Front Office Supervisor

Employee Requisition Form

Position to Be Filled : Front Office Supervisor


Purpose: Responsible for, during a specific shift, the successful overall coordination and direction of the Hotel Front Office and Front Services, ensuring the agents provide consistent exemplary customer service. Responds to guest inquires and complaints.


ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Lead, direct, and develop a team of employees to accomplish daily, quarterly, and annual goals.
• Guides and supports Front Office and Front Service Agents in daily responsibilities.
• Implements an effective strategy of organization for the Front Office and Front Services of the Hotel, ensuring maximum guest service and satisfaction.
• Responsible for ensuring prompt service of hotel reservations, guest registration, vehicle handling and luggage handling.
• Maintains a working knowledge of the Tachi Palace Casino Resort facilities, as well as special events on property to advise guests of same, whenever possible.
• Monitors associate's performance during their shifts. Providing coaching and counseling when necessary.
• Creates work schedule to always ensure adequate staffing to provide the highest quality service.
• Reviews departmental guest complaints, ensuring corrective action is taken.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency procedures.
• Prepares various departmental reports, including the daily forecast of arrivals and departures.
• Ensure all paperwork completed by subordinates is filled out correctly and all incoming calls are properly documented.
• Work closely with hotel management to ensure room rates are properly loaded.
• Controls the suite bookings, to ensure suites and special room blocks are handled correctly. Communicates with other departments to ensure proper handling of guests and groups.
• High school diploma or general education degree (GED) required.
• Minimum of two (2) years prior Supervisory experience in Guest Service-related position.
• Minimum two (2) years Front Desk experience, preferably in a full-service Hotel.
• Knowledge of general office equipment such as multi line telephone systems, 10 key calculators, copiers, and facsimiles.
• Any other duties as assigned.

Reports To: Front Desk Manager

Approximate Hours: Full Time