Front Desk Supervisor

Casino Del Sol•Tucson, AZ

About The Position

The Front Desk Supervisor works in Hotel Operations, greeting and registering guests, receiving payment for services, and providing support in other capacities as needed, including concierge duties. The role ensures service standards are followed by all team members and supervises and controls the front office during the swing shift period. The supervisor performs Front Desk Agent duties and takes a lead role in mentoring, coaching, training, and providing feedback to team members. The role assists with new-hire orientation, training records and materials, supplies and equipment inventory, administrative tasks, interviews, performance appraisals, problem resolution, and corrective-action recommendations. The supervisor helps foster a collaborative team atmosphere, supports colleagues during shifts, maintains high-quality Front Desk service, and performs end-of-day control tasks to maximize use of property inventory. The position requires following safety and security procedures, reporting hazards or incidents promptly, maintaining a clean and professional appearance, and representing the Entertainment Enterprise Division as a goodwill ambassador.

Requirements

At least one year of front desk experience in a hotel or resort and two years of guest service, customer service, or hospitality experience in a similar role.
High school diploma or General Equivalency Diploma.
Demonstrated ability to provide excellent guest service.
Demonstrated ability to create and maintain a dynamic team environment.
Demonstrated ability to work effectively and successfully under time constraints and pressure.
Must be able to work any shift, weekends, holidays, special events, and overtime as needed.
Must have employment eligibility in the United States.
Must be able to obtain, maintain, and retain a valid non-gaming license.
Knowledge of the EED reservation software system, internal controls, policies, and procedures, and guest service principles and practices.
Knowledge of multiline telephones and standard office equipment such as photocopiers.
Good telephone, basic clerical, communication, and interpersonal skills.
Ability to become proficient with Microsoft Office Suite, especially word processing, as well as reservation software and point-of-sale systems.
Ability to work in a fast-paced environment and cheerfully handle stress.
Ability to analyze information, solve problems, and make sound decisions.
Ability to read, write, and complete necessary paperwork.

Nice To Haves

One year of front desk experience in a lead position, preferably in an Indian gaming or hotel environment.
Computer proficiency with Microsoft Office Suite, especially word processing and spreadsheet applications, as well as reservation software and point-of-sale systems.
Bilingual in English and Spanish.

Responsibilities

Perform the duties of a Front Desk Agent.
Mentor, coach, and provide performance feedback to team members.
Provide on-the-job training and assist with maintaining training records.
Assist with new team member orientation, including introducing Front Desk operations, equipment, and departmental and EED policies and procedures.
Monitor Front Desk training tools for accuracy and recommend enhancements.
Complete regular inventories of supplies and equipment and submit supply orders.
Assist with designated Front Desk administrative tasks.
Assist with interviews, provide input for performance appraisals, resolve problems, and recommend corrective action.
Foster a team atmosphere and take a proactive leadership role while supporting team members during shifts.
Follow safety and security policies and procedures and immediately report accidents, injuries, and unsafe working conditions to a supervisor.
Ensure and maintain high-quality Front Desk services.
Maintain a clean and professional uniform and personal appearance.
Act as a goodwill ambassador for the EED inside and outside the workplace.
Perform end-of-day control tasks to ensure maximum utilization of property inventory.
Perform other job-related duties as assigned.