Front Desk Supervisor

SUMMARY: 

Responsible for the successful overall supervision of the activities of all employees who work in the front desk and bell desk areas of the hotel, ensuring maximum occupancy and optimum guest service and satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Maintains a working knowledge of the property, as well as special events on and near property, in order to advise guests of same, whenever possible.


• Guides and supports front desk and bell desk employees in the daily performance of their duties.


• Maintains a thorough and complete knowledge of all departmental procedures and assists in the administration of the hotel operations.


• Handles all guest requests in a prompt and courteous manner.


• Posts charges to guest accounts and makes adjustments and corrections as necessary.


• Ensures a maximum level of service and satisfaction is achieved and maintained.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.


• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.


• Instills an atmosphere that encourages employees to share ideas, discuss concerns and resolve conflicts.


• Retains employees through involvement in employee training and development.


• Explains why we do things, in advance of doing them.

SUPERVISORY RESPONSIBILITIES:

Directly supervises the activities of all of the front desk agents and bell staff.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) preferred.  Some college education preferred.  Two years experience in a hotel required, with progressive supervisory/managerial experience preferred. Proficient accuracy in Basic Computer Literacy required.

SPECIAL QUALIFICATIONS:

Must possess excellent communication and organizational skills.  

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to write effective reports and memos.  Ability to respond to inquiries from employees or guests.  Ability to communicate effectively in one-on-one, small group, and large group situations.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio and percent, and to interpret data from graphs.  

REASONING ABILITY:

Ability to apply common sense reasoning to variety of situations.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is also regularly required to stand; walk; sit; and use hands to finger, handle, or feel objects, tools or controls.  The employee is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.   

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.  A casino environment is typically smoky.