Rivers Casino

Job Details

Description

Position Summary: The Supervisor Hotel Operations manages the day to day operations of the Front Desk, Valet and Housekeeping Operations. The Supervisor assists guests and employees in an Energetic, friendly and courteous manner.

Job Title: Supervisor Hotel Operations

Department: Hotel

Reports To: Manager Hotel Operations

FLSA Designation: Exempt

License Type: Gaming

Target Pay: $60,000 - $70,000

Essential Job Functions:

• Review and maintain up to date on policies and procedures of the front desk
• Oversees Call Center & Call Center staff
• Counsel, develop and discipline employees in compliance with company policies and procedures
• Ensure proper staffing levels daily
• Monitor and maximize occupancy and average daily rate
• Ensure all assignments are completed in an efficient and timely manner
• Responsible for assuring the highest quality guest experience by promoting the GUEST & LEARN Service Model throughout all areas of responsibility
• Handle and resolve guest complaints and concerns, then follows up to ensure matters are resolved quickly and appropriately
• Monitors master key procedures and par inventory level to ensure security and restriction of access
• Works closely with the Housekeeping department to optimize the overall guest experience
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Maintain complete knowledge at all times of: Verify room status on A.M. report; report discrepant rooms; prioritize and update status of check-out rooms
• Ensure that assigned staff have reported to work; document any late or absent employees
• Coordinate breaks for assigned staff. Prepare and distribute assignment sheets to assigned staff and review priorities
• Assign designated guest room keys and beepers to assigned staff
• Maintain accurate record of such and ensure security of keys
• Communicate additions or changes to the assignment sheets as they arise throughout the shift
• Inspect supply levels of floor closets
• Assign designated personnel to rectify any deficiencies
• Check Room Attendants’ carts for proper supplies, neatness, cleanliness, and mechanical problems
• Inspect rooms cleaned by assigned Room Attendants, using designated checklist
• Directly contact Room Attendant and relay any deficiencies to be corrected
• Update room status after approving cleanliness and condition in accordance with departmental standards
• Check vacant rooms, verify status, and update status of discrepant rooms throughout the shift
• Check DND rooms and verify status
• Mark dirty sheets of randomly selected assigned rooms and follow up to ensure
• Room Attendants have changed bed sheets
• Counsel Room Attendants on any discrepancies
• Inspect public areas/bathrooms, fitness center, pool area, offices, and service areas after being cleaned by Floor/Lobby Attendants, using designated checklists
• Directly contact respective personnel and relay any deficiencies to be corrected
• Complete work orders for maintenance repairs and submit to Housekeeping Clerk
• Contact Engineering directly for urgent repairs
• Conduct training of staff as assigned
• Provide feedback on staff performance to manager
• Report disciplinary problems to manager and participate in the counseling of employees
• Document pertinent information in department logbook
• Complete all paperwork and closing duties before leaving
• Review status of assignments and any follow-up action with manager and/or on-coming supervisor
• Check P.M. reports for accuracy and completeness
• Complete night counts in accordance with departmental standards
• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work
• Observes performance and encourages improvement
• Greet guests immediately with a friendly and sincere welcome
• Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
• Promote The Landing Hotel and brand-specific marketing programs
• Make appropriate selection of rooms based on guest needs. Code electronic keys
• Nonverbally confirm the room number and rate
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Close out guest accounts at time of check out
• In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
• Requires standing and continual mobility throughout front office area
• Verify and imprint credit cards for authorization using electronic acceptance methods Handle cash and make change and balance an assigned house bank
• Accept and record vouchers, travelers check and other forms of payment
• Perform accurate moderately complex arithmetic functions using a calculator
• Post charges to guest rooms and house accounts using the computer
• Promptly answer the telephone using a positive and clear voice
• Input messages into the computer
• Retrieve messages and communicate the content to the guest
• Retrieve mail, small packages and facsimiles for customers as requested
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions
• Make decisions and act 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
• Communicate both verbally and in writing to provide clear direction to staff
• Comply with attendance rules and be available to work on a regular basis
• Must be able to work as part of a team
• Additional duties as assigned

Qualifications:

• High school diploma or equivalent required
• Must have a valid Driver's License
• One-year related experience in a hotel/casino environment, and/or training; or equivalent combination of education and experience
• Must possess and be able to maintain the applicable regional Gaming card(s) and/or License(s)
• Must be able to effectively communicate in English
• Must be able to read and write simple lists, interoffice memorandums, and business correspondence
• Must have working knowledge of Microsoft Office/Google Suite products
• Planning, Remembering Details, Using Arithmetic, Reading, Directing Others, Making Decisions, Discriminating Colors, Working at Various Tempos, Concentrating Amid Distractions, Remembering Names and Faces, Examining and Observing Details

Working Conditions:

• Inside, Noisy, Changing Temperatures
• Standing, Walking, Sitting, Bending/Stooping, Observing, Balancing
• Work is performed in an office and on the casino floor in a smoke-free environment
• Ability to stand, walk and/or sit for extended periods of time
• Hours may vary based on the monthly marketing calendar and hotel occupancy
• Must be able to perform housekeeping and front desk duties
• Ability to observe and detect signs of emergency situations
• Requires standing and continual mobility throughout front office area
• Perform accurate moderately complex arithmetic functions using a calculator
• May be required to move and lift boxes and items up to 25 lbs.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.