Hotel, Front Services Supervisor

Reports To

Hotel Shift Manager

Job Summary:
Assists the reporting Shift Manager in directing and supervising the daily operational activities
of Valet Drivers, Bell Staff, and Trolley Drivers operations within the established guidelines and
property standards and ensure consistent, prompt, courteous service is provided for a complete
guest satisfaction.

Essential Functions:
1) Ensure compliance with the applicable Tribal, Federal, other laws, Gaming Regulations, and
Kickapoo Lucky Eagle Casino and Hotel policies and procedures.
2) Ensure the highest possible standards of guest services by properly listening and responding
to guest and team members' concerns and questions.
3) Welcome all arriving and warm good bye to departing guests as they enter and leave the
hotel and casino.
4) Be able to supply the guest with all information that they need to enjoy their visit.
5) Manage and motivate the front services team members with the daily supervision to include
staffing, training, discipline, scheduling, and visually monitoring performance to ensure
adherence to all service and productivity standards.
6) Communicate with guests and team members both verbally and in writing.
7) Answer questions and provide clear direction, advice, instruct, and counsel team members in
details of work.
8) Provide assistance to all front services team members as needed.
9) Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information.
10) Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily
information. Attend other hotel meetings as deemed necessary.
11) Monitor parking lot, front drive, and lobby traffic and make staffing adjustments.
12) Investigates and resolves guest complaints.
13) Communicates daily with other management, department heads, and team members to ensure
proper operating procedures and compliance.
14) Must be able to work all shifts, and may be required to work a varying schedule.
15) Ensures Security for all KLECH guests, team members, and company assets.
16) Enforces established policies and procedures for Kickapoo Lucky Eagle Casino Hotel and the
KLECH brand.
17) Assists in conducting the departmental operational audits and assists in developing corrective
action plans.

18) Conduct guest service training and departmental training to front services team members.
19) Establish and maintain department checklists.
20) Establish designated cleaning areas and maintain as needed.
21) Ensure all department areas and spaces are clean and orderly to ensure that space usage is
maximized.
22) Direct motorists to parking areas or parking spaces, using hand signals or flashlights, as
necessary.
23) Patrol department areas to prevent damages to guest's vehicles or property thefts.
24) May assist with valet when necessary.
25) Take numbered tags from guests, locate vehicles, and deliver vehicles, or provide guests
instructions for locating vehicles.
26) Lift, position, and remove barricades to open or close parking areas when necessary.
27) May assist with luggage when necessary.
28) May assist with driving the trolleys when necessary.
29) Demonstrate and promote KLECH core values.
30) Manage and maintain security of confidential information entrusted to position.
31) Attend and satisfactorily complete all required training as assigned.
32) Monitor compliance with Federal currency transaction reporting requirements, Title 31
requirements and IRS Currency Transaction Reports and property established Anti-Money
Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
33) The essential functions listed above are not an all-inclusive list but rather a general
representation of the duties and responsibilities pertinent to this position. The duties and
responsibilities will be subject to change based on organizational needs and/or deemed
necessary by the Director.
34) Perform other duties as assigned

Minimum Requirements To Qualifications

1) Must have a clean driving record.
2) Must have a minimum of 2 years of driving experience.
3) Must have a valid Driver's License.
4) Must have a minimum one (1) year supervisory experience, preferably in a hotel setting, but
not required.
5) Ability to physically run back and forth from building to garage. About one block distance.
6) Strong communication skills in English both written and oral. Spanish or other language
skills a plus.

Other Criteria:
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American
preference is observed.

Skills And Abilities

1) Ability to work independently with minimal supervision.
2) Ability to work in a team or as an individual contributor, and complete work within the
designated timeframes.
3) Ability to work under pressure in a fast paced, stressful environment.
4) Ability to prioritize and monitor multiple tasks, and delegate assignments and
responsibilities.
5) Excellent interpersonal skills with demonstrated patience and tact, and guest service skills.
6) Must possess a positive attitude with strong organizational and leadership qualities.
7) Ability to add, subtract, multiply, and divide in all units of measure.
8) Ability to define problems, collect data, establish facts, and draw conclusions.
9) Ability to understand complex instructions and material.
10) Ability to establish and maintain professional relationships with individuals of varying social
and cultural backgrounds and with team members of all levels.
11) Demonstrated ability to anticipate issues, present solutions, and maintain strict
confidentiality.
12) Ability to follow and comply with established KLECH guest service programs.
13) Ability to maintain professional appearance and demeanor.

Physical Demands:
1) Ability to sit for extended periods, and operate vehicle controls.
2) While performing the duties of this position, the team member is regularly required to stand,
sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a
regular basis.
3) Team Member may have to jog/run a minimum of a block to retrieve guest's vehicles.
3) The team member must be able to concentrate for prolonged periods.
4) Specific vision abilities required by this job include close vision, distance vision, peripheral
vision, and depth perception.
5) The team member must be able to communicate effectively in person or using
telecommunications equipment.
6) The team member must have the hand-eye coordination and manual dexterity to operate a
vehicle keyboard, touch-screen display, telephone, and calculator.
7) Frequently lift and/or move up to 30 lbs.

Work Environment

1) Primarily operates in an outdoor setting.
2) Will be exposed to varying weather conditions, including heat, humidity, cold, rain, snow, and
wind.

3) Requires long periods of sitting while operating the trolley and occasional physical activity
such as assisting passengers.
4) Frequent walking and standing/sitting, and frequent contact with the general public.
5) May be exposed to cigarette smoke.
6) May be exposed to high levels of noise throughout the day.
7) Extended hours and irregular shifts may be required including nights, weekends, and holidays.
8) Must be able to perform under pressure and work long hours.
9) May be exposed to the risks associated in attempting to resolve issues with difficult guests.
10) May be exposed to various types of lighting including, but not limited to: sun light, artificial
fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.

Conditions of Employment:
1) Must be able to obtain and retain a KTTT Gaming Commission Gaming License, including
successful completion of background check necessary to obtain and maintain a Gaming License.
Responsible to keep all documents current and valid at all times.
2) Must be able to provide authorization to work in the United States.
3) Must be at least 18 years of age.
4) Must have access to reliable transportation to commute to and from work.
5) Must comply with KLECH handbook, internal policy and procedures, and gaming regulations
set within KLECH.
6) Opportunity to participate in the KLECH/IRS tip reporting program