Front Desk Supervisor

Snoqualmie Casino & Hotel•Snoqualmie, WA

8d•$70,761 - $77,837•Onsite

About The Position

As the Front Desk Supervisor, you become a pivotal link between the front desk team and management. In this role, you ensure that every guest interaction is handled with utmost care and professionalism, reflecting the high standards of Snoqualmie Casino & Hotel. You will support the Front Desk Manager in all aspects of desk operations including overnight processes, fostering a supportive and efficient environment for both guests and team members. Shift will be 2 overnight coverages and 3 varying shifts.

Requirements

Two (2) years of experience in hotel front desk operations.
Prioritize guest needs by assisting with special requests, resolving complaints promptly, and ensuring a positive experience.
Handle mail, packages, and messages following proper procedures, and deliver guest amenities when necessary.
Post room charges, taxes, and revenues to guest accounts, verify accuracy, transfer charges to master accounts, and prepare summaries of cash and credit card activities.
Track room revenues and occupancy and ensure precise billing and reservation processes.
Understand auditing principles and perform checks to ensure no discrepancies in accounts.
Summarize operational results, track key statistics, and file and report data to management.
Lead by example under the direction of the Front Desk Manager, assist in training and motivating team members, and provide guidance to ensure efficient hotel operations.
Demonstrate strong communication skills with guests and team members, maintain a welcoming atmosphere, and handle telephone etiquette professionally.
Adapt to the dynamic hotel environment, resolve issues effectively, and ensure guest satisfaction while maintaining hotel standards.
Ensure front desk, lobby, back office, and workstations are clean and organized to promote a professional and efficient environment.
Be fully knowledgeable of emergency procedures, safety protocols, and accident prevention policies to ensure a secure environment for guests and staff.
Utilize Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for creating and managing documents, spreadsheets, presentations, and emails with accuracy and efficiency.
Ability to work flexible hours, including weekends and holidays, to meet the needs of the hotel and guests, and to be trained on the overnight process for coverage when necessary.

Nice To Haves

Experience with a Hotel Management Software.
One (1) years of experience leading others in a supervisor or lead role.
Experience working in an integrated Casino Hotel and/or a Forbes or AAA rated property.
Bilingual

Responsibilities

Deliver exceptional service by handling check-ins/check-outs, addressing inquiries, making reservations, and resolving guest issues to ensure satisfaction.
Perform cashiering duties, balance transactions, and ensure accurate front desk accounting records for the hotel’s financial reports.
Monitor promotional programs (coupons, discounts, gift certificates) and maintain lobby cleanliness through light janitorial tasks.
Assist the Front Desk Manager with daily operations, provide guidance to team members, and ensure smooth front desk activities.
Aid in training new team members and assist with performance evaluations, providing feedback to improve service quality.
Act as a key contact during emergencies, ensuring guest safety and security protocols are followed.
Perform other tasks as assigned to support overall hotel operations.