Hotel Front Desk Supervisor

Turning Stone Enterprises•Verona, NY

5d•$42,120 - $53,703

About The Position

The Hotel Front Desk Supervisor oversees front desk coverage, team member adherence to policies and procedures, supplies, and front desk systems. The role maintains working knowledge of systems such as the property management system, electronic keys, movie system, Datamagin, Bailys, and telephone system, and ensures other areas are operating properly when other Hotel Supervisors are absent. The supervisor interacts with guests to answer questions, resolve problems, and handle complaints, and coordinates with PBX/Reservations, Housekeeping, Guest Services, and Entertainment to support smooth hotel operations and guest experiences. The position also prepares for group arrivals, manages rooming lists and room blocks, and communicates arrival, no-show, and sellout information to Housekeeping. Turning Stone Enterprises describes itself as a diverse organization spanning resort casinos, hospitality, convenience stores, golf courses, and other ventures. It emphasizes career development, training, team recognition, and guest service.

Requirements

At least a two-year college degree.
Experience in a leadership role.
Hotel front desk experience (required).
Computer experience.
Excellent communication and leadership skills.

Responsibilities

Schedule Team Members to maintain sufficient front desk coverage, including when call-outs occur.
Ensure front desk Team Members know and follow company and departmental policies and procedures.
Maintain sufficient front desk materials and supplies and order needed items in a timely manner.
Ensure front desk systems are working and maintain knowledge of their applications, including the property management system, electronic keys, movie system, Datamagin, Bailys, and telephone system.
Ensure all areas are working properly in the absence of other Hotel Supervisors.
Answer guest questions, solve problems, and handle complaints.
Coordinate with PBX/Reservations, Housekeeping, and Guest Services to support proper interaction among hotel functions.
Review the Non-Zero Balance report regularly.
Prepare hotel and group sales information prior to group arrivals, as needed.
Work with the Entertainment Department to keep blocks and rooming lists up to date.
Ensure required procedures and signatures are completed when Entertainment checks in, and verify rooming list information with arriving Entertainment.
Pre-block bus groups and other groups with priority.
Provide Housekeeping with rooming lists for VIPs, Entertainment, and Bus Groups on the day of arrival.
Ensure Housekeeping is informed of No-Show rooms and Casino Sellout rooms before 8 a.m.