Hospitality Supervisor

Casino and•Stateline, NV

22h•Onsite

About The Position

This role oversees room inventory, availability, and assignments to maximize occupancy and revenue, while also managing daily front desk activities and ensuring compliance with hotel procedures and service standards. The supervisor will handle escalated guest concerns, lead front office operations, and ensure consistent delivery of exceptional guest service. Additionally, the role supports revenue optimization through inventory management and assists with financial and administrative tasks related to billing and group services.

Requirements

Proficiency in PMS Opera for room control functions.
Ability to manage Front Office call volume.
Supervisory experience in front desk operations.
Knowledge of hotel procedures, service standards, and brand expectations.
Skills in handling escalated guest concerns and service recovery.
Ability to audit reservations, rate codes, and room assignments.
Willingness to perform Manager on Duty (MOD) duties.
Leadership and supervisory skills for front office and related departments.
Ability to conduct shift briefings and communicate effectively.
Understanding of staffing levels and business demand adjustments.
Knowledge of safety, security, and emergency procedures.
Skills in documenting and communicating shift activity and incidents.
Ability to anticipate guest needs and resolve issues proactively.
Skills in building guest relationships.
Ability to fulfill special requests and amenities accurately.
Experience in training, mentoring, and supporting team members.
Ability to provide coaching and performance feedback.
Skills in promoting teamwork and a positive work environment.
Experience with scheduling and staffing coordination.
Understanding of revenue optimization through room inventory and upgrades.
Ability to minimize room-related losses.
Accuracy in billing, folios, and posting of charges.
Experience with Sales and Marketing Group pre-arrival and post billing.
Ability to monitor and approve adjustments & comps within authorization limits.

Responsibilities

Oversee room inventory, availability, and assignments to maximize occupancy and revenue.
Balance room types and manage oversell situations effectively.
Coordinate room status updates with Housekeeping and Facilities to ensure timely availability.
Block rooms for VIPs, groups, and special requests.
Monitor and manage room discrepancies and resolve issues promptly.
Ensure proper use of the PMS Opera for room control functions.
Manage Front Office call volume.
Supervise daily front desk activities, including check-in, check-out, and guest services.
Ensure compliance with hotel procedures, service standards, and brand expectations.
Handle escalated guest concerns and provide service recovery solutions.
Assist team with operational support during peak periods.
Audit reservations, rate codes, and room assignments for accuracy.
Assist with Manager on Duty (MOD) duties during assigned shifts.
Lead and supervise front office and related departments to ensure smooth operations.
Conduct shift briefings and communicate key updates, VIP arrivals, and operational priorities.
Monitor staffing levels and adjust assignments based on business demands.
Ensure compliance with safety, security, and emergency procedures.
Document and communicate shift activity, incidents, and follow-ups in daily reports.
Ensure consistent delivery of exceptional guest service.
Anticipate guest needs and proactively resolve issues.
Build relationships with repeat and VIP guests.
Ensure special requests and amenities are fulfilled accurately.
Train, mentor, and support front office team members.
Provide coaching and performance feedback.
Promote teamwork, accountability, and a positive work environment.
Assist with scheduling and staffing coordination.
Support revenue optimization by managing room inventory and upgrades.
Assist with minimizing room-related losses (no-shows, rate discrepancies, etc.).
Ensure accuracy of billing, folios, and posting of charges.
Assist with Sales and Marketing Group pre-arrival and post billing.
Monitor and approve adjustments & comps within authorization limits.