Front Office Supervisor

Description

Principal Duties & Responsibilities

Monitors day-to-day operations to ensure that the department is meeting goals and objectives, is following policies and procedures and is providing services effectively and efficiently; takes corrective action as appropriate.

Supervises hotel check-in & checkout ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.

Develops and administers the hotel’s daily & weekly selling strategy.

Controls inventory of rooms to maximize occupancy.

Provides support to others in the guest problem resolution process.

Monitors the number of vacant/ready rooms available to ensure efficient check-in.

Maintains Front Desk and MOD logs.

Communicates pertinent information to staff.

Reviews and signs off on Agent shift work to ensure accuracy and compliance with existing policies and procedures.

Coordinates break schedule for Agents.

Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.

Produces weekly schedules for Front Desk Agents.

Reviews Time & Attendance daily to ensure Agents are clocking in and out according to schedule. Monitors attendance.

Processes required reports each shift.

Observes Agent performance providing timely & effective feedback.

Ensures that Agents are maintaining a proper image in regards to grooming and uniform standards.

Monitors Front Office areas ensuring that each is clean and properly maintained.

Ensures that Hard Rockers are informed of pertinent information including property/departmental goals and objectives.

Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale and guest service.

Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Acknowledges and rewards high achieving Hard Rockers.

Displays fair treatment with respect to disciplinary action producing documentation as necessary.

Resolves guest & Hard Rocker issues/disputes.

Mentors supervisors and line staff assisting in their professional development and growth.

Adheres to department and property policies and procedures.

Supervises Front Office Agents.

Promotes safety awareness to minimize work related injuries.

Conducts service sequences and internal shops to ensure service standards are met.

Maintains Picks/Mix inventory and reports.

Monitors all coupons/gift cards issued. Maintains reporting logs for coupons/gift cards.

Administers property supplies.

Other Duties & Responsibilities

Upholds the Mission Statement

Represents Hard Rock Biloxi in the most positive manner with guests, co-workers, managers, and vendors.

Lives by the Hard Rock Values!

Interviews applicants for open positions.

Assumes the Manager-on-Duty (MOD) role as needed.

Maintains knowledge of property information & memorabilia.

Produces performance appraisals for direct reporting Hard Rockers.

Knowledge, Skills, And Abilities Required

A. Knowledge: The level of education, experience, and training an individual must have at minimum to be considered qualified for the position.

B. Skills: Specific skills such as computer usage, communication, 10-key touch, etc.

C. Abilities: The physical components of the job and how the physical aspect is accomplished. Does the position require LIFTING 50 pounds, or does it require one to MOVE 50 pounds. Can the 50 pounds be moved using a dolly or cart? (Examples: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, handling, fingering, feeling, talking, hearing, tasting, smelling, color vision, etc.)

High school diploma or GED; College degree preferred

Must project a professional and positive image.

Proven supervisory skills.

High energy level.

Excellent organizational and time management skills, with the ability to set priorities for self and others.

Good judgment and common sense.

Ability to deal with people in a manner which shows sensitivity, tact, and professionalism.

Ability to work a flexible schedule.

Computer literate with knowledge of a variety of software applications including Microsoft Office.

Excellent interpersonal and communication skills (oral & written).

Must be able to communicate clearly and effectively with all Hard Rockers and guests.

Ability to communicate information and ideas clearly, and concisely.

Ability to understand and promulgate written memos, instructions, regulations.

Ability to effectively analyze and solve problems.

Basic knowledge of mathematics, including statistics.

Ability to obtain a Mississippi Gaming badge (work permit).

Training

All employees are required to complete mandatory compliance training within thirty (30) days of hire date, then annually thereafter. Training marked with an asterisk below must be completed prior to reporting to their respective work area. The below courses are required for this position:

Active Shooter Awareness Training

Counterfeit Currency Prevention

Cybersecurity Awareness for the Workplace

General Employee Safety Training

Hazard Communication

Responsible Gaming Awareness Training

Title 31 Introduction and Overview

Title 31 SAR Incident Reporting Awareness Training*

PCI Credit Card Fraud Prevention

Sexual Harassment Awareness for Frontline

TRMG Title 26 & Form 8300 for Non-Casino Departments *

Working Conditions

Physical Demands How Often Environmental Conditions How Often

Standing C Extreme Cold R

Walking C Extreme Heat R

Sitting O Temperature Changes R

Lifting O Wet R

Carrying O Humid R

Pushing R Noise C

Pulling R Vibration R

Climbing R Hazards R

Balancing O Atmospheric Conditions R

Stooping R Cigarette Smoke C

Kneeling O

Crouching O

Crawling R

Reaching O

Handling F

Grasping F

Feeling F

Talking C

Hearing C

Repetitive Motions C

Eye/Hand/Foot Coordination C

C=Constantly (5-8 hours per shift), F=Frequently (2-5 hours per shift), O=Occasionally (Up to 2 hours per shift), R=Rarely (does not exist as regular part of job)

Please check the physical strength of the job from the categories listed below.

_____ Little physical effort

_X___ Light work

_____ Medium work

_____ Heavy work

_____ Very heavy work