Front Desk Supervisor

• Creates, develops and implements an effective strategy of organization for the Front Desk of the Hotel, ensuring maximum guest service and satisfaction to Triple AAA 3 Diamond Standards.
• Achieves budgeted revenues and expenses, and maximizes profitability related to guest services.
• Manages the room inventory function through the hotel’s PMS system to maintain highest possible room occupancy, and average daily rate.
• Maintains procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures. Reviews all paperwork deviations with Front Desk Staff.
• Guides and supports Front Desk Clerks in daily responsibilities. Helps at the Front Desk when needed.
• Reviews departmental guest complaints, ensuring corrective actions are taken, including communicating resolution to guests by phone and email. Review complaints and resolutions with the Hotel Manager.
• Prepares various departmental reports, including the daily forecast of arrivals and departures and any reports as assigned.
• Communicates with other departments to ensure proper handling of guests and groups.
• Facilitates the flow of information throughout the property, by organizing and presiding over regularly scheduled meetings with the Front Desk Employees.
• Maintains adequate staffing levels in the Front Desk area, by interviewing, selecting, training, scheduling, evaluating, assisting with career development, promoting, disciplining and terminating Employees, as needed.
• Ensures the Front Desk Staff are following all policies of MCR, Gaming Commission TICS, state and federal laws and staff are in proper uniform.
• Maintains a working knowledge of room rates, types, locations, package plans, special features, information on all outlets, hours of operation, and various local attractions, to advise guests of same, whenever possible.
• They will coordinate and oversee all group business. Prepares group contracts and communicates group billing instructions to the Front Desk Staff. Provides arrival and departure information on groups to the Front Desk Staff. Provides arrival and departure information on groups.
• Shall be responsible to maintain absolute confidentiality of all written and verbal information and communication regarding the hotel and its personnel.
• Monitors group billing set‑ups and master account charges with the Hotel Manager.
• Prepares a monthly report for the Hotel Manager.
• Responsible for maintaining a consistent, regular attendance record.
• Shall be responsible to maintain an inventory control of keys according to TICS. Also maintain an adequate supply for the Front Desk and Guests and order according to budget.
• Shall perform any other duties as assigned.

Directly supervises the activities of all Employees who work in the Front Desk area of the Hotel. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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, skill, and/or ability required. Shall have at least six (6) months proven abilities of Hotel Front Desk experience and/or proven abilities, which may include management/supervision experience. Must deal with various situations in a positive manner and shall possess the ability to react quickly to stressful situations without losing composure.

Must be at least 18 years of age or older. Must be able to work unusual hours, days, nights, weekends, and holidays. Must be able to take calls from the resort in cases of emergency or to answer questions and/or give direction. Must be able to withstand a background check. Preference given to qualified Menominee or other Native American Applicants.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.