Front Desk Supervisor

Company: Winstar World Casino Hotel
Location: Thackerville
Posted on: May 13, 2022

Job Description:

FUNCTION:

Assists the Front Office Manager in directing and supervising the daily operational activities of the hotel's Front Desk Operations within the established guidelines to standards, and to ensure total guest satisfaction.

RESPONSIBILITIES:

--- Ensures complete guest satisfaction.

--- Prepared for guests at all times. (Attention to all details).

--- Take ownership of environment, (people, property, valet, etc.)

--- Have all the right people in the right place at the right time.

--- Achieves financial goals.

--- Manage and motivate all front desk personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

--- Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Assists in compiling and preparing financial reports; including rate and availability calendar.

--- Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.

--- Performs front desk supervisory duties such as guest check-in, check-out, cash handling, balance and assign house bank, accept and record vouchers, traveler checks, and other forms of payment.

--- Monitor lobby traffic and make staffing adjustments.

--- Implement and monitor all corporate marketing initiatives.

--- Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.

--- Investigates guest complaints.

--- Participates and/or steers the hotel Safety Committee.

--- Ensures that Quality Standards and Services are maintained for Property, Product, and People.

--- Provide assistance and instruction to other front desk staff.

--- Manages Guest Service Relations, Training, and Guest Response processes.

--- Communicates daily with other management, department heads and employees to ensure proper operating procedures are in compliance.

--- Assist in Sales calls as part of the hotel sales effort.

--- Must be able to work all shifts.

--- Ensures Security for the hotel's customers, employees, and property assets.

--- Remains current on business trends and local activities, including the competitive market.

--- Enforces established policies and procedures for WinStar World Hotel and the hotel's brand.

--- May be required to work a varying schedule.

--- Assists in check-in / check-out of guests or any related guest service activity.

--- Perform room inspections which require bending, stooping, reaching overhead and moving throughout guest floors.

--- Perform other duties as requested.

--- Assists in conducting the departmental operational audits and assists in developing corrective action plans.

--- Practices the WinStar World Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.

--- Supports hotel's training needs and efforts.

--- Monitors Guest Scores to included Signature and focuses on product improvement to include the PIP and Capital process.

--- Responsible for performing "other duties" as assigned by management

Keywords: Winstar World Casino Hotel, Denton , Front Desk Supervisor, Other , Thackerville, Texas