Front Desk Supervisor

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.

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.

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.
• 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.
• Understand auditing principles and perform checks to ensure no discrepancies in accounts.
• Lead by example under the direction of the Front Desk Manager, assist in training and motivating team members.
• Demonstrate strong communication skills with guests and team members.
• Adapt to the dynamic hotel environment, resolve issues effectively, and ensure guest satisfaction.
• Ensure front desk, lobby, back office, and workstations are clean and organized.
• Be fully knowledgeable of emergency procedures, safety protocols, and accident prevention policies.
• Utilize Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for creating and managing documents.

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.

Benefits

• Initial hiring range of $70,761 - $77,837 DOE, with potential up to $101,896 through annual performance/merit increases.
• 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days.
• Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years, with an option to cash out twice annually.
• Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Access to tuition reimbursement, certification programs, and Employee Assistance Program.