Supervisor - Front Office

Bally's Chicago•East St. Louis, IL

9d•Onsite

About The Position

The Supervisor - Front Office role is responsible for ensuring customer service standards are met and retained, managing daily operations, and training team members. This position requires excellent communication and organizational skills, with a focus on guest satisfaction and efficient departmental management. The role operates within a 24/7 hospitality environment and involves both indoor work and physical tasks.

Requirements

High School Diploma/GED
3+ years similar work experience
Computer experience required
Able to effectively communicate verbally in English
Able to satisfactorily complete assignable work tasks requested by the department leader.
Must proactively prioritize needs and effectively manage resources.
Immediately report any safety hazards, problems, or maintenance issues to the appropriate party.
Be able to complete group check-ins and billing in a timely manner.

Nice To Haves

Other duties as assigned

Responsibilities

Participate regularly in departmental and company meetings.
Hold pre-shift meetings.
Ensure customer service standards are met and retained.
Be always friendly and courteous.
Answer phones within three (3) rings while following the company phone script.
Accurately take messages for guests and initiate actions as needed.
Accurately check guests in and out of the hotel and RV Park by following company procedure standards.
Ensure proper ID and a form of payment is obtained during guest check in.
Accurately balance cash drawer daily.
Select a room in accordance with hotel availability and guest request.
Create and update guest reservations upon request based on hotel and RV park availability.
Ensure to complete daily reports, audits, and checklists in a timely manner.
Train all team members within the department to uphold company service standards.
Assist the Director of Hotel Operations with creating and updating departmental policies and procedures to ensure effectiveness and relevance.
Conduct wake-up calls and schedule as needed.
Send and receive faxes.
Complete a daily bucket check.
Manage guest service calls, requests, and complaints.
Create and update shift schedules.
Accurately track team members attendance, behaviors, and performance.
Assist housekeeping department with inspections, cleaning tasks, communication, etc. as needed.