Supervisor Hotel Operations

Rivers Casino•Schenectady, NY

81d•$60,000 - $75,000•Onsite

About The Position

The Supervisor Hotel Operations manages the day to day operations of the Front Desk, Valet and Housekeeping Operations. The Supervisor assists guests and employees in an Energetic, friendly and courteous manner.

Requirements

High school diploma or equivalent required
Must have a valid Driver's License
One-year related experience in a hotel/casino environment, and/or training; or equivalent combination of education and experience
Must possess and be able to maintain the applicable regional Gaming card(s) and/or License(s)
Must be able to effectively communicate in English
Must be able to read and write simple lists, interoffice memorandums, and business correspondence
Must have working knowledge of Microsoft Office/Google Suite products
Planning, Remembering Details, Using Arithmetic, Reading, Directing Others, Making Decisions, Discriminating Colors, Working at Various Tempos, Concentrating Amid Distractions, Remembering Names and Faces, Examining and Observing Details

Responsibilities

Review and maintain up to date on policies and procedures of the front desk
Oversees Call Center & Call Center staff
Counsel, develop and discipline employees in compliance with company policies and procedures
Ensure proper staffing levels daily
Monitor and maximize occupancy and average daily rate
Ensure all assignments are completed in an efficient and timely manner
Responsible for assuring the highest quality guest experience by promoting the GUEST & LEARN Service Model throughout all areas of responsibility
Handle and resolve guest complaints and concerns, then follows up to ensure matters are resolved quickly and appropriately
Monitors master key procedures and par inventory level to ensure security and restriction of access
Works closely with the Housekeeping department to optimize the overall guest experience
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
Maintain complete knowledge at all times of: Verify room status on A.M. report; report discrepant rooms; prioritize and update status of check-out rooms
Ensure that assigned staff have reported to work; document any late or absent employees
Coordinate breaks for assigned staff. Prepare and distribute assignment sheets to assigned staff and review priorities
Assign designated guest room keys and beepers to assigned staff
Maintain accurate record of such and ensure security of keys
Communicate additions or changes to the assignment sheets as they arise throughout the shift
Inspect supply levels of floor closets
Assign designated personnel to rectify any deficiencies
Check Room Attendants' carts for proper supplies, neatness, cleanliness, and mechanical problems
Inspect rooms cleaned by assigned Room Attendants, using designated checklist
Directly contact Room Attendant and relay any deficiencies to be corrected
Update room status after approving cleanliness and condition in accordance with departmental standards
Check vacant rooms, verify status, and update status of discrepant rooms throughout the shift
Check DND rooms and verify status
Mark dirty sheets of randomly selected assigned rooms and follow up to ensure
Room Attendants have changed bed sheets
Counsel Room Attendants on any discrepancies
Inspect public areas/bathrooms, fitness center, pool area, offices, and service areas after being cleaned by Floor/Lobby Attendants, using designated checklists
Directly contact respective personnel and relay any deficiencies to be corrected
Complete work orders for maintenance repairs and submit to Housekeeping Clerk
Contact Engineering directly for urgent repairs
Conduct training of staff as assigned
Provide feedback on staff performance to manager
Report disciplinary problems to manager and participate in the counseling of employees
Document pertinent information in department logbook
Complete all paperwork and closing duties before leaving
Review status of assignments and any follow-up action with manager and/or on-coming supervisor
Check P.M. reports for accuracy and completeness
Complete night counts in accordance with departmental standards
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work
Observes performance and encourages improvement
Greet guests immediately with a friendly and sincere welcome
Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions
Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
Promote The Landing Hotel and brand-specific marketing programs
Make appropriate selection of rooms based on guest needs. Code electronic keys
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
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
Requires standing and continual mobility throughout front office area
Verify and imprint credit cards for authorization using electronic acceptance methods Handle cash and make change and balance an assigned house bank
Accept and record vouchers, travelers check and other forms of payment
Perform accurate moderately complex arithmetic functions using a calculator
Post charges to guest rooms and house accounts using the computer
Promptly answer the telephone using a positive and clear voice
Input messages into the computer
Retrieve messages and communicate the content to the guest
Retrieve mail, small packages and facsimiles for customers as requested
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees
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
Communicate both verbally and in writing to provide clear direction to staff
Comply with attendance rules and be available to work on a regular basis
Must be able to work as part of a team
Additional duties as assigned