Hotel Supervisor

Arizona Charlie’s Decatur and Boulder•Decatur, IL

5d•Onsite

About The Position

At Arizona Charlie's, LLC, we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you're just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are. As the Hotel Supervisor, you play a vital leadership role in ensuring the seamless operation of key guest service departments, including Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet. You are responsible for supervising, coordinating, and directing daily activities across these areas, setting the tone for excellence in both guest experience and team performance. Your support of division leadership is essential to the strategic administration of each department, helping to drive guest satisfaction, operational efficiency, and team member engagement. Your influence directly shapes the first and lasting impressions of our guests, making your role a cornerstone of our commitment to exceptional hospitality.

Requirements

1 year of leadership or progressive responsibility in hospitality experience preferred
Previous experience in Front Desk or VIP Services strongly preferred
Ability to lead and guide team members in a fast-paced or customer-facing environment
Strong interpersonal and communication skills to support training, feedback, and conflict resolution
Strong communication skills for one-on-one and group settings
Ability to de-escalate situations and deliver high-level guest service under pressure
Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities
Flexible and adaptable to changing operational needs and shift schedules
Committed to upholding a safe, respectful, and inclusive work environment
Basic understanding of department KPIs, labor management, or guest service standards
Ability to access and input information using a moderately complex computer system, including knowledge of LMS preferred
Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
At least 21 years of age
High School Diploma or equivalent required
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Nevada Gaming Registration

Nice To Haves

Associate or Bachelor's degree in Hospitality or related field preferred

Responsibilities

Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
Supervise the daily operations of Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency, responsiveness, and guest satisfaction
Collaborate with leadership to plan for hotel promotions, special events, and sales group arrivals, ensuring maximum room utilization and rate optimization
Recommend changes in room rates based on demand, trends, and performance analysis
Monitor compliance with established departmental procedures to ensure operational efficiency and protection of company assets
Investigate discrepancies, shortages, or errors and take corrective actions as needed
Enforce credit and payment policies, including action on overdue accounts and coordination of collections where necessary
Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
Perform other duties as assigned