Overnight Hotel Front Desk Supervisor

About the Role

Supervises front office team members and front desk while applying high guest service standards to ensure a pleasant guest experience and efficient operations within a fast-paced, high-volume environment. Keeps current with all casino and hotel promotions. Helps maintain and enhance a safe, secure, and comfortable environment for guests and team members. Ensures cleanliness, organization, and safe conditions of the hotel, lobby, and hotel storage areas. Conducts nightly hotel audits and generates reports designed to provide information to other departments.

This opportunity comes with a $1,000 sign-on bonus.

Responsibilities

• Supervises daily functions and assigns tasks to team members.
• Promotes Club Mystic.
• Provides guidance and direction to team members, including setting performance standards and ensuring quality guest service.
• Schedules team members based on hotel forecasts and business levels to ensure coverage.
• Interviews, selects, hires, and promotes team members, including training and development.
• Completes performance appraisals on team members.
• Issues disciplinary actions and terminates team members when warranted.
• Resolves guest issues and concerns; has authority to compensate guests when appropriate.
• Greets and assists in the coordination of hotel bus groups, hotel group conventions, Community members, Platinum Elite guests, VIPs, and entertainers.
• Handles hotel-excluded guests.
• Utilizes software systems to properly access reservations, guest and group accounts, and room availability; redeems/reissues promotional coupons, complimentaries, and related information.
• Audits and scans VIP comp tickets for rooms, food and beverage, movies/games, and upgrades; approves and issues comp coupons.
• Posts charges and collects payments for all restaurants, gift shop, spa, and golf course.
• Computes group billing, payments, and adjustments.
• Approves and reconciles team coupon banks.

Requirements

• Any combination of education and/or leadership/training experience in hospitality or guest service environment totaling two years.
• Ability to speak, write, and read English clearly.
• Ability to communicate with a diverse population.
• Proficient in word-processing, spreadsheets, presentation, database, and electronic software.
• Ability to type 35 words per minute.
• Ability to pass a basic math test.

Benefits

• Competitive weekly pay.
• Comprehensive benefits package including medical, dental, life, and disability insurance.
• Onsite medical clinics and pharmacy.
• 401(k) retirement plan.
• Paid time off.
• Wellness programs.
• Discounts on childcare, fuel, bus passes, and fitness membership.
• Free uniforms and free uniform cleaning.
• Tuition reimbursement.