Hotel Supervisor

Description

Position Summary

Responsible for the supervision of the day-to-day operation of the front desk and all Hotel operations in the absence of the Hotel manager.

Essential Functions

• Familiarize, utilize, and implement all aspects of the B.E.A.C.H. Core Values.
• Manages employees during the shift and ensures appropriate professional standards of behavior, work standards, productivity, practices, and customer care are enforced. 
• Maintains effective communication within the team and attends meetings and training sessions when required.
• Assigns duties, responsibilities, and workstations to employees in accordance with work requirements.
• Performs personnel actions such as hiring and firing staff, consulting with other managers as necessary.
• Recommends measures for improving work procedures and worker performance to increase service quality and enhance job safety.
• Perform check-in and checkout functions.
• Provide courteous guest service and respond promptly to Guest’s requests, questions, or complaints.
• Log Guest’s requests/complaints, group bookings, VIP arrivals and other special. 
• Ensure that daily operations of departments are coordinated and operate smoothly.
• Take lead role in guest conflict resolution.
• Run, review, and perform various reports as required.
• Ensure that Guest payments are handled correctly, maintaining individual cashier accountability. 
• Declare cash over/shorts where applicable. Ensure that the cash drawer contains adequate change.
• Performs personnel actions such as hiring and firing staff, consulting with other managers as necessary.
• Scrutinize all reports, paperwork, financial statements for accuracy, completeness, and legibility.
• Monitor occupancy and adjust selling rates accordingly to ensure maximum occupancy.
• Master the operation of the Property Management System (PMS).
• Train new employees to full working capacity, develop and mentor existing employees for success.
• Answer multi-line telephone switchboard providing information, selling tickets, providing Winner’s Circle services, routing incoming calls, and taking messages.
• Know all casino concert and event information, including ticketed events, annual shows, and seasonal promotions.
• Know the layout and amenities of all guestrooms including special features, locations, etc.
• Keep abreast and distribute to staff information and literature about all Casino, Childcare, Banquet, Sales, Golf and Fitness hours of operation, pricing and availability and events.
• Maintain familiarity with local attractions and service locations and hours of operation to provide to guests.
• Aid in the implementation of new systems, procedures and policies as communicated by management.
• Maintain a compatible working relationship with all Chinook Winds Casino Resort employees.
• Know and comply with all customer service, safety and security regulations and procedures set by CWCR.
• Responds and assists to potential guest service needs inside the arcade, hotel fitness room, and the hotel pool area.
• Perform all other duties as assigned by management.

Requirements

Position Qualifications

WORKERS IN THIS POSITION MUST BE 21 OR OLDER

Core Competencies

Customer Orientated- Ability to take care of the customers’ needs while following company procedures.

Team Building- Ability to convince a group of people to work toward a goal.

Detail Oriented- Ability to pay attention to the minute details of a project or task.

Multitask- Ability to complete multiple tasks at one time.

Communication Skills- Ability to communicate effectively with others verbally and in writing. 

Problem Solving – Ability to find a solution for or deal proactively with work-related problems. 

Management Skills - Ability to organize and direct oneself and effectively supervise others.

Decision Making - Ability to make critical decisions while following company procedures. 

Education

High School Diploma or GED.

AA or BA in Hospitality or Public Relations preferred.

Experience

One year of supervisory experience in the Hospitality field.

Two years of experience in a high-volume customer contact position.

Computer Skills

Microsoft Office intermediate level including Word, Excel, and Outlook.

Previous interaction with Property Management Systems preferred.

Certificates & Licenses

N/A

Other Requirements

Type up to 40 WPM.

10 Key operation.  

Must obtain Siletz Tribal Gaming License; to respond to guest service needs at the arcade, which is not located at the Hotel Property.    

Physical Demands  

• Stand Constantly
• Walk Frequently
• Sit Occasionally 
• Handling/Fingering Constantly
• Reach Outward Constantly
• Reach Above Shoulder Occasionally 
• Climb Not Applicable
• Crawl Occasionally
• Squat or Kneel Occasionally
• Bend Frequently

Lift/Carry

• 10 lbs or less Frequently
• 11-20 lbs Frequently
• 21-50 lbs Occasionally
• 51-100 lbs Occasionally
• Over 100 lbs Not Applicable

Push/Pull

• 12 lbs or less Frequently
• 13-25 lbs Occasionally
• 26-40 lbs Occasionally
• 41-100 lbs Occasionally

Other Physical Requirements

Vision: Near and Far

Sense of Sound

Work Environment

Work will take place in a busy resort environment with multiple distractions. The noise level in the work environment is usually moderate to loud. Constant public interaction in person and over the phone.  

Working Conditions

Conditions of employment include passing a pre-employment drug screen, a background investigation, and completing a 180-day introductory period.