Supervisor, Hotel Front Desk

Job Summary

JOB DESCRIPTION

Hotel Front Office Supervisor is responsible for the overall operation of the Hotel Front Services Department and team members on assigned shifts .In this role you will typically arrive 3p-5p and work until 11:30p-1:30a.

Essential Job Functions

• Assists in the supervision and accountability of overall hotel guest services both internal and external, this includes but is not limited to; Valet, Housekeeping, Front Desk and Audit.
• Creates and implements ways to improve Employee Opinion Survey scores and TPPS, SOS scores and turnover percentages.
• Responsible for overseeing department training in Front Desk Services, Valet, Bell, LMS, CMS and all accounting functions.
• Responsible for all internal audit functions.
• Responsible for all hotel security measures and holds team accountable for such.
• Maintains communication between and within departments for teamwork and optimization of guest service.
• Serves as a hotel liaison in committee meetings and can lead such when requested.
• Builds relationships for Harrah’s with hotel guests.
• Spearheads maximization of hotel occupancy and average daily rate as well as monitors all cost controls related to hotel.
• Handles customers problems/complaints and resolved in an effective and courteous manner
• Supervises staff on shift and ensures proper staffing levels in order to provide high standard of service with minimum labor hours.
• Oversees peak business, key result times including but not limited to, customer check-in, check-out, reservations, luggage transportation and special requests.
• Acts as a role model to other employees and always presents oneself as a credit to Harrah’s.
  
  

Qualifications

• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Must be 21 years of age.
• Must be able to obtain Missouri Gaming License.
• Must pass background check.
• Must be able to work any day of the week and any shift, including holidays and weekends.
• Must have excellent customer service/communication skills.
• Knowledgeable in data entry, read and interpret output from a computer.
• College degree preferred
• Two years of experience in the hospitality industry in a supervisory role is preferred.
• Excellent customer service skills.
• The ability to lead and motivate others.
• Knowledge of Harrah’s Lodging Management System (LMS) preferred.
  
  

Work Environment Requirements

• Must be able to bend, twist, turn, push and pull, as well as lift and carry above/below the shoulders a minimum of 25 lbs or more.
• Must be able to stand for prolonged periods of time or entire shift.
• Must be able to work at a fast pace and in stressful situations.
• Is able to tolerate areas containing second-hand smoke, high noise levels, bright lights and dust.
• Must be able to read, write, speak and understand English.
• Must be able to maneuver around office areas, effectively work in high traffic areas and responds to visual and aural cues.
• Mathematical abilities including addition and subtraction/accurate record keeping strongly required.
• Must have the dexterity to grip and work necessary items (chips, 10 key adding machine, money bags, computers, money, etc.).
  
  

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).