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Front Desk Supervisor

1 month ago

New York, New York, United States Mohawk Casino Full time
Job Title: Front Desk Supervisor

This role requires an individual who can provide exceptional customer service and professionalism, with the ability to assist managers and front desk agents with guest relations.

The Front Desk Supervisor is responsible for overseeing accounts to achieve guest satisfaction and ensuring all revenue goals are met or exceeded.

  • Greets and welcomes guests with a smile and takes pride in the Akwesasne Mohawk Hotel/Casino team member
  • Supervises the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests
  • Assigns specific tasks to front desk agents relative to credit, missing addresses, registration maintenance, and overall cleanliness and organization of the front desk
  • Assists the front office Manager in overseeing all front desk operations, including PBX, weekend and holiday scheduling
  • Coaches and develops associates using a consistent approachable demeanor while articulating expectations
  • Responsible for the development and training of associates to ensure high morale, personal, and organizational capability
  • Accepts payment for guest accounts both at the time of registration and at checkout
  • Maintains a house bank and makes a deposit and accurate report of daily receipts
  • Maintains all front desk related equipment and a par stock of supplies
  • Strong computer abilities in Microsoft Office (Excel, Word, and Outlook) are essential
  • Knowledge of Hotel technology software system and other database programs are extremely helpful
  • Maintains knowledge of Casino/Bingo special events, promotions, and player programs
  • Fills in for absent manager or front desk agent in reservations, checking rooms, or coordinates with facilities department for general maintenance
  • Empowered to ensure guests' problems/complaints are resolved in a prompt, courteous, and efficient manner using Service Recovery tools
  • Maintains knowledge of Hotel, Community, and Special Events to provide guests with superior service
  • Ensures all areas of the hotel are inspected daily for compliance and safety to standard policies and procedures of the Akwesasne Mohawk Casino
  • Must be able to work a flexible schedule including nights, weekends, and holidays as necessary
  • Will perform other duties as assigned by manager and/or director
Qualifications
  • Minimum High School Diploma or General Education Diploma (GED) required
  • Associates Degree or a minimum of two years' supervisory experience in the hospitality industry required
  • Proficient in Microsoft Word, Outlook, Excel system knowledge
  • Experience with Agilysys, the hotel property management system is required
Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderately loud.

Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, associates, and members of the business community in all situations.

Licensing

Must obtain and maintain a St. Regis Mohawk tribal gaming work permit which requires a criminal background check to be used solely for employment purposes.

Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed.

In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort.

Employment will not begin until the process is complete.