Supervisor Hotel Operations

Rivers Casino Careers•Pittsburgh, PA

2d•Onsite

About The Position

The Supervisor Hotel Operations is responsible for overseeing the daily operations of the front desk and night audit, ensuring adherence to policies and procedures. This role involves counseling, developing, and disciplining team members, as well as ensuring proper training, staffing levels, and efficient completion of assignments. The supervisor will handle guest complaints, optimize occupancy and average daily rates, and collaborate with other departments to enhance the guest experience. Key duties include managing check-in/check-out processes, handling financial transactions, promoting marketing programs, and resolving customer issues. The role requires constant mobility, the ability to remain calm under pressure, and effective communication with both guests and team members.

Requirements

High school diploma or equivalent required.
Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment.
Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
Must maintain a thorough knowledge and understanding of PMS, CRM, Player tracking, analysis, financial tracking, regulatory systems, state regulations and company policies.
Must have experience resolving problems decisively and timely, and adapting to changes as well as experience determining when senior leadership assistance is necessary for problem solving.
Must be able to be constantly exposed to environmental factors, including, but not limited to second hand smoke and excessive noise.
Must be able to remain in a stationary position for a majority of an entire shift.
Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 25lbs, twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
Must be able to lift and/or move objects up to 50 lbs.
Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, PMS, player tracking/ casino management software, Financial Data), procedures and regulatory requirements.
Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information and check for guest satisfaction or Team Member understanding.
Must be able to utilize a point of sale system, handle cash and other financial transactions quickly and accurately.
Must be able to successfully fulfill the pre-employment process.
Must be able to work flexible shifts and days, including weekends, holidays and special events/promotions.
Must obtain and maintain all necessary licensing.

Nice To Haves

2 to 5 years of experience in a hotel or a related field preferred.
2 to 5 years of supervisory experience preferred.

Responsibilities

Review and maintain up-to-date policies and procedures of the front desk and night audit.
Counsel, develop, and discipline team members in compliance with company policies and procedures.
Ensure staff receives proper training for each position, including safety training and standard operating procedures.
Check appearance of all team members to ensure compliance with standards of appearance.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Ensure proper staffing levels daily.
Monitor and maximize occupancy and average daily rate.
Ensure all assignments are completed in an efficient and timely manner.
Handle and resolve guest complaints and concerns, then follow up to ensure matters are resolved quickly and appropriately.
Work closely with the PBX/Reservations and Housekeeping department to optimize the overall guest experience.
Promptly answer the telephone using a positive and clear voice, input messages into the computer, and retrieve and communicate messages to guests.
Retrieve mail, small packages, and facsimiles for customers as requested.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Ensure that assigned staff have reported to work; document any late or absent team members.
Communicate effectively both verbally and in writing to provide clear direction to staff.
Greet guests immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listening to and understanding requests, and responding with appropriate actions and accurate information.
Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
Up-sell rooms where possible to maximize hotel revenue.
Make appropriate selection of rooms based on guest needs.
Code electronic keys and nonverbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
Close out guest accounts at time of check out.
Negotiate compromise in cases of dissatisfaction, which may include authorizing revenue allowances within the permitted authorization level.
Regularly calculate and/or post monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures.
Promote The Landing Hotel and brand-specific marketing programs.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other team members.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Promote teamwork and quality service through daily communication and coordination with other departments.
Comply with quality assurance expectations, standards, and hotel rating guidelines.
Monitor performance and recommend corrective or disciplinary action.
Alert management of potentially serious issues.
Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.