Front Desk Supervisor

Hotel Front Office SupervisorCommerce Casino is the world's largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as "Where the World Comes to Play." Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!Provides guidance and leadership to the Hotel Guest Service Associates. Responsible for daily Hotel Front Office Operations (supplies/guest requests/membership sign-ups/hospitality services with our guests and service recovery) while assisting the Front Office Manager and Front Office Director with other duties.Primary Job FunctionsCommunicate effectively both verbally and in writing to provide clear directions to hotel staff. Assign and instruct hotel guest service agents in details of work. Observes performance and encourages improvement.Greet hotel guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions. Continue to support the front office team in doing the same and keeping standards.Promptly complete the hotel registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of hotel guests and room rate. Promote Commerce Casino and brand-specific marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Offer membership sign-ups and make sure the front office guest service agents are doing the same. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout the hotel front office area. Train all these directions to the hotel guest services team during your shift and keep the standards the same.Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make changes and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Continue to support the front office team in doing the same and keeping standards.Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guests. Continue to support the front office team of agents with the same and keeping the standards.Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for front office agents and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.Communicate both verbally and in writing to provide clear directions to staff.Comply with attendance rules and be available to work on a regular basis.QualificationsWork Experience Required: Work as a supervisor in the hospitality or related industry for 1 year or more or work in guest services for 3 or more years.Education: High SchoolOther Requirements:Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to "pitch-in" and help co-workers with their job duties and be a team player. Ability to effectively deal with internal and external customers using empathy. Knowledge of chemical cleaning agents and operation of various cleaning equipment. Ability to extend arms, scrub, bend, stoop, and stand and walk public areas for extended periods of time. Be able to lift/pull/push up to 50 pounds. Ability to understand and follow directions and perform job functions under limited supervision.Performance Standards:Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.Work Habits: To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.Safety & Security: The safety and security of our guests and associates is of utmost importance to the Commerce Casino & Hotel. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.Note: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the employee's supervisor.Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each employee remains, at all times, an "at will" employee. Commerce Casino