Ticket Office Supervisor - Casino jobs in Allentown, PA

Front Office Supervisor

Hyatt House/Hyatt Place Allentown is seeking an experienced Front Office Supervisor to assist our Front Office Manager in leading and cultivating our Front Desk. Our ideal candidate is a motivated and creative individual with strong problem-solving skills, an outgoing and friendly personality, and desire to grow within the hospitality industry. The Front Office Supervisor would be responsible for assistance in core aspects of the Front Desk such as guest experience, achievement of department goals, training, inventory control, and providing any additional support to the Front Office Manager.

Essential Functions

·         Greet, welcome and approach all encounters with guests and associates in a friendly service-oriented manner, including arrivals, departures, general interactions, etc.

·         Maintain proper operation of the telephone switchboard and ensure that all Hyatt and TKo performance standards are met.

·         Assist guests with all inquiries, including but not limited to reservations, billing, amenities, concierge services, etc.

·         Anticipates guest needs and works to create an exceptional third place experience.

·         First contact for guest concerns – Resolves complaints, and disputes in compliance with hotel policies and procedures in a professional and timely manner.

·         Ensures all Hyatt and Department Goals are being met and exceeded; works to create innovative ways for team involvement and success.

·         Be knowledgeable and aware of all packages, promotions, in-house groups, restricted dates and sell outs, etc.

·         Ensures daily tasks and checklists are completed in a timely and accurate way.

·         Assists FOM in conducting thorough orientation and training for Guest Service Representatives.

·         Oversees Market inventory and cleanliness according to state F&B standards & FIFO.

·         Assist FOM and DOS with Group guest reservations, questions and requests.

·         Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.

·         Possesses knowledge of and assists in emergency procedures as required.

·         Assists FOM and RDM with any additional duties that are assigned, including but not limited to scheduling, ordering, etc.

Position Requirements:

·         Minimum of one year of Hotel Front Desk experience (Hyatt branded a plus!)

·         Opera experience preferred.

·         Full time, open availability – nights, weekends and holidays.

·         Outstanding customer service skills and passion to create experiences for guests; outgoing and friendly personality.

·         High level of problem solving – identifying problems, collecting data and facts and drawing valid conclusions.

·         Analytical and detail oriented with reports and financial numbers.

·         Strong leadership skills and a team player.

·         A desire and the ability to grow into a management role is preferred.