Supervisor Hotel Operations

Military Spouse Corporate Career Network•Portsmouth, VA

5d•Onsite

About The Position

The Front Office Supervisor manages daily front desk and night audit operations at The Landing Hotel and Rivers Casino Portsmouth, ensuring seamless guest services, revenue optimization, and adherence to brand standards. The role combines hands-on guest relations with team leadership, including hiring, training, scheduling, and performance management. The Supervisor works with housekeeping and reservations to optimize occupancy, resolves complex guest complaints, and ensures compliance with cash-handling, safety, and quality assurance protocols. Available shifts are day shift (7:00 AM–3:00 PM), swing shift (3:00 PM–11:00 PM), and grave shift (11:00 PM–7:00 AM). This position supervises Front Desk Representatives. The role requires flexible scheduling, including nocturnal shifts, weekends, holidays, and promotional events.

Requirements

High school diploma or equivalent.
Two to five years of professional experience in hospitality or a related field is preferred.
Exceptional verbal and written interpersonal and communication skills.
Professionalism and stress tolerance in high-volume, fast-paced public-facing environments.
Leadership, planning, and prioritization skills to manage concurrent objectives.
Proficiency with property management systems, CRM, player tracking, and fiscal monitoring tools, consistent with regulatory requirements and company policy.
Ability to resolve operational issues promptly and determine when leadership oversight is needed.
Ability to learn and retain technical knowledge of Microsoft Office, Google Workspace, and casino management platforms.
Articulate spoken English for guest inquiries and staff coordination.
Ability to handle fiscal transactions and point-of-sale operations accurately and securely.
Successful completion of all pre-employment screening protocols.
Availability for flexible scheduling, including night shifts, weekends, holidays, and promotional events.
Gaming license or registration as required by applicable jurisdiction.
Ability to maintain stamina for sustained stationary positioning and frequent mobility.
Ability to tolerate moderate noise and secondary smoke, as well as moderate to loud noise, bright lights, smoke, and dust.
Ability to bend, reach, and lift or maneuver objects weighing up to 50 pounds.

Nice To Haves

Two to five years of professional experience in hospitality or a related field.

Responsibilities

Continuously monitor and refine front desk and night audit operational protocols.
Ensure personnel receive comprehensive training, including safety requirements and standard operating procedures.
Audit team member presentation for compliance with grooming and uniform standards.
Maintain staffing levels that meet daily operational requirements.
Manage occupancy rates and average daily rates to maximize revenue.
Oversee timely completion of assigned tasks.
Address and resolve guest complaints promptly and ensure appropriate follow-up.
Collaborate with Housekeeping and PBX/Reservations to improve the guest experience.
Handle telephone inquiries professionally and document and relay messages as required.
Securely receive and distribute guest mail, parcels, and facsimiles.
Maintain sanitation and organization in designated work areas.
Record staff attendance and document tardiness or unscheduled absences.
Direct personnel through effective verbal and written communication.
Greet visitors promptly and provide accurate information about facility amenities and local attractions.
Provide registration and checkout services in accordance with property standards.
Use up-selling techniques during registration to optimize revenue.
Assign accommodations according to guest requirements, code electronic keys, and provide welcome materials.
Finalize guest ledgers at departure and use authorized discretion to resolve billing disputes.
Manage guest accounts and receipts accurately and maintain internal documentation.
Promote The Landing Hotel and integrated marketing initiatives to patrons.
Maintain the physical stamina necessary for sustained mobility throughout the front office.
Model professionalism, composure, and decisiveness during busy periods and emergencies.
Use sound judgment to adapt operations to unique or complex situations.
Foster interdepartmental teamwork through regular communication.
Maintain quality assurance benchmarks and hotel rating criteria.
Conduct shift transitions and brief leadership about outstanding guest issues requiring further oversight.
Perform additional assigned duties, including concierge support and property orientations.