Hotel Front Desk Supervisor

DEADLINE: Open Until Filled

SUMMARY: The primary responsibility of this position is to supervise and manage the activities of hotel front desk department staff and assist in the management of all hotel department operations.

DUTIES AND RESPONSIBILITIES:

• Is responsible for assisting in the supervision and performance of the hotel front desk department staff including hiring, scheduling, performance reviews, disciplinary actions, training and development activities.
• Ensures that hotel front desk department staff is providing exceptional guest services to assist in guest relations and the overall profitability of the Lake of the Torches Resort Casino.
• Assists in the monitoring of internal operations including daily operations, scheduling and management of policies and procedures.
• Trains and orients hotel front desk staff to position responsibilities and department operating procedures.
• Responsible for providing a diverse variety of administrative activities in support of the Hotel department including providing information, responding to routine questions or inquiries.
• Supervises the activities of the front desk and performs all front desk activities including providing telephone coverage, taking & amending reservations, processing cancellations, creating room blocks, checking guests in and out and assigning rooms.
• Is responsible for reviewing confirmed reservations with expected arrivals and monitors discrepancies in overbooking, guarantees, routing or other guest requests or needs.
• Manages all guest special requests and coordinates with Hotel Housekeeping Supervisor to ensure guests receive additional amenities, early or late check in or check out.
• Reviews night audits and other related documents for discrepancies for review by the Hotel Manager.
• Assists in the completion of all data entry for banquet postings and billings on a daily basis as well as the posting of payments for accounts receivable.
• Notifies appropriate staff of room blocking for conventions, tours or cleaning.
• Creates and maintains effective filing and communications systems.
• Works closely with the Hotel Manager to analyze department performance and implements enhancements and changes to maximize efficiencies.
• Is responsible for participating in the development and adherence to the hotel front desk department budget that my include staff and equipment forecasting.
• Responsible for recommending and maintaining hotel front desk department objectives, standards and policies and procedures for review by the Hotel Manager.
• Notifies manager, security, or facility administrator of situations that may affect guests, associates or the Lake of the Torches Resort Casino.

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES: Responsible for the direct supervision of approximately seven associates.

SUPERVISION RECEIVED: Operates independently with supervision received from the Hotel Manager.

POSITION RELATIONSHIPS:

• Internal: Frequent contact with all food and beverage, banquet, housekeeping and engineering associates.
• External: Continual contact with guests, visitors and suppliers.

EDUCATION: A high school diploma or equivalent is required. Additional post high school education is highly desired.

EXPERIENCE: A minimum of two years working in hotel or other hospitality customer focused environment with supervisory experience is required. Must have experience with various office equipment including, PC’s, faxes, copiers, and ten key calculator.

KNOWLEDGE, SKILLS AND ABILITIES: Must possess excellent interpersonal, communication, organizational, delegation, problem-solving and customer service skills. Experience with PC’s and related software and familiarity with office equipment is required. Must be able to handle and maintain confidential and sensitive information with diplomacy and tact. Must maintain a professional demeanor in stressful situations as necessary.

WORKING ENVIRONMENT:

• Work Conditions: Responsibilities are performed in a normal office environment.
• Exposure to Hazards: May be exposed to situations where spills, wet floors, or guest behaviors may create undesirable conditions.
• Physical Requirements: Normal office physical requirements that include walking, sitting, standing, lifting and keyboarding.

LICENSE REQUIREMENTS: None.

BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Front Desk Supervisor to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, customers and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each customer, visitor and fellow employee is a requisite of successful job performance.

OTHER: Must be available to cover all shifts and work irregular hours with short notice. Must attend all mandatory meetings and participate in training and development activities.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by an individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills. Management reserves the right to revise the position description and to require that other tasks be performed if or when the position changes.