Hotel Front Desk Supervisor
4 weeks ago
What you get to do:
- Guide and support the Front Desk team in their daily duties to ensure efficient operations and positive Guest feedback.
- Provide professional and courteous service to Guests during arrival, departure, and throughout their stay, offering accurate information and timely assistance.
- Train and oversee the Front Desk's Associates workflow and processes.
- Address and resolve issues, coaching and counseling the Front Desk team to maintain high-quality operations.
- Quickly and efficiently resolve Guest concerns to ensure high levels of satisfaction and quality service.
- Ensure safety by adhering to Guest check-in procedures and reporting any suspicious activities.
- Communicate any issues regarding Guests, associates, or Guestrooms to Hotel Management.
- Offer technical support to Front Desk and Housekeeping staff as needed.
- Post charges to Guest accounts and manage payment processing.
- Ensure all reservations have a form of payment and address accounts with outstanding balances.
- Facilitate communication throughout the property during your shift.
- Review reports of findings and recommend response to Guest issues, considering nature and complexity of issues, requirements, and actions to ensure settlements are made correctly and satisfactorily.
- Ensure compliance with established Guest service policies and procedures.
- Assume the roles of Guest Service Agent, Bell Person, and Night Auditor when necessary due to staffing demands.
- Assist at the Front Desk during peak check-in and check-out times to reduce wait times for Guests.
- Perform other departmental duties as assigned to contribute to the overall success and efficiency of the team.
What We Look for In a Person:
- Serves and develops others by building relationships.
- Fosters an inclusive workplace where inclusion and individual differences are valued.
- Collaborates across boundaries to achieve common goals.
- Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
- Sets direction and influences others to translate vision into action.
- Demonstrates drive for continued personal and professional growth.
What We Offer You:
- We have a fun, energetic personality and are adventurous, creative, and open minded.
- We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty)
- Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
- We are a career accelerant, which means developing our Associates is one of our main priorities.
- We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
- A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.
What Qualifies You:
- High school diploma, general education degree (GED) or equivalent experience.
- One (1) year experience in a hotel required.
- Must be able to secure license from Gaming Regulatory Authority (GRA).
- Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
- Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.
Physical Needs:
- Talk and hear; ability to communicate effectively.
- See and adjust focus to include close, distance, depth, and peripheral vision.
- Stand, walk, run, sit, (up to 8 hours) balance, stoop, kneel, climb, crouch, and/or crawl.
- Handle objects, tools, and controls; reach with arms and hands.
- Be able to lift and carry objects up to twenty-five (25) lbs.
Must Have Skills:
- Ability to lead, supervise, and support a diverse team, ensuring efficient operations and high-quality service.
- Strong focus on providing exceptional Guest experiences, with the ability to address and resolve concerns effectively.
- Excellent verbal and written communication skills to interact with Guests, team members, and management.
- Aptitude for identifying issues, making quick decisions, and implementing solutions to maintain Guest satisfaction and operational efficiency.
- Willingness to work in various roles and during peak hours as needed to support the team and reduce Guest wait times.
- Skill in training and directing team members, with the ability to coach and counsel staff to foster a productive work environment.
- Maintaining a professional demeanor and appearance, with a commitment to regular attendance and punctuality.
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