SUMMARY

The Grand Sierra Resort Hotel Operations Department is seeking a talented and qualified individual to serve as Front Desk Supervisor. The applicant should have previous Front Desk experience. Possess proven organizational skills, exceptional guest service, and problem solving skills and LMS systems knowledge. Oversee the overall day to day operations of the Front Desk, assists Front Desk Manager with the daily sales to scheduling Front Desk staff for daytime and evening operations. The Front Desk Supervisor will ensure a hospitable, smooth and efficient operation. This role is highly visible and interacts with sponsors, vendors, clients, and GSR Management. Leads by example at all times and provides the highest level of customer service to all guests, vendors and clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Register guests by inputting information into computer and assigning them rooms.
• Settle and checkout guest’s accounts by inputting method of payment into computer and releasing room.
• Maintain excellent guest service/employee relations through effective communication and by following company guidelines.
• Supervise staff to ensure job duties/breaks promote the overall operation of the Front Office.
• Handle all front office employee and guest concerns in a professional manner.
• Evaluate staff performance.
• Answer calls and process requests from guests. Make, return and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquires. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Prepare and organize reports for tracking rebates, lost phone calls, agent up-sells, night occupancy reports, etc.
• Post and balance room charges to guest’s accounts in order to keep these accounts current and correct at all times.
• Research and correct disputed room charges by use of various reports and master accounts to correct any improper postings to guest’s accounts.
• Monitor staff behavior, direct breaks and direct job functions to expedite check-in/out and baggage handling procedures. Direct staff in proper job functions and proper guest interaction.

QUALIFICATIONS

To perform this job successfully, an individual must have a track record of performing each essential responsibility satisfactorily. Provide clear direction, instruction and guidance to guests. Must be able to listen and respond to guest inquiries in a positive and professional manner.

EDUCATION

High School Diploma or GED required. Minimum 1-2 years of experience in hotel operation preferred. Any combination of education, training, or experience listed that provides the required knowledge, skills, and abilities. Previous supervisory experience preferred.

LANGUAGE SKILLS

Exceptional oral and written communication skills with the ability to accurately communicate reports, business correspondence, and procedure manuals. A high level understanding of interpersonal skills to productively deal with business contacts and team members at all levels of the company. Possess a strong attention to detail and engaging presentation skills. Has the ability to effectively present information and respond to questions from groups of managers, staff, clients, and general public.

MATHEMATICAL SKILLS

Ability to accurately add, subtract, multiply, and divide in all units of measure and calculate figures and amounts. Such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram, or schedule form. Excellent time management, problem solving and organizational skills are a must.

OTHER QUALIFICATIONS

Must be a minimum of 18 years of age. Must be proficient in Microsoft Office Products: Project, Word, Excel, Power Point, Publisher and Outlook. Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate. Attend and participate in meetings in order to be informed of new rules, regulations and procedures and to discuss scheduling and/or other concerns of the Hotel and/or department. In addition to performance of essential functions, this position may be required to perform a combination of functions to be determined based upon the particular needs of the Hotel.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee: must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, team members and others. Is regularly required to sit; stand; walk and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee is regularly exposed to a smoke-filled environment. The noise level in the work environment is usually loud.