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Front Office Supervisor

2 months ago

Pittsburgh PA USA, United States Rivers Casino Full time
{"title": "Front Office Supervisor", "description": "Job Summary

The Front Office Supervisor is a key member of the Rivers Casino team, responsible for ensuring seamless operations of the front desk, night audit, and PBX/Reservations. This role requires a strong leader who can motivate and develop the front office team, while maintaining the highest level of guest service.

Key Responsibilities
  • 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.
Requirements
  • 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.