Hotel Operations Supervisor

Mohegan Sun•Montville, CT

1d•Onsite

About The Position

This position is responsible for assisting with the supervision, direction and ongoing training of the Front Desk, Concierge, VIP Check-In and Bell Services staff. The role involves addressing all guest concerns in a timely manner, ensuring back-up reports are run and documents are current, and reviewing manual override reports and room revenue potential. The supervisor is also responsible for completing over-credit and non-zero reports, preparing for corporate, convention, and bus groups, and monitoring employee and guest interactions according to WOW Customer Service Standards. Daily tasks include monitoring accurate room blocking, processing due-outs and express checkouts, and performing the daily date-roll process. Additionally, the position assists guests with dinner, spa, and transportation reservations, keeps staff informed of guest service scores, and conducts hourly pre-shift meetings.

Requirements

High School Diploma or equivalent
Two years of hotel front office experience in a high volume, complex casino/hotel environment or four or five star luxury hotel
Excellent written and verbal communication skills
Strong organizational and multi-tasking skills and the ability to delegate tasks
Basic computer skills in Microsoft Word, Excel and Outlook
Knowledge of LMS, LRS, HMS, RPOS, Lodgenet, Bar tech, Espresso, Hotel paging system, Telecheck, Time Lox/DC Onesystems and any other software system used in Hotel Operations
Extensive knowledge of the property and local areas and destinations
Possesses a high level of maturity to deal with the most discriminating guest requests and requirements
Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
Must attend all appropriate Human Resources Supervisor Training classes

Responsibilities

Assists in the hiring, scheduling, training, evaluating and counseling of the Front Desk, Concierge, VIP Check-in and Bell Services staff
Addresses all Guest concerns in a timely manner
Ensures back-up reports are run and documents are current
Runs and reviews Manual over-ride report and room revenue potential
Responsible for the completion of the over the credit and non-zero reports
Completes the preparation, arrival and departure of all corporate, convention and bus groups
Monitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the results
Monitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)
Processes due-outs and express checkouts daily, and in a timely manner, to ensure maximum availability of rooms on the hotel rack
Performs the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions
Assists guests in making dinner and spa reservations as well as transportation needs
Keeps staff aware of the Current Guest Service Scores and develops ways to increase them
Performs pre-shift meetings on an hourly basis to keep staff informed of changes