Hotel Operations Supervisor

Mohegan Sun•Montville, CT

3d•Onsite

About The Position

The Hotel Operations Supervisor assists with supervising, directing, and providing ongoing training to Front Desk, Concierge, VIP Check-In, and Bell Services staff. The position supports hotel front-office operations, guest service, room inventory, group arrivals and departures, reporting, and daily financial and system processes. The role also assists guests with dining, spa, and transportation arrangements, keeps staff informed of service scores and operational changes, 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 a four- or five-star luxury hotel.
Excellent written and verbal communication skills.
Strong organizational and multitasking skills, with the ability to delegate tasks.
Basic computer skills in Microsoft Word, Excel, and Outlook.
Knowledge of LMS, LRS, HMS, RPOS, Lodgenet, Bar tech, Espresso, the hotel paging system, Telecheck, Time Lox/DC Onesystems, and other software systems used in Hotel Operations.
Extensive knowledge of the property and local areas and destinations.
Maturity to handle the requests and requirements of highly discriminating guests.
Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment.
Knowledge of Mohegan Sun corporate and department policies and procedures.
Must attend all appropriate Human Resources Supervisor Training classes.
Able to stand, reach, bend, or sit for extended periods.
Able to lift up to 100 lbs.
Able to work various shifts and flexible hours.

Responsibilities

Assist with hiring, scheduling, training, evaluating, and counseling Front Desk, Concierge, VIP Check-In, and Bell Services staff.
Address guest concerns in a timely manner.
Ensure backup reports are run and documents are current.
Run and review the manual override report and room revenue potential.
Complete over-the-credit and non-zero reports.
Prepare for and coordinate the arrivals and departures of corporate, convention, and bus groups.
Monitor employee and guest interactions against WOW Customer Service Standards by surveying service levels through LRS and tracking results.
Monitor accurate completion of daily room blocking, including deposits and accessible rooms.
Process due-outs and express checkouts daily and promptly to maximize room availability on the hotel rack.
Perform the daily date-roll process, including posting room and tax, handling disputes and suspense, batching Telecheck machines, and completing reporting functions.
Assist guests with dinner and spa reservations and transportation needs.
Keep staff informed of current Guest Service Scores and develop ways to increase them.
Conduct hourly pre-shift meetings to keep staff informed of changes.