Hotel Supervisor - Casino supervises all aspects of hotel operations, including front desk, reservations, concierge, and customer service. Responds to all guest requests, concerns, or problems. Being a Hotel Supervisor - Casino ensures an optimal level of service and hospitality. Works to maintain, update, and train staff on service, hospitality, and safety policies and procedures. Additionally, Hotel Supervisor - Casino may require a bachelor's degree. Typically reports to a manager. The Hotel Supervisor - Casino supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Hotel Supervisor - Casino typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Under the direction of the Front Desk Manager, the Front Desk Supervisor is responsible for ensuring the Front Desk Team creates a pleasurable experience for all guests, prides itself on exceptional proactive service and unparalleled knowledge of property and services, and partners effectively with all other hotel departments to seamlessly cater to guest needs. The Front Desk Supervisor leads and guides their team to create unique memories, and maintain professional relationships with guests to enhance their overall experience, while following and meeting Service Excellence Standards. The Front Desk Supervisor assists in managing and supporting consistency of service and delivering results that contribute to the mission and overall success of the Hotel, including accomplishing performance objectives linked to improving customer service and the value of the Hotel’s products and services to its customers and clients.
Essential Duties & Responsibilities
1. Supervises operation of Front Desk during shifts, and provides support to Team Members as needed including but not limited to, guest check-in and check-out, lobby traffic, luggage assistance, determining room rates and availability. Monitors daily performance of Front Desk Team Members to ensure duties are completed accurately, efficiently and timely. Provides highest service experience to guests during all interactions. Welcomes guests with friendly sincere demeanor and ensures Team Members are following all Brand Standards and guidelines, which include: Guest’s registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments, etc. Demonstrates thorough knowledge of Hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge. Uses up-selling techniques to promote Hotel services and facilities and maximize room occupancy. Oversees check-out processes: ensuring rooms and services are correctly accounted for; point-of-sale system efficiency; handling money; credit and debit card processing; accepting and recording various forms of payment; making change and processing gift certificates and cards. Provides direction to team members on handling of foreign currencies, credit cards and cash in accordance with Hotel credit and cash handling policies. Acts in accordance with policies and procedures when working with front of house equipment and property management systems, and monitors proper usage by team members. Monitors and assists with work schedules and special assignments, including overtime, breaks, and penalties. Compiles and reviews daily reports and logs.
2. Assists Front Desk Manager in identifying and recommending plans of action or solutions to Front Desk Team Members on office issues or other issues of concern. Participates in hiring process, coaching, mentoring, training and development of Team Members. Completes daily audits to measure quality of operations. Drives performance and engagement of team members. Leads team members to feel empowered to provide excellent service by addressing and resolving guest concerns with immediate and exemplary solutions. Ensures guest interactions are handled with highest level of hospitality and professionalism, accommodating special requests whenever possible with sense of urgency. Checks-in with Front Desk Team Members regularly to help guide and mentor them with the intent to reach Department and individual career goals. Assists in providing trainings of new Front Desk Team Members and ensures successful completion of training goals. Assists in training and communicating to active members on new processes, procedures, electronic or systems applications, and guest services. Leads by example, contributing to an environment which motivates team members to collaborate, learn, perform, and develop their skills. Works with a diverse team of well-trained team members by leading, empowering, sharing knowledge, and coaching throughout employment lifecycle.
3. Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly. Responds to guest inquiries and complaints in timely, friendly and efficient manner. Accommodates guest requests, contacting appropriate team members as needed. Follows up to ensure requests have been met accordingly. Remains in open communication with VIP Services and Player Development to respond to guest reservation modifications and inquiries. Assists Hotel Senior Management in communicating issues and problems in relation to guests, team members, safety, VIP Services and Player Development. Safeguards confidential nature of guest, Department, and enterprise data.
4. Reports all maintenance issues pertaining to facility via internal systems and ensures resolution. Adheres to all health and safety policies and procedures set by enterprise.
5. Performs other duties as assigned to support efficient operation of Department.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the enterprise’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education/Experience/Qualifications
Certificates/Licenses/Registrations
San Manuel Band of Mission Indians and Yaamava' Resort & Casino will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
Job Type: Full-time
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Work Location: Multiple locations
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