheduling hotel and casino events.
- Conduct interviews, hire team members, evaluate performance, and handle disciplinary actions when necessary.
- Ensure team members’ appearances and conduct meet hotel standards.
- Provide efficient check-in/check-out services, while promoting room upgrades to maximize hotel revenue.
- Monitor occupancy and average daily rate, ensuring optimal profitability.
- Maintain cleanliness, sanitation, and organization in work areas.
- Serve as a role model for team members during high-pressure situations or emergencies, providing guidance and support.
- Monitor and authorize revenue allowances to resolve guest concerns while promoting guest satisfaction.
- Perform other guest-related tasks such as room tours, concierge services, and special requests.

Qualifications:

- High school diploma or equivalent required; 2-5 years of hotel or related experience preferred.
- 2-5 years of supervisory experience preferred.
- Ability to work under pressure and manage multiple tasks in a fast-paced environment.
- Familiarity with PMS, CRM, and other hotel management systems.
- Ability to resolve problems quickly and efficiently, with strong decision-making skills.
- Comfortable working in an environment with secondhand smoke and high noise levels.
- Ability to communicate effectively in English with team members and guests

Certifications:

- Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license.

Physical Requirements:

- Prolonged periods of standing, walking and sitting
- Regular bending, stretching, twisting, and reaching
- Ability to push/pull objects weighing up to 50 pounds frequently

The above duties and responsibilities are representative. Full job descriptions are available upon hire.

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