Hotel Front Office Supervisor

1 week ago


Kansas City, Missouri, United States Caesars Entertainment Full time
Job Overview

POSITION SUMMARY:

The Hotel Front Office Supervisor plays a crucial role in managing the overall operations of the Front Services Department and supervising team members during assigned shifts. Typically, this position involves working in the evening hours, ensuring a seamless guest experience.

KEY RESPONSIBILITIES:
  • Oversees and ensures accountability for all hotel guest services, including Valet, Housekeeping, Front Desk, and Audit functions.
  • Develops and implements strategies to enhance Employee Opinion Survey scores, TPPS, SOS scores, and reduce turnover rates.
  • Responsible for training and development within Front Desk Services, Valet, Bell, LMS, CMS, and all accounting functions.
  • Conducts internal audits to maintain operational standards.
  • Implements and enforces hotel security protocols, holding team members accountable.
  • Facilitates communication across departments to foster teamwork and optimize guest service.
  • Acts as a representative in committee meetings and leads discussions when necessary.
  • Builds and nurtures relationships with hotel guests to enhance their experience.
  • Drives efforts to maximize hotel occupancy and average daily rates while monitoring cost controls.
  • Addresses and resolves customer complaints effectively and courteously.
  • Supervises staff during shifts, ensuring adequate staffing levels to maintain high service standards.
  • Manages peak business periods, including customer check-in, check-out, reservations, luggage handling, and special requests.
  • Serves as a role model for other employees, consistently representing the brand positively.
QUALIFICATIONS:
  • Demonstrates the highest level of integrity in all situations, adhering to regulatory standards.
  • Must be at least 21 years old.
  • Ability to obtain necessary gaming licenses as required.
  • Successful completion of a background check is mandatory.
  • Availability to work any day and shift, including weekends and holidays.
  • Exceptional customer service and communication skills are essential.
  • Proficient in data entry and capable of interpreting computer-generated outputs.
  • A college degree is preferred.
  • Two years of supervisory experience in the hospitality sector is preferred.
  • Strong leadership and motivational skills.
  • Familiarity with Harrah's Lodging Management System (LMS) is a plus.
WORK ENVIRONMENT:
  • Physical ability to bend, twist, turn, push, pull, and lift/carry items weighing 25 lbs or more.
  • Capability to stand for extended periods or the duration of the shift.
  • Ability to work in a fast-paced environment and manage stress effectively.
  • Tolerance for environments with second-hand smoke, high noise levels, bright lights, and dust.
  • Proficient in reading, writing, speaking, and understanding English.
  • Adequate mobility to navigate office areas and respond to visual and auditory cues.
  • Mathematical skills for accurate record-keeping and calculations are required.
  • Dexterity to handle various items such as chips, adding machines, money bags, and computers.
DISCLAIMER:
This job description is not exhaustive and may be subject to change. Management reserves the right to modify responsibilities and tasks as necessary.

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