Hotel Front Desk Supervisor - Gold Country Casino

Maverick NV LLC•Elko, NV

4d•Onsite

About The Position

The Hotel Front Desk Supervisor primarily supervises front desk team members of both Maverick and Gold Country hotels to ensure efficient and smooth operations for producing excellent feedback and superior guest satisfaction. This role involves responding professionally and courteously to guests by providing accurate and timely information and services. The supervisor will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements. The position performs a variety of duties for guests of the hotel, operates the PBX system, answers all incoming calls and transfers calls to the appropriate department. Additionally, the supervisor enters all reservations/cancellations, follows through on any changes requested by guests, registers and assigns rooms to guests, issues room keys, computes bills, and collects payment for stays. The supervisor answers all guest inquiries to the best of their ability.

Requirements

Must possess excellent customer service skills.
Must be able to obtain a valid license via the Nevada Gaming Control Board
Must hold a valid Driver’s license in order to fulfill the shuttle requirements
Be able to read, write and have adequate typing skills (40+ words per minute preferred)
Basic computer proficiency in Word, Excel and Outlook
Must be able to multitask.
Be able to work in a standing position for long periods of time (up to 8 hours).
Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness and work with a minimum of supervision.
Ability to grasp, bend, and stoop; push or pull loads up to 40 pounds.
Punctuality and regular and reliable attendance.
Honesty and Integrity
Professional appearance and dress

Responsibilities

Supervises the operations of the front desk department to ensure all team members are adhering to the standard operating procedures and policies of the company and reports to the Hotel Manager.
Maintains a friendly, cheerful, and courteous demeanor at all times.
Ensure that all employees are in full uniforms and maintain proper Hygiene.
Uses a variety of selling techniques to sell room nights, increase occupancy and revenue.
Build strong working relationships and liaise with all other departments, especially housekeeping, engineering, accounting, etc.
Responsible for the directing of the team’s work, proper training and maintenance of training of front desk team members, and for the proper monitoring thereof to ensure quality operation.
Scheduling and Payroll duties
Check guests in/out of hotel; Issue room keys and collect payments for rooms.
Responsible for shift paperwork and front desk cashier bank.
Assist guests with any questions and address concerns, resolving issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction.
Use PBX phone system to place/accept telephone calls, set wake-up calls, enable/disable Do Not Disturb, etc.
Ensures the safety of guests and coworkers by following all policies and procedures and reporting/acting on suspicious activity with security.
Responsible for communicating using radio equipment with Security, Maintenance, Housekeeping, and other departments as appropriate.
Allocate rooms to expected arrivals after checking for guest preference and special requests.
Answer all incoming calls and transfer to correct departments.
Assumes responsibility in the absence of the Hotel Supervisor (at other property) and Hotel Manager.
Enter reservations and cancellations as requested by guests.
Responsible for being a role model, sharing expertise, and continually training and inspiring the front desk team.