SUPERVISOR - FRONT DESK

Job Description

Job Description

OVERVIEW:

The Front Office Supervisor assists the Front Office Manager in all duties of the front office operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Follow through with direction of Front Office Manager in all department operations. Maintain regular presence throughout the department.
• Ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Communicate with Front Office Manager to ensure guest room standards are effectively maintained.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Be aware of all scheduled daily group activities and names and locations of meeting/banquet rooms.
• Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status.
• Works with finance to ensure all Night Audit functions and reports are run accurately and timely.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Assist in the develop and implement strategies to retain staff.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Attend and participate in regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues in accordance with established guidelines from Management.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence at Front Desk during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.
• Responsible for cleaning and sanitizing work and public spaces.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

1-2 years of experience working in Front Desk with lead desk agent experience. Luxury hotel experience preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.
• Ability to work flexible schedules, including nights, weekends, and holidays as required.

KNOWLEDGE OF:

• Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.

ABILITY TO:

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to team members and guests.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.