Hotel Front Office Shift Supervisor

Hotel Front Office Shift Supervisor - 2610

River Spirit Casino Resort | Hotel Operations | Full Time

Location:

Tulsa, OK, US, 74137

Department: TUL Front Office

Property:
River Spirit Casino Resort

Summary:

Responsible for supervision of Hotel Front Desk employees assuring highest quality guest service. Utilize excellent multitasking skills in handling the guest service needs with the goal of generating profitability and repeat customers. Review and update reports, guest occupancy, customer satisfaction surveys, room costs, and market trends. Respond to guests' special requests; resolve guest complaints in a prompt and courteous manner. Maintain and monitor the confidentiality of records, transactions, and guest information.

All functions will be performed within the guidelines of the MNGE's policies & procedures.

1. Ensure that standard Hotel operating procedures are up-to-date and accurately executed between Hotel and Casino. Oversee the processing of all guest inquiries received; arrange, coordinate and confirm all hotel reservations through the Property Management System (INFOR).

2. Operate the Front Office properly and efficiently, ensuring staff are adequately trained and performing at high levels, including cash handling, payments, and hotel/casino amenities information is being handled appropriately.

3. Provide assistance and supervise Front Desk Agents and ensure appearance and protocol are met according to hotel standards; ensure proper staffing at all times; assist in check-in/check-out or related guest service activities.

4. Handle guest complaints and comments relating to the department tactfully and in timely manner.

5. Ensure data and communications of information are updated and timely to all relevant departments. Maintain accurate records and updates of room occupancy/availability, all paperwork associated with reservations, folios, and guest stay evaluations.

6. Perform aspects of HR and training functions, including counseling, coaching, training, disciplinary actions; schedule, train and monitor the selling techniques of Front Desk and VIP teams to maximize revenues.

7. Make routine hiring and performance assessment recommendations; role model and provide exceptional guest service that differentiates us from the competition; ensure a warm and genuine arrival/departure experience.

8. Provide daily/weekly reports, as needed, including extracting data from PMS system, tracking guest & hotel activity; responsible for night audit processes and accurate reports.

9. Cooperate and coordinate teamwork with other departments and divisions; actively assist in marketing all casino & hotel events, promotions and activities to both internal and external stakeholders in order to obtain full occupancy of hotel facility.

10. Utilize interpersonal skills, computer proficiency, customer service, and leadership skills to convey a positive guest experience with high degree of accountability for accuracy & thoroughness of departmental records and reports, and for maintaining an exceptional level of guest service; display high degree of professionalism & integrity.

11. Manage Guest Service Relations, Training, and Guest Response processes; work under pressure and remain detail oriented and positive in order to achieve front office quality service goals.

12. Perform other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

Education:

AA or BS Degree in Hospitality, or Hotel Management preferred; and/or combination of education & experience.

Experience:

Minimum 3 years' Front Office Management or Hospitality experience in 1st class hotel/casino and/or 4 Diamond experience preferred; 2 years' Supervisory experience preferred. Advanced understanding hotel software, supervisory requirements, and strong office operations skills required.

Licenses/Certifications:

MCN OPG Gaming License is required. Key positions required knowledge and application of Title 31 reporting requirements. Must have ability to pass…