Under the direction of the Manager, Front Desk, the Supervisor, Front Desk 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. 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. 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 AND RESPONSIBILITIES
1. Supervises the operation of Front Desk and provides support to Team Members as needed. Supervisor monitors daily performance of Front Desk Team Members to ensure duties are completed accurately, efficiently and timely. Oversees Hotel Front Desk processes: ensuring rooms and services are correctly accounted for; provides direction to team members on cash handling, credit cards and other forms of payment in accordance with hotel credit and cash handling policies. Monitors and assists with work schedules and special assignments. Welcomes guests with friendly demeanor and ensures Team Members are following Yaamava’ Brand Service Standards. Demonstrates thorough knowledge of hotel information including but not limited to latest promotions, rates, products and availability.
2. Assists in training and communicating with team members on new processes, procedures, electronic or systems applications, and guest services. 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 the highest level of hospitality and professionalism, accommodating special requests whenever possible with sense of urgency.
3. Compiles and reviews daily reports, audits and logs to measure quality of operation and escalate matters accordingly. Assists Front Desk Manager in identifying and recommending plans of action or solutions for Front Desk Team Members on Front Desk concerns
4. Communicates and collaborates with all department leaders and team members to ensure guest experience is personalized and executed seamlessly. 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.
5. 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. Reports all maintenance issues pertaining to facility via internal systems and ensures resolution. Adheres to all health and safety policies and procedures set by the enterprise.
6. Performs other duties as assigned to support the efficient operation of the department.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the organization’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. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Bachelor’s Degree from an accredited college or university in a related industry required.
- Minimum one (1) years’ of hotel experience as Front Desk Agent, Night Auditor or a Customer Service-related field is required. Experience in a luxury hotel and/or resort preferred
- Minimum one (1) year of experience in a role leading and coaching others to meet and exceed standards is preferred.
- Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
- Strong English skills, both oral and written required.
- Intermediate proficiency in Microsoft Office (PowerPoint, Word, Excel and Outlook) desired. Must have good mathematical and organizational skills.
- Must uphold and protect financial, private and confidential information at all times.
- Must have strong customer service, problem solving and communication skills.
- Must be able to deliver excellent service in sometimes tough situations and maintain composure under demanding settings.
REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS
- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- No Driving Responsibilities: Role does not require a driver’s license or insurance.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT
The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled office setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Hotel: 1 year (Required)
- Leading role and coaching others: 1 year (Preferred)
Work Location: In person
