Front Desk Supervisor

Job Title : Front Desk Supervisor

Department : Hotel Operations

Reports to : Front Desk Manager

FLSA : Non-Exempt

Status : Full Time

Closing Date : Open Until Filled

Job Summary : This position requires an individual interested in providing superior customer service and professionalism as well as the ability to assist manager and front desk agents with guest relations.

The Front Desk Supervisor is responsible for overseeing accounts to achieve guest satisfaction and ensuring all revenue goals are achieved or exceeded.

Essential Duties and Responsibilities :

• Greets and welcomes guests with a smile and takes pride in Akwesasne Mohawk Hotel / Casino team member
• A Front Desk Supervisor will be expected to courteously and efficiently handle guest arrivals and departures and welcome guests with a smile and helpful attitude.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.

Assign specific tasks to front desk agents relative to credit, missing addresses, registration maintenance. Registration cards, posting charges and overall cleanliness and organization of the front desk.

The front desk supervisor must demonstrate and possess excellent guest relations and problem solving skills and the ability to exercise good judgment.

Comfort in handling a variety of guest service inquiries in a professional manner and essential function of this job. Assist the front office Manager in overseeing all front desk operations, including PBX, weekend and holiday scheduling.

In addition attendance at all scheduled training sessions and attendance at all necessary meetings.

Coaching and developing associates using a consistent approachable demeanor while articulating expectations is mandatory.

Responsible for the development and training of associates to insure high moral, personal and organizational capability

• Accept payment for guest accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of daily receipts.
• Maintain all front desk related equipment and a par stock of supplies
• Strong computer abilities in Microsoft Office (Excel, Word, and Outlook) are essential. Knowledge of Hotel technology software system and other data base programs are extremely helpful.
• Maintains knowledge of Casino / Bingo special events, promotions and player programs
• Front Desk Supervisor will fill in for absent manager or front desk agent in reservations, checking rooms or coordinate with facilities department for general maintenance.
• Empowered to ensure guests’ problems / complaints are resolved in a prompt, courteous and efficient manner using Service Recovery tools.
• Maintains knowledge of Hotel, Community and Special Events to provide guests with superior service.
• Ensures all areas of the hotel are inspected daily for compliance and safety to standard policies and procedures of the Akwesasne Mohawk Casino
• Must be able to work a flexible schedule including nights, weekends and holidays as necessary
• Will perform other duties as assigned by manager and or director

SUPERVISORY RESPONSIBILITIES : Supervises the Front Desk Clerk / Reservations Clerk. The Front Desk Supervisor will carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Responsibilities include training associates; planning, assigning, and directing work; rewarding and disciplining associates;

addressing complaints and resolving problems.

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required to successfully complete the essential duties of the position with or without reasonable accommodation.

Serve Safe and Safety is required as part of the training.

Education / Experience :

• Minimum High School Diploma or General Education Diploma (GED) required
• Associates Degree or a minimum of two years’ supervisory experience in the hospitality industry required.
• Proficient in Microsoft Word, Outlook, Excel system knowledge.
• Experience with Agilysys, the hotel property management system is required.

Language Skills and Reasoning Ability :

• Must possess excellent communication, organizational, and analytical skills.
• Ability to write routine correspondence and to speak effectively to the public, associates and customers.
• Must demonstrate leadership, fairness, and sensibility to the customers and associates.
• Must have the ability to deal effectively and interact well with the customers and associates.

Physical Requirements and Work Environment : The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderately loud. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino / hotel environment and effectively deal with customers, management, associates and members of the business community in all situations.

LICENSING : Must obtain and maintain a St. Regis Mohawk tribal gaming work permit which requires a criminal background check to be used solely for employment purposes.

Successful candidates for employment must submit to and pass a drug test for illegal substance prior to employment being confirmed.

In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort. Employment will not begin until process is complete.

The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.