Front Desk Supervisor

Casino Del Sol•Tucson, AZ

12d

About The Position

The Front Desk Supervisor greets and registers guests, receives payment for services, and provides support in other capacities as needed, including concierge duties. The role ensures that service standards are met by all team members and supervises and controls the front office during the swing shift period. The supervisor performs Front Desk Agent duties and serves as a team lead by mentoring, coaching, training, and providing performance feedback. The role assists with onboarding, training records, training materials, inventory and supply orders, administrative tasks, interviews, performance appraisals, and resolving team member problems. It also helps maintain a supportive team environment and high-quality Front Desk services, follows safety and security procedures, and performs end-of-day control tasks to support maximum utilization of property inventory. Other job-related duties may be assigned.

Requirements

One year of front desk experience in a hotel or resort.
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.
Ability 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 and basic clerical skills.
Ability to become proficient with Microsoft Office Suite software, especially word processing, as well as reservation software and point-of-sale systems.
Good communication and interpersonal skills.
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, including greeting and registering guests, receiving payment, and providing other guest support such as concierge duties.
Ensure all Front Desk service standards are met and followed by team members.
Supervise and control the front office during the swing shift period.
Mentor, coach, and provide performance feedback to team members.
Provide on-the-job training and assist with 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 currency and recommend enhancements.
Complete regular inventory 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.
Develop a team atmosphere, take a proactive leadership role, and function as a supportive team member during shifts.
Follow established safety and security procedures, including immediately reporting accidents, injuries, and unsafe working conditions to a supervisor.
Maintain high-quality Front Desk services and a clean, professional uniform and personal appearance.
Act as a goodwill ambassador for the EED inside and outside the workplace.
Perform all end-of-day control tasks to ensure maximum utilization of property inventory.
Perform other job-related duties as assigned.