What are the responsibilities and job description for the Hotel Supervisor position at THUNDER VALLEY CASINO?
Position Summary:
The Hotel Supervisor oversees the daily operations of the Hotel front desk, concierge, and guest services, ensuring that AAA Four Diamond service is provided to Hotel Guests by Team Members. Responsible for the supervision and development of Front Desk, Concierge, and Bell Services Team Members. Additionally, will perform duties as support supervisor for all other departments in the Hotel Division when required. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.
Essential Functions:
1. Practice, support, and promote Thunder Valley Casino Resort’s “ELITE” company-wide service mission and demonstrate AAA Four Diamond service standards at all times.
2. Collaborate with Hotel Management to develop and implement plans to ensure the Hotel establishes and maintains AAA Four Diamond luxury standards.
3. Assist in the employment and staffing of the front desk, concierge, and bell services areas of the Hotel, including interviews and termination of Team Members.
4. Lead or assist with daily pre-shift meetings outlining activities and expectations to ensure AAA Four Diamond standards are achieved and maintained by Team Members.
5. Coach, counsel, and develop Team Members to achieve expected goals by maintaining a consistent approachable demeanor and articulating department expectations.
6. Delegate work assignments while setting expectations and monitoring delegated activities.
7. Conduct appraisals and other feedback sessions with Team Members on a regular basis.
8. Attend all training classes required of supervisory and management Team Members in accordance with TVCR Standards.
9. Responsible for managing day-to-day operations of the front desk, concierge, and bell services in accordance with established budgetary objectives.
10. Coordinate with Catering and Sales to ensure that room reservations are assigned appropriately.
11. Coordinate with the Player Development department to ensure that VIP room blocks are assigned appropriately.
12. Respond to VIP Guest requests regarding room reservations and amenities as needed.
13. Be available to respond to Guest concerns regarding all aspects of the property, and direct Guests to the appropriate party.
14. Assist in the supervision of other departments in the Hotel Division when necessary.
15. Foster a success-oriented, accountable environment within the Thunder Valley Casino Resort.
Qualifications:Minimum Qualifications:
1. One (1) year of hotel front desk supervisory or management experience in a luxury hotel/resort.
2. High school or equivalent education required.
3. Possess analytical skills with the ability to synthesize complex or diverse information.
4. Ability to develop realistic action plans and prioritize work activities accordingly.
5. Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form.
6. Computer skills with working knowledge of Microsoft Excel, Word, and Outlook. Experience with OPERA and HotSOS preferred.
7. Must be at least 21 years of age.
8. Must be able to obtain UAIC Tribal Gaming License.
Physical Requirements:
1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
2. Ability to communicate on the telephone and in person with internal and external Guests.
3. Ability to lift up to 50 lbs.
4. Ability to stand for prolonged time periods.
5. Manual dexterity to operate job related equipment.