Front Office Supervisor

Ko-Kwel Casino Resort Coos Bay•North Bend, OR

About The Position

The Front Office Supervisor is responsible for the successful and consistent daily operations of the Hotel Front Desk and Door Greeters, supporting the Front Office Manager. The role promotes a warm, welcoming, and guest-focused department culture and helps team members deliver exceptional hospitality. The supervisor directs daily workflow, helps train and coach staff, resolves guest concerns, and supports smooth guest arrivals and departmental operations. The position also manages weekly schedules, supports departmental budget goals through wage management and staffing decisions, and helps maintain a safe, clean, and friendly environment. The role requires availability for evenings, weekends, holidays, major events, and functions. Ko-Kwel Casino Resort is owned by the Coquille Indian Tribe.

Requirements

High school graduate or equivalent.
Computer experience, including Windows applications.
Good organization and administration skills.
Ability to work in a team environment.
Oral and written communication skills.
Ability to work without supervision and organize and track multiple detailed projects.
Ability to meet deadlines and work well under pressure.
Ability to communicate clearly and positively with guests and teammates.
Availability to work weekends, holidays, and evenings when busy.
Ability to stand for extended periods, walk frequently, and use hands to finger, handle, or feel objects, tools, or controls.
Ability to occasionally sit and periodically push, pull, or lift up to 20 pounds.
Ability to remain calm and make sound decisions under pressure, including when dealing with stressful situations or upset people.

Nice To Haves

Front desk and reservations training or previous experience.
Proficiency in Micros Property Management software.
Fluency with database programs.

Responsibilities

Help maintain a safe, clean, and friendly space for guests and team members, and report safety concerns to the Safety Committee.
Assist in delegating daily tasks to Front Desk and Door Greeter team members.
Direct workflow and oversee daily operational needs with a guest-focused approach.
Recommend employee development, training opportunities, and corrective actions to management.
Stay current on marketing events, room rates, and room availability to provide accurate guest information.
Maintain current knowledge of credit policies and emergency procedures.
Resolve guest concerns professionally or escalate them to hotel leadership when appropriate.
Assist with training, developing, and coaching Front Desk and Door Greeter staff.
Prepare for and participate in panel interviews, training programs, management meetings, projects, and committees as assigned.
Support departmental budget goals by applying wage management practices and adjusting staffing to business needs.
Accurately document management directives and guest special requests in the Property Management System.
Promote the hotel's core values of Honesty, Personal Integrity, and Team Before Self, and the resort's vision of a progressive, friendly, and fun work environment.
Be available to work during major events, holidays, and functions to support guest service during peak times.
Safeguard the security and confidentiality of files, records, and sensitive information.
Communicate with and about preferred guests with courtesy, professionalism, and discretion, including regarding arrangements and accounts.
Create and manage weekly schedules for Front Desk and Door Greeter team members.
Provide support wherever needed to keep the team and operations running smoothly.
Perform other duties as assigned.