Hotel Operations Supervisor

Summary:

As the Hotel Supervisor, your responsibility includes supervising, coordinating, and directing daily activities of the Front Desk, VIP Services, Rooms Control, Bell/Baggage, and Valet. Additionally, you provide support to division leadership in the administration of each department, aiding in maximizing guest satisfaction and team member productivity.

Essential Functions and Responsibilities:

• Train and supervise team members on their assigned shifts
• Supervise the operation of VIP Services, Rooms Control, Bell/Baggage, and Valet to ensure efficiency and high quality service is provided to guests
• Maintain established effective controls to ensure adherence to department guidelines and recommend any changes to ensure maximum service, efficiency, and security of company funds
• Investigate and correct any shortages and errors
• Work with hotel leadership team in planning for hotel promotions, special events, and sales groups to ensure maximum utilization of room and block rates
• Recommend changes in room rates as required
• Investigate and resolve guest complaints and concerns and follow up with involved parties to resolve the matter to the guests satisfaction
• Maintain established credit policies and take appropriate action in obtaining payments when guest ledger accounts exceed normal limits and assist in any collection problems on overdue accounts
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the companys guest service culture standards

• Perform other duties as assigned

Qualifications

• At least 1 year of experience in role with similar responsibilities or with relevant transferrable skills in a similar environment preferred
• Previous Front Desk or VIP Services experience preferred
• Strong knowledge of LMS preferred
• Must be able to prioritize and work with little direction or supervision
• Experience with effective organization and time management involving multiple priorities
• Ability to effectively communicate in small and large group settings as well as one-on-one
• Experience providing high level of guest service
• Ability to access and input information using a moderately complex computer system
• At least 21 Years of Age
• High school diploma or equivalent required
• Bachelors or Associate degree in Hotel Management or similar preferred
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• Nevada Gaming Registration

Physical Requirements

• Occasionally push/pull up to 25lbs
• Occasionally lift and/or carry up to 25lbs at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Occasionally sit and work at a desk or computer
• Constantly standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Constant use of hearing and vision, distinguish between shades of color and use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Extreme hot & cold temperatures
• Exposure to dust, fumes and/or gases

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.