YEDC - Hotel Supervisor

Adventure Leader Position Description

Hotel Supervisor

Hotel Guest Services

Non Exempt

04/2025

Reports To:

General Manager

Salary Grade: GS 3 ($20.66)

Our philosophy in Yurok Country is to create legendary adventures for our guests. Each adventure guide must support a standard of service excellence that exceeds expectations and creates a sense of place and welcome for each guest. By joining the Redwood Hotel Casino team of adventure guides; you are committing yourself to this philosophy and acknowledging your dedication to providing adventures filled with the traditions, stories and the beauty of Yurok Country.

Be prepared to become a trailblazer creating magical moments with legendary service standards.

Position Overview (the basic function of the position):
This position assists with the supervision of all hotel staff in the absence of the hotel manager. Will handle arrival and departures of hotel guests in a timely and professional manner; and process all payments according to established requirements/procedures. Assists as needed handling guest request, internal and external. Works a rotation shift overnight as needed. Works with reservations and credit card authorizations, prints and distributes monthly reports as required.

Assists with training new hires of all departments as needed.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the types of duties and knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Overall responsibility to assist in supervising the hotel functions.
• Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Ability to perform all Front Desk Agent job duties and to act as role model for Front Desk Agents in providing superior guest service. Be at the front desk to assist desk agents during periods of heavy traffic.
• Ensure guest recognition programs are in place and functioning as incentives.
• Abide by all RHC accounting policies and practices to ensure compliance.
• Ensures compliance with IHG brand guidelines
• Resolve guest complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Assist in housekeeping during busy times, if needed and available.
• Works with Housekeeping Leads to ensure the department is running smoothly.
• Help keep storage closets organized, and inventory updated to help maintain appropriate stock levels necessary for efficient operation.
• Check rooms to ensure they are clean to IHG standards, coordinate deep-cleaning project.
• Conduct individual or group pre-shift meetings with team members and provide daily positive feedback.
• Understand and adhere to regulatory, department, and company policies and procedures.
• Effectively and efficiently manage labor costs and staffing objectives while achieving guest satisfaction.
• Maintain an adequate inventory of products & food to eliminate excessive ordering in each department.
• Supervise and manage attendance and time records of team members.
• Review the performance, productivity, and efficiency of team members including but not limited to periodic evaluations.
• Enforce all company policies and procedures in the department and recommendations to the General Manager for improvements.
• Responsible for day-to-day activities at the hotel in the absence of the Hotel Manager.
• Promote Tribal Member employment and mentoring of Tribal Team Members.
• Promote a clean, safe, healthy and friendly work environment for adventure guides and guests, report and direct safety issues to Safety Team.
• Other duties pertaining to hotel assignments by the General Manager.
• May assist as event support.
• Ability to maintain effective working relationships with public officials, department heads, associates and the public.
• Represent facility professionally and positively on the telephone and in person.
• Greet visitors as required.
• Acts as a relief worker in case of an emergency or disaster.

Service Standards:
Must be able to incorporate Yurok Service Strategy into daily operations by demonstrating the following standards while performing the requirements of the job:

• Smile & Greet
• Name & Meet
• Listen & Act
• Make Their Day
• Ask & Sell
• Thank You & Goodbye

Language

Skills:

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Skill in effectively, communicating information through verbal and written correspondence to adventure guides, managers, clients, customers, and the general public,…