Supervisor, Front Desk (Full-Time; Swing Shift)

Harrah's Cherokee Casino Resort•Cherokee, NC

9h•Onsite

About The Position

Supervise the operation of the Hotel Front Office to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.

Requirements

High school diploma or GED required
One year of supervisory experience in the Hospitality industry is required
Excellent interpersonal skills
Excellent oral and written communication skills
Must be able to lead and motivate others effectively
Documented teamwork behaviors and attitudes
Self-starter; must work without close supervision with knowledge in all areas of guest service
Ability to handle multiple priorities in a fast-paced environment
Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
Knowledge of LMS and Kronos
Knowledge of Harrah's employment policies

Nice To Haves

An associate's degree from an accredited educational institution or related field is preferred

Responsibilities

Provide extraordinary levels of guest service in Front Office Services
Knowledge of every Front Office Position and is prepared to answer any Team Member’s questions concerning their job
Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/check-out, ensure 100% guest satisfaction
Ensure all Front Desk Clerks meet service standards
Supervise the daily operations of the front desk
Assign and oversee the duties of the guest service agents
Create a weekly schedule
Maintain supplies and inventory
Troubleshoot all in-room movie/phone/billing problems
Cancel room reservations according to established procedures
Balance drawer bank daily
Facilitate guest check-in and check-out in satellite areas away from the main front desk, such as Self-Check-In, VIP Welcome, and Concierge
Perform other tasks as assigned by the supervisor or manager
Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival
Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction
Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale
Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary
Ensure timely and accurate performance appraisals and accurate work history entries
Maintain knowledge of the hotel, community, and special events to provide guests with needed information accurately
Process discrepancy reports, rate variations, and credit reports
Coordinate package coupons with the marketing department
Adhere to all regulatory, company, and department policies/procedures in an ethical manner
Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values