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Hotel Front Desk Supervisor

4 months ago

Highland, United States SAN MANUEL INDIAN BINGO & CASINO Full time

Under the direction of the Front Desk Manager, the Front Desk Supervisor is responsible for ensuring the Front Desk Team creates a pleasurable experience for all guests, prides itself on exceptional proactive service and unparalleled knowledge of property and services, and partners effectively with all other hotel departments to seamlessly cater to guest needs. The Front Desk Supervisor leads and guides their team to create unique memories, and maintain professional relationships with guests to enhance their overall experience, while following and meeting Service Excellence Standards. The Front Desk Supervisor assists in managing and supporting consistency of service and delivering results that contribute to the mission and overall success of the Hotel, including accomplishing performance objectives linked to improving customer service and the value of the Hotel's products and services to its customers and clients.

Essential Duties & Responsibilities

1. Supervises operation of Front Desk during shifts, and provides support to Team Members as needed including but not limited to, guest check-in and check-out, lobby traffic, luggage assistance, determining room rates and availability. Monitors daily performance of Front Desk Team Members to ensure duties are completed accurately, efficiently and timely. Provides highest service experience to guests during all interactions. Welcomes guests with friendly sincere demeanor and ensures Team Members are following all Brand Standards and guidelines, which include: Guest's registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments, etc. Demonstrates thorough knowledge of Hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge. Uses up-selling techniques to promote Hotel services and facilities and maximize room occupancy. Oversees check-out processes: ensuring rooms and services are correctly accounted for; point-of-sale system efficiency; handling money; credit and debit card processing; accepting and recording various forms of payment; making change and processing gift certificates and cards. Provides direction to team members on handling of foreign currencies, credit cards and cash in accordance with Hotel credit and cash handling policies. Acts in accordance with policies and procedures when working with front of house equipment and property management systems, and monitors proper usage by team members. Monitors and assists with work schedules and special assignments, including overtime, breaks, and penalties. Compiles and reviews daily reports and logs.

2. Assists Front Desk Manager in identifying and recommending plans of action or solutions to Front Desk Team Members on office issues or other issues of concern. Participates in hiring process, coaching, mentoring, training and development of Team Members. Completes daily audits to measure quality of operations. Drives performance and engagement of team members. Leads team members to feel empowered to provide excellent service by addressing and resolving guest concerns with immediate and exemplary solutions. Ensures guest interactions are handled with highest level of hospitality and professionalism, accommodating special requests whenever possible with sense of urgency. Checks-in with Front Desk Team Members regularly to help guide and mentor them with the intent to reach Department and individual career goals. Assists in providing trainings of new Front Desk Team Members and ensures successful completion of training goals. Assists in training and communicating to active members on new processes, procedures, electronic or systems applications, and guest services. Leads by example, contributing to an environment which motivates team members to collaborate, learn, perform, and develop their skills. Works with a diverse team of well-trained team members by leading, empowering, sharing knowledge, and coaching throughout employment lifecycle.

3. Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly. Responds to guest inquiries and complaints in timely, friendly and efficient manner. Accommodates guest requests, contacting appropriate team members as needed. Follows up to ensure requests have been met accordingly. Remains in open communication with VIP Services and Player Development to respond to guest reservation modifications and inquiries. Assists Hotel Senior Management in communicating issues and problems in relation to guests, team members, safety, VIP Services and Player Development. Safeguards confidential nature of guest, Department, and enterprise data.

4. Reports all maintenance issues pertaining to facility via internal systems and ensures resolution. Adheres to all health and safety policies and procedures set by enterprise.

5. Performs other duties as assigned to support efficient operation of Department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education/Experience/Qualifications

* High School Diploma or equivalent is required, Bachelor's Degree preferred.
* Five (5) years' hotel experience as Front Desk Agent, Night Auditor or progressive front desk responsibility required.
* One (1) year experience in a role leading and coaching others to meet and exceed standards is preferred.
* Strong English skills, both oral and written required.
* Must have good mathematical and organizational skills.
* Must be able to uphold and protect financial, private and confidential information at all times.
* Must have strong customer service, problem solving and communication skills.
* Must be reliable, pleasant, and maintain a positive attitude.
* Must be able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions.
* Intermediate proficiency in PowerPoint and Microsoft Office (Word, Excel and Outlook) desired.

Certificates/Licenses/Registrations

* At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
* A qualified candidate/employee must have and maintain a valid driver's license with an acceptable driving record as determined by the enterprise's insurance carrier.

San Manuel Band of Mission Indians and Yaamava' Resort & Casino will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today