Position Summary

The Front Desk Supervisor is responsible for supervising the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

Supervision Exercised

Reports to the Front Office Manager.

Supervises the Front Desk Agents.

Major Duties and Responsibilities

1. Assures all guests are provided friendly, courteous, and timely service, and that all policies and service standards are adhere to.
2. Responds promptly to guest inquires and complaints.
3. Responsible for the selection, training and development of staff.
4. Supervises, trains, coaches and counsels all Front Desk Agents.
5. Responsible for ensuring that employee performance appraisals are done in a timely manner.
6. Documents employee corrective actions as needed.
7. Evaluates and provides feedback to employees and documents in performance journals.
8. Responsible for maintenance of room inventory and room rates to achieve optimal levels of revenue while maintaining high levels of guest satisfaction.
9. Works with accounting to reconcile revenue from each shifts.
10. Works closely with Reservations Supervisor, Hotel Sales Manager, Convention Services Manager and the Director of Marketing for casino related marketing.
11. Performs other duties as needed or required.

Knowledge, Skills and Abilities

1. Knowledge of Computer and Windows software.
2. Excellent Customer Service Skills.
3. Excellent Written and Oral Communication Skills.
4. Excellent Analytical Skills.
5. Knowledge of reservation systems.
6. Creative problem solving skills and the ability to lead by example.
7. Ability to teach, motivate, and provide on-going training.
8. Strong organizational and technical skills.
9. The ability to demonstrate proper techniques, procedures and standards to employees.
10. The ability to coach employees on problem resolution and conflict de-escalation.
11. The ability to create a courteous, friendly, and professional work environment.
12. Ability to teach, motivate, and supervise.

Requirements:

Minimum Qualifications, Education and Experience

Required:

1. High School Diploma, GED certification or equivalent.
2. Two (2) years of front desk or reservations experience.
3. Must be at least 18 years of age.

Preferred:

1. Associates degree in Hotel Management or related field.
2. One (1) year in a supervisory position.

Licensing Status

1. Must be able to successfully pass a stringent background investigation.
2. Will require a post-offer, pre-employment and random drug screening.

blo of Sandia