Supervisor Hotel Operations

VetJobs•Portsmouth, VA

6d•$45,000 - $60,000

About The Position

The Front Office Supervisor manages daily front desk and night audit operations at The Landing Hotel and Rivers Casino Portsmouth to ensure seamless guest services, maximize revenue, and maintain 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 adherence to cash-handling, safety, and quality assurance protocols. The position supervises Front Desk Representatives and may work a day, swing, or grave shift. It requires a high school diploma or equivalent. Two to five years of hospitality or related professional experience is preferred. A gaming license or registration is required as applicable by jurisdiction.

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 when serving the public in high-volume, fast-paced environments.
Leadership, planning, and prioritization abilities to manage multiple concurrent objectives.
Proficiency with property management systems, CRM, player tracking, and fiscal monitoring tools, in accordance with regulatory requirements and corporate 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.
Ability to communicate clearly and professionally in spoken English.
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.

Nice To Haves

Two to five years of professional experience in the hospitality sector or a related field is preferred.

Responsibilities

Continuously monitor and refine front desk and night audit operational protocols.
Ensure personnel receive comprehensive training in 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 and average daily rates to maximize revenue.
Oversee the timely and efficient completion of assigned tasks.
Address patron grievances promptly and ensure appropriate follow-up and resolution.
Collaborate with Housekeeping and PBX/Reservations to improve the guest experience.
Handle telephone inquiries professionally and document and distribute messages as needed.
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.
Provide personnel with clear direction through verbal and written communication.
Greet visitors promptly and provide accurate information about amenities and local attractions.
Perform guest registration and checkout according to property standards.
Use registration up-selling techniques to optimize property 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 composure and decisiveness during busy periods and emergencies.
Use sound judgment to adapt operational approaches to unique or complex situations.
Promote teamwork and interdepartmental communication through daily dialogue.
Maintain quality assurance benchmarks and hotel rating criteria.
Conduct shift handovers and brief leadership on outstanding guest issues requiring follow-up.
Provide additional support as directed, including concierge services and property orientations.
Perform other duties as assigned.
Maintain the physical stamina needed to remain stationary and move frequently throughout the facility to assist team members.
Work in environments with moderate to loud noise, bright lights, smoke, and dust; tolerate moderate noise and secondary smoke exposure.
Bend, reach, and lift or maneuver objects weighing up to 50 pounds.