Hotel Operations Supervisor

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Job Description

Position Summary:

This position is responsible for assisting with the supervision, direction and on going training of the Front Desk, Concierge, VIP Check-In and Bell Services staff.

Primary Duties and Responsibilities: includes but not limited to:

• Assists in the hiring, scheduling, training, evaluating and counseling of the Front Desk, Concierge, VIP Check-in and Bell Services staff
• Addresses all Guest concerns in a timely manner
• Ensures back-up reports are run and documents are current
• Runs and reviews Manual over-ride report and room revenue potential
• Responsible for the completion of the over the credit and non-zero reports
• Completes the preparation, arrival and departure of all corporate, convention and bus groups
• Monitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results
• Monitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)
• Processes due-outs and express checkouts daily, and in a timely manner, to ensure maximum availability of rooms on the hotel rack
• Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions

Secondary Duties and Responsibilities:

• Assists guests in making dinner and spa reservations as well as transportation needs
• Keeps staff aware of the Current Guest Service Scores and develops ways to increase them
• Performs pre-shift meetings on an hourly basis to keep staff informed of changes

Minimum Education and Qualifications:

• High School Diploma or equivalent
• Two years of hotel front office experience in a high volume, complex casino/hotel environment or four or five star luxury hotel

Competencies: Incumbent will master the following competencies while in this position:

• Excellent written and verbal communication skills
• Strong organizational and multi-tasking skills and the ability to delegate tasks
• Basic computer skills in Microsoft Word, Excel and Outlook
• Knowledge of LMS, LRS, HMS, RPOS, Lodgenet, Bar tech, Espresso, Hotel paging system, Telecheck, Time Lox/DC Onesystems and any other software system used in Hotel Operations
• Extensive knowledge of the property and local areas and destinations
• Possesses a high level of maturity to deal with the most discriminating guest requests and requirements
• Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment

Training Requirements:

• Knowledge of Mohegan Sun corporate and department policies and procedures
• Must attend all appropriate Human Resources Supervisor Training classes

Physical Demands and Work Environment:

• Office work environment
• Must be able to stand, reach, bend or sit for extended periods of time
• Must be able lift up to 100 lbs.
• Must be able to work various shifts and flexible hours

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.

Work Shift:

Regular

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Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.