Front Desk Supervisor

Job Title: Front Desk Supervisor

Function: Front Desk

Department: Hotel

Reports To: Director of Hotel

Position Summary: Briefly describe the job's primary purpose or contribution to the department or organization.

The Hotel Front Desk Supervisor is responsible for the successful operation of the Hotel Front Desk, the Gift Shop, Valet and casino Call Center. The supervisor ensures superior guest service and employee satisfaction while meeting departmental financial goals. The manager works as a strategic member of management through understanding Walker’s Bluff Casino Resort vision and strategies, culture and business processes.

Essential Duties and Responsibilities: List the job's most important functions and responsibilities. Include all important aspects of the job, whether performed daily, weekly, monthly, annually, or any that may occur at irregular intervals.

• Responsible for the operation of the Hotel Front Desk, Call Center, Valet and Gift Shop departments, successful performance of employees, and a favorable guest experience.
• Develop, implement, and enforce guest service performance objectives and scripts for areas of responsibility. Review systems routinely to ensure objectives are met.
• Resolve guests’ complaints, conduct investigation and take immediate, appropriate action. Implement service recovery actions to remedy service failures.
• Monitor activities that affect efficiencies and effectiveness of the Hotel Front Desk including, but not limited to, room inventory, rates, yield management, player tracking systems, and other Hotel Management systems.
• Responsible for stocking, displaying in an organized, neat, and appealing manner, and rotating displayed merchandise and inventory in the Gift Shop.
• Maintain proper stock of all products on gift shop floor and ensure adequate levels are on display.
• Maintain highest occupancy levels working closely with Group Sales and Marketing regarding groups and special events.
• Authorize overrides for comps and/or redemptions following established SOPs.
• Assist in the coordination of promotions, contests, and giveaways related to the Gift Shop.
• Maintain awareness when the fitting room is in use and of risk management concerns with products.
• Provide exceptional guest service for all external and internal customers.
• Responsible for effectively managing, delegating duties, and the performance and development of department staff; inclusive of interviewing, hiring, training, evaluating, coaching, and termination of staff.
• Manage expenses based on budgeted guidelines and business volumes to include payroll and staffing levels.
• Perform all functions of personnel within span of control, as needed.
• Must maintain reasonable accessibility by phone for business purposes.
• Assure an environment which emphasizes cooperation, communication, and teamwork with all departments.
• Support compliance with all internal procedures and regulatory requirements, including those associated with underage and intoxicated guests.
• Support current law and policy to provide a work environment free from illegal and discriminatory behavior.
• Promote and ensure the safety and security of all guests and employees.
• Complete job duties with minimal supervision, maintain acceptable attendance, and use appropriate judgment and decision-making skills.
• Job duties, tasks, work hours, work requirements, and other duties as assigned may be added or changed at any time.

Knowledge, Skills, and Abilities:

• Must have a clear understanding of the casino business, special events, and marketing promotions affecting each outlet.
• Ability to perform basic mathematical functions and accurately count money.
• Has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow employees.
• Ability to maintain strict confidentiality including, but not limited to, employee data, player activity, claim activity, financial data, marketing plans, and policies.
• Ability to effectively utilize conflict-resolution techniques.
• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems and maintain mental concentration for significant periods of time.
• Ability to perform assigned duties under frequent time pressures and in an interruptive environment.

Knowledge, Skills, and Abilities:

• Ability to use telephone, Micros system, cash register, to do credit card transactions, copy/fax machine, computer, Microsoft Office, hand-held radio, and any department-specific equipment, tools, and computer software.
• Ability to perform a broad variety of tasks and deadlines with an irregular work schedule.
• Ability to communicate effectively with guests and all levels of employees in both oral and written form.
• Ability to work in casino and office environment with excessive noise levels, bright lights, and smoke environment.
• Knowledge of all facilities and promotional events available to guests on property.

Job Specific Knowledge: The use of practical procedures and knowledge, specialized techniques, and learned skills.

• Seasoned - Extensive knowledge and skill gained through broad experiences in a field (or fields) which require a command of involved and diverse practices, precedents, theory, and principles. Typically requires a Bachelor's degree (B. A.) from four-year college or university; or minimum of four years related experience and/or training; or equivalent combination of education and experience.

Managerial Knowledge: The planning, coordinating, directing, and controlling activities and resources associated with the organization or function.

• Manager – Direction of a functional unit with varied activities and objectives orguidance of an important sub-function or several important elements across several units.

Human Relations Skills: The active (either face-to-face or telephone) interpersonal skills needed to facilitate relationships with other people either within (co-workers) or outside (customers, vendors) the organization.

• Critical – Skills in understanding and motivating people and negotiation. This is the highest level of interpersonal skills, usually required for positions that are accountable for the development, motivation, assessment, and reward of other employees.

Human Relations Skills: The active (either face-to-face or telephone) interpersonal skills needed to facilitate relationships with other people either within (co-workers) or outside (customers, vendors) the organization.

• Critical – Skills in understanding and motivating people and negotiation. This is the highest level of interpersonal skills, usually required for positions that are accountable for the development, motivation, assessment, and reward of other employees.

Human Relations Skills: The active (either face-to-face or telephone) interpersonal skills needed to facilitate relationships with other people either within (co-workers) or outside (customers, vendors) the organization.

• Basic – Maintains courteous and effective working relationships with others to request or transmit information, ask questions or get clarification.

Thinking: The scope the person must think to perform the essential functions of the position.

• Broadly Defined – Thinking within concepts, principles and broad guidelines towards the organization’s objectives or functional goals. This is done in an environment that is intangible or unstructured.

Problem Solving: The level of problem solving complexity required of the person in performing the essential functions.

• Adaptive – Variable situations requiring analytical, interpretative, evaluative, and/or constructive thinking.

Decision Making: The degree of decision making authority/autonomy required to perform the essential functions.

• High – Broadly subject to functional policies and goals and to managerial direction of a general nature.

Scope: The breadth/scope of impact across the company this position has in performing the essential functions.

• High – Results achieved affect all other departments and the company as a whole.

Impact: The degree to which this positions affects or brings about the results expected of their department or function.

• Primary – Controlling impact – the position has effective control over the significant activities and resources which produce the results and is the sole position which must answer for the results.

Scope: The breadth/scope of impact across the company this position has in performing the essential functions.

• High – Results achieved affect all other departments and the company as a whole.

50% - 75% Lifting < 50 lbs

Less than 25% Lifting > 50 lbs

Physical Demands:

50% - 75% Standing

Up to 100% Walking

Up to 100% Sitting

Up to 25% Climbing

Up to 100% Using hands/fingers to handle or feel

Up to 50% Reaching with hands and arms

Up to 25% Stooping, kneeling, crouching, or crawling

Up to 100% Talking, hearing, listening

Certificates, Licenses, Registrations:

• Must hold a valid gaming license in accordance with the Illinois Gaming Board.
• Must complete all company-required training within designated time frames.
• Must obtain direct deposit within one week of start date.

Signature: Date:

Job Type: Full-time

Pay: $17.00 - $18.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person