Front Desk Supervisor

Description

ORGANIZATIONAL UNIT:        Firelake Hotel

SUPERVISOR:                              Front Office Manager

FLSA:                                             Non-Exempt

STARTING SALARY:                    $12-15.00 per hour

ALL FULL TIME POSITIONS:     In addition to your pay, your salary also includes Medical, Dental and Vision Insurance. The Biweekly deduction from employee paycheck is $40.00 for Employee Only, $95.00 Employee plus Children, $120.00 Employee plus Spouse, and $140.00 Employee plus family.  

FUNCTIONS STATEMENT:

· Responsible for the supervision of all aspects of the Front Desk function in accordance with Casino and Tribe standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff. Ensures that guest service standards are met and that all staff adheres to financial requirements and accuracy.

MAJOR DUTIES

· Maintain a complete knowledge of and comply with all departmental policies regarding guest service, operational procedures and facility standards.

· Maintain a complete knowledge of correct maintenance and use of equipment. Become an expert in the operation of systems and ensure that equipment is used only for the purposes intended.

· Anticipate guest needs and respond or direct response promptly. Acknowledge all guests and monitor front desk agents for appropriate and timely guest interaction.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· Maintain a complete knowledge of:

o All room types, numbers, layout, décor, appointments and location.

o All room rates, special packages and promotions.

o Daily house count and expected arrivals/departures.

o Room availability status for any given day.

o Scheduled in-house group activities, locations and times.

o All hotel and departmental policies and procedures.

· Complete requisitions to replenish shortages or additional items needed for anticipated business.

· Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is aware and knowledgeable about the current offerings.

· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

· Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

· Ensure that staff report to work as scheduled. Document any late or absent employees.

(Front Desk Supervisor, cont.’s page 2)

· Assign work duties to staff and coordinate daily schedules to ensure maximum coverage and excellent guest service.

· Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.

· Ensure that all staff meet grooming and uniform standards and see that deficiencies are corrected.

· Monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk, Bell/Valet, PBX or reservations.

· Monitor the casino and hotel front entrance and resolve any congested situations.

· Monitor the check-in and check-out process. Anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. 

· Monitor communication logs and ensure that guest requests are responded to on a timely basis.

· Assist staff with their job functions to ensure optimum service to guests.

· Assist guests with reports of lost or stolen articles following casino policy.

· Monitor and ensure that all cashiering procedures comply with accounting policies and standards.

· Review resumes for arriving groups and coordinate front desk responsibilities.

· Review all out of order rooms daily. Ensure that discrepant rooms are reported, researched and updated to reflect appropriate status.

· Conduct formal training sessions on required job functions with all new hires and coordinate ongoing training with existing staff.

· Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.

· Perform all other duties and projects as assigned by the Manager.

· NOTE: The above duties are intended to describe the general nature of work performed by an employee in this position. These statements are not to be construed as an all-inclusive list of the duties, knowledge, skills, abilities and other characteristics required of an employee in this position.

FACTOR 1: KNOWLEDGE REQUIRED BY THE POSITION

· Knowledge of processes of sales and solicitation of group and transient business.

· Knowledge of the general principles of revenue management.

· Knowledge of techniques and methods in preparing and maintaining required documentation. 

· Knowledge of appropriate procedures for billing and client follow-up.

·  Knowledge of data management techniques, client and group account management and correspondence. 

· Knowledge of the role of an ambassador for Firelake Hotel in cultivating guests by preparing promotional materials and correspondence. 

(Front Desk Supervisor, cont’t page 3)

· Knowledge of rules, regulations and statutes related to the Indian gaming industry as prescribed by the NIGC, Citizen Potawatomi Nation as they will apply to the hotel and is guests.

· Knowledge of safety standards as prescribed by the Office of Safety, Health and Occupational Administration (OSHA), and Citizen Potawatomi Nation.

· Knowledge of the current market trends. 

· Knowledge of computer and Microsoft programs and software.

FACTOR 2: SUPERVISORY CONTROLS

· The incumbent is under the supervision of the Director of Hotel Operations or Rooms Manager, Citizen Potawatomi Nation, Firelake Hotel. 

· The supervisor assigns work on information regarding the objectives, priorities and deadlines and desired outcomes. 

· Incumbent handles all work independently according to desired outcomes, established policies and accepted practices.

· Supervisor assigns work in terms of objectives and basic priorities and is available for consultation in resolving complex or controversial issues.

· Incumbent independently plans and carries out the projects and selects the approaches and methods to be used in solving problems.

FACTOR 3: GUIDELINES

· Incumbent uses personal experience and employer standard operating procedures, in addition to tourist industry journals, hospitality publications, handbooks, training manuals, policies and precedents.

· Guidelines include Citizen Potawatomi Nation Gaming Commission regulations and directives, various National Indian Gaming Commission laws, rules, regulations, manufacturer’s catalogs, handbooks, precedents, and files of previous projects.

· The incumbent implements adaptations in dealing with problems and unusual situations always with the best interests of the Citizen Potawatomi Nation and Grand Casino in mind.

· Guidelines may include the Systems of Internal Controls Manual.

FACTOR 4: COMPLEXITY

· Incumbent takes only the most intensive and complex problems to the Director of Hotel Operations or Rooms Manager.

· As the level of difficulty increases, the incumbent considers differences in the courses of action and refines methods or develops new techniques, concepts, theories, or programs to solve problems.

(Front Desk Supervisor, cont’t page 3)

· Incumbents will frequently be faced with unusual circumstances and incomplete or conflicting data in addition to various staff and personnel who have special interests and individual priorities, which may conflict with existing policy and procedures.

· The level of difficulty will vary from mild to extremely intensive and complex circumstances on a routine basis.

· The incumbent is often required to depart from past approaches and to extend traditional techniques or develop new ones to meet major objectives and projects without compromising accepted industry principles. 

FACTOR 5: SCOPE AND EFFECT 

· The purpose of the work is to ensure the highest level of guest service and adherence to procedures for all aspects of the front office operation while maintaining appropriate control of expenses.

· The work affects the bottom line (profit) of the Firelake Hotel and subsequently reflects upon the image of the Citizen Potawatomi Nation as a successful entrepreneur.

FACTOR 6: PERSONAL CONTACTS

· The ranges of contacts include ordinary citizens who come to enjoy the amenities offered by the property, to international dignitaries in addition to those dignitaries who represent the Citizen Potawatomi Nation, National Indian Gaming Commission, 

Federal and State Government and other Native American Tribes and local, state and national businesses and associations.

FACTOR 7: PURPOSE OF CONTACTS

· The purpose of the contracts is to ensure maximum guest satisfaction and employee efficiency and thus improve the revenue of the Firelake Hotel.

FACTOR 8: PHYSICAL DEMANDS

· The incumbent will perform minimal physical efforts such as climbing, lifting and reaching. The preponderancy of physical exertion will be spent in prolong periods of time working at the computer and walking from one service area to another. 

FACTOR 9: WORK ENVIRONMENT

· The work environment is typical of that in an office setting with a climate-controlled environment in addition to a busy casino with heavy cigarette smoke accompanied with a variety of competing noises and communications in addition to a climate-controlled office environment. 

Salary : $12 - $15