Odawa Casino Resort

Job Description

Job Title:Hotel Front Desk Supervisor

Reports To: Hotel Assistant Manager

Job Code:FTDKSP

Department:Hotel

Minimum Pay Rate:$18.00 per hour

Pay Grade:HOTEL2

Date Written:07/27/2009

Revision Date:01/01/2024

Job Summary: Supervise front desk operation to ensure compliance with Odawa Casino Resort Hotel Standards of Service. Provide guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Supports hotel management, able to operate with little supervision, and acts as resource for problem resolution to other levels.

Primary Duties & Responsibilities:

• Make recommendations to hire, terminate, promote, demote, transfer, provide training opportunities, recommend merit increases, evaluate performance, create and adjust performance standards, and provide for the fair and equitable treatment of all Team Members.
• Greet all guests and Team Members in a friendly, open manner.
• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort.
• Promote Odawa Casino Resort Marketing Programs.
• 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.
• Review, revise, implement and maintain standards established for Odawa Casino Resort Hotel.
• Recommends process and customer service improvements, innovative solutions, policy changes and/or major variations from established policy.
• Communicate variances from standards to Hotel Manager.
• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation.
• Uses effective approaches for choosing a course of action or develops appropriate solutions to issues that may arise. 
• Perform front desk clerk and night auditor responsibilities.
• Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language.
• Input messages into the computer and retrieve messages and communicate the content to the guest.
• Ensure completion of daily activities for assigned responsibilities including required daily reports.
• Responsible for the complete set-up and stocking of front desk department.
• Maintain a sanitary, clean, organized, safe and comfortable environment for Team Members and guests.
• Inventory and order all supplies used in the department through Hotel Manager.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Collaborate with the Housekeeping Department staff to coordinate daily maintenance and cleaning of guest rooms and all common areas of the hotel.
• Adhere to regulatory, departmental and company policies and procedures.
• Foster a culture of learning and development; support individual growth through continuous feedback to achieve personal and professional goals.
• Exhibits Leadership skills through continuous evaluation, guidance and encouragement.
• Attend all meetings as required.
• Complete all required training satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Perform all other duties as assigned within the scope of the position.

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1.       A fun, rewarding, safe, and consistent environment for our Team Members.

2.       A warm reception, welcoming environment, and friendly atmosphere.

3.       An optimal entertainment experience through exceptional service.

4.       Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.

5.       A contribution and connection to the community.

System Access:  Agilysys VisualOne, Synkros, MS Office Suite, Forms Database, ADP, ACWeb, and ATS

Preference: Applies to Native Americans in accordance with applicable tribal law.

Minimum Qualifications:

• High school diploma or equivalent and one (1) year experience as a Guest Service Representative.
• One (1) year supervisory experience or training.
• Must read, write and speak English fluently.
• Must have basic math skills.
• Advanced verbal and written communication skills.
• Advanced organizational skills and attention to detail.
• Advanced time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Advanced computer skills, experience using Microsoft Office products or related software and ability to quickly learn specialized software programs.
• Must be flexible with shifts and days off with the ability to work overtime, weekends, holidays, and special events, etc., as needed.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission, and be able to serve in the position under any other applicable law.