Front Desk Supervisor

Front Desk Supervisor

Oversees and coordinates the daily activities of the Hotel – Front Desk. Supervises staff and operations to ensure a positive customer service experience. Ensures the successful completion of department functions in accordance with the strategic goals, objectives, and mission of the Shoshone-Bannock Casino Hotel, with established policies and procedures, and with all applicable tribal, state, and federal gaming regulations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Works with management to implement a strategic plan to deliver services; communicates goals, objectives, policies, and procedures in accordance with the strategic plan. Improves staff effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining assigned employees; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing a climate for offering information and opinions; integrating functional objectives; and providing and participating in educational opportunities. Hosts regular staff meetings to ensure communication among personnel regarding Front Desk-related activities. Helps to ensure departmental staffing is maintained within budgetary requirements. Assists in achieving the financial objectives of the department by monitoring the departmental budget. Conducts evaluations of departmental services and works with staff to take appropriate steps to improve performance and/or customer service levels. Ensures the efficiency of Front Desk operations and maximum level of service is achieved through a culture of teamwork and consistency. Contributes to the organization's effectiveness by offering information and opinions as a member of the supervisory team. Complies with all property and department policies and procedures. Ensures staff's completion of daily checklists. Verifies paperwork and cash banks in accordance with established procedures. Collaborates with other departments to address guest maintenance, housekeeping, and other concerns; processes guest requests in an efficient and effective manner. Maintains a professional, organizational, and community reputation. Contributes to a team effort and accomplishes related results as required. Performs other duties as assigned.

Knowledge of: Department organization, functions, objectives, policies and procedures. Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles. Cash handling, banking, and/or accounting methods and procedures. Budget tracking and compliance. Customer service standards.

Skill in: Operating various word-processing, spreadsheets, and database software programs in a Windows environment. Preparing, reviewing, and analyzing operational and financial reports. Supervising, training, and evaluating assigned staff. Making effective decisions in emergency situations.

Ability to: Communicate efficiently and effectively both verbally and in writing, individually and in group settings. Maintain confidentiality. Work independently and meet strict timelines. Establish and maintain good working relationships with individuals of varying social and cultural backgrounds. Analyze situations and adopt appropriate courses of action. Establish and maintain professional relationships with the public and co-workers. Make solid decisions and exercise independent judgment. Train and mentor department staff, ensuring they know hotel policies, procedures, and best practices. Develop and implement training programs to enhance team performance and guest satisfaction. Collaborates with fellow supervisors and Leads for an efficient work environment.

Minimum Qualifications: High School Diploma or GED. Three (3) years of front desk or customer service experience. One (1) year of supervisory experience in a hospitality environment. A combination of relevant education and related work experience may be considered. Valid driver's license is required when driving vehicles for work-related purposes. Must be able to successfully pass a background screening / investigation according to the established requirements below. Tribal and Native American preference shall apply to all positions.

Certifications, Licenses, and/or Registrations: Must be able to submit supporting documentation of education and training to support qualifications. Must obtain and maintain a valid driver's license and qualify for insurance coverage under the company's fleet management policy, when applicable.

Background Investigation Requirements: Pre-employment drug screen. Personal reference check and employment verification. Federal, State, and/or tribal criminal history backgrounds will be conducted.

Physical Demands: While performing the duties of this job, the employee regularly is required to stand; sit; use hands to manipulate, touch, or grasp; use a computer and cellphone/telephone; and talk or hear. The employee occasionally is required to walk; reach with both hands or arms; and lift up to 25 pounds. The employee may rarely climb or balance; and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee regularly is exposed to dust, fumes, airborne particles, allergens, and/or second-hand smoke; and hostile, offensive, and / or violent individuals.

Work Environment: Work is generally performed in a casino hotel setting with a moderate and occasionally high noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel may be required for training, meetings, conferences, presentations, and other events.