Hotel Operations Supervisor

1 week ago

Rochester, United States Lucky Eagle Casino Full time
Job DescriptionJob Description

Management reserves the right to change the essential duties of this position description from time to time as necessary

POSITION OVERVIEW:

This position will supervise and lead hotel operations including housekeeping and front desk in a manner that meets or exceeds company standards for guest service and satisfaction, team member morale, business needs/demands, product quality, and quality assurance. The supervisor must also ensure the quality of service in all guest and team interactions in order to provide the highest level of guest satisfaction and guest retention. This leader will further ensure that the highest level of room cleanliness & service is consistently delivered in order to provide the best possible guest experience for all hotel guests. This position will emulate a positive, upbeat, and heartfelt demeanor in order to deliver memorable and rewarding experiences.

This position ensures the confidentiality, security and accuracy of guest’s and team member’s records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times.

SUPERVISORY RESPONSIBILITY:

This position directly supervises assigned hotel team members.

ESSENTIAL FUNCTIONS:

The essential function of the Hotel Operations Supervisor includes but is not limited to:

  • Supervise the hotel operations teams in onboarding, training, and assigning daily tasks.
  • Provide an environment where motivated people want to join, learn, do their best, and advance.
  • Understand any issues with each team member to provide coaching, retraining and communication of job expectations.
  • Build strong relationships, and coordinate, with all other departments.
  • Retain a diverse team of well-trained team members by modeling the way, empowering, sharing what you know, as well as coaching and counseling, throughout the employment lifecycle.
  • Establish a high level of trust and mutual respect with team members to reduce turnover and build engagement and encourage growth and advancement.
  • Communicate effectively and constantly while building team member skill sets, knowledge, and abilities. Be visible and available to all team members while maintaining an open-door policy.
  • Ensure a positive environment with team members through the use of recognition and reward programs.
  • Support, involve, and encourage Soaring Service meetings and events to encourage team member engagement.
  • Issue room assignments to housekeeping team members, reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.
  • Train team members and direct the work flow and processes of the Front Desk.
  • Ensure team members have knowledge of hotel property, local attractions, and hours and operations of hotel outlets and services.
  • Coordinate and ensure that all required certifications are met.
  • Ensure compliance with accident/loss prevention programs, standard operating procedures, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.
  • Maintain and supervise compliance and understanding of current SOPs
  • Creating individual/ team goals ensuring that productivity meets guest and company expectations.
  • Perform disciplinary actions and performance evaluations based on monitoring of guidelines set forth by policy and procedure.
  • Creating weekly schedules based on business needs and team member requests
  • Enter schedules, managing and monitoring attendance records in ADP and manually in the attendance tracking system.
  • Respond to guest requests, concerns, and problems to ensure guest satisfaction.
  • Investigate, report and record complaints, comments, and inappropriate or suspicious behavoir by team members or guests.

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