Front Office Supervisor

Summary

The Front Office Supervisor assists with hiring, training, mentoring and discipline issues for all Front Office staff. Understands all aspects of the Property Management System and is able to resolve any issue involving guests, team members, PBAX or PMS.

Duties/Responsibilities

• Understands all aspects of the Property Management System and is able to resolve any issue involving guests, team members, PBAX or PMS.
• Maintains proper staffing levels in all sub-departments, by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining and terminating Employees, as needed.
• Makes rate and occupancy recommendations and maintains reports and charts for same.
• Coordinates with Executive Housekeeper and other housekeeping team members as needed.
• Maintains room inventory control through room blocks and group blocks.
• Understand yield management for maximum revenue and occupancy.
• Updates telephone directory for the properties PABX as needed, and maintains current internal phone directories.
• Supervises the activities of all Front Office Attendants to ensure prompt, efficient service is given to all guests serviced by Front Office.
• Trains in the moment and directs Front Office Attendants in proper emergency procedures, and supervises all Attendants in administering same in a calm, efficient manner.
• Effectively resolves problems within the Front Office, as well as minor customer conflicts/complaints, in a fair and equitable manner.
• Responsible for maintaining a consistent, regular attendance record.
• Responsible for training all team members in proper use of PMS and Player tracking.
• Held accountable, to a high degree, for the accuracy and thoroughness of departmental records.
• Perform special projects and other responsibilities, tasks, or duties as requested including in Valet and Housekeeping Departments.
• Must be physically present to work a regular, reliable, and predictable work schedule in accordance with business demands, and maintain a consistent and regular attendance record.
• Perform special projects and other responsibilities, tasks, or duties as requested.

Supervisory Responsibilities

• Assists with hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others; support team to reach common goals.

Performance Requirements

• To perform this job successfully, an individual must be able to satisfactorily perform job duties, demonstrate excellent work habits, deliver superior service to internal and external guests, exhibit the highest degree of professionalism, ethics, and integrity, and comply with all governing policies and procedures.
• Employ positive communication skills and exercise professional interpersonal abilities (tact, diplomacy, and respect) with guests and co-workers at all times.
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest levels of productivity.
• Demonstrate a desire to succeed and willingness to help others succeed.
• Understand the role and responsibilities of the position and demonstrate proficiency in the position requirements.
• Demonstrate support and comply with all Safety program elements including: adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Participate in open communication and provide feedback to management regarding operations, staffing, personal development, and operational productivity.
• Serve as a contributing Team Member of the Soboba Band of Luiseño Indians enhancing the Casino’s operations in all its business endeavors.

Education / Qualifications

• Must be at least 21 years of age.
• High School Diploma or GED equivalent, required.
• Minimum two (2) years of experience as Front Office Associate / Front Office Cashier in a hotel, required.
• Degree in Hospitality Management or Bachelor’s Degree and/or Diploma in hotel or related field preferred.
• Computer Knowledge and experience in MS office programs required.
• The ability to stand at their designated station for 88% or more scheduled shift.
• Must be able to provide evidence of eligibility to work in the United States of America.

Certificates, licenses and registration

• Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.

• Required to submit to and obtain negative results on all drug and/or alcohol testing.