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Front Desk Supervisor
Summary
The Front Desk Supervisor at Rain Rock Casino Resort Hotel plays a key role in ensuring exceptional guest service and efficient front desk operations. This position oversees the daily functions of the front desk, including reservations, check-ins, check-outs, and guest inquiries. The supervisor provides leadership and support to front desk staff, ensuring a welcoming and professional experience for all guests.
The Front Desk Supervisor works closely with hotel management to enhance guest experiences, train and motivate staff, and ensure compliance with all regulatory and brand standards. This position requires strong attention to detail, exceptional organizational skills, and the ability to lead a team in a fast-paced environment.
Responsibilities
1. Oversee and manage all front desk operations to ensure a clean, safe, and welcoming environment while maintaining compliance with company standards, policies, and procedures.
2. Develop, implement, and oversee front desk policies, procedures, and quality standards.
3. Recruit, train, and supervise guest service agents while fostering a culture of teamwork and excellence.
4. Oversee Team Member performance to meet departmental quality and efficiency standards.
5. Optimize payroll costs by managing proper staffing levels and scheduling.
6. Perform all duties of a Guest Service Agent (GSA) as needed.
7. Monitor and manage daily front desk tasks and required documentation.
8. Monitor Team Member performance, providing coaching, feedback, and disciplinary action as necessary.
9. Lead daily team meetings to communicate updates and expectations.
10. Provide excellent customer service by addressing guest inquiries, concerns, and requests promptly and professionally.
11. Oversee check-in and check-out processes to ensure efficiency and accuracy.
12. Handle guest complaints and resolve issues to maintain guest satisfaction and loyalty.
13. Assist with reservations, room assignments, and special requests.
14. Ensure the front desk area is clean, organized, and fully stocked with necessary supplies.
15. Oversee daily cash handling, deposits, and accurate processing of guest payments.
16. Maintain accurate records of reservations, guest information, and daily reports.
17. Assist in tracking room availability and occupancy to maximize revenue opportunities.
18. Collaborate with other departments (housekeeping, maintenance, and security) to ensure seamless operations.
19. Ensure adherence to company policies, procedures, and safety standards, while maintaining compliance with hotel regulations and security protocols.
20. Address and report any maintenance or safety concerns in guest rooms or public areas.
21. Perform other job-related duties as assigned while maintaining professionalism and prioritizing tasks effectively.
Standard Conduct
- Adheres to Tribe's and Program's confidentiality and personnel policies.
- Be available for local and out of the area travel as required for job related training and various activities.
- Attends all required meetings, trainings and functions.
- Be polite and maintain a priority system in accepting other job-related duties as assigned.
Qualifications
- Demonstrated ability to work effectively with Native American youth and family members in culturally diverse environments.
- Displays the ability to establish and maintain harmonious working relationships with other employees and the public.
- Demonstrates the ability to manage time well and work under stressful conditions with an even temperament.
- Demonstrated ability to understand and follow oral and written instructions.
Additional Qualifications
Requirements
1. Must be at least 21 years of age
2. High School diploma or GED (required).
3. Minimum of three years of hotel experience, with at least one year in a supervisory or managerial role preferred.
4. Proficiency in Payment Management Services (PMS) and payment processing systems. Complete understanding of third-party reservation booking systems.
5. Excellent time management, problem solving and organizational skills are a must.
6. High level understanding of interpersonal skills to productively deal with business contact and team members at all levels of the company.
7. Must be proficient in Microsoft Office Products: Project, Word, Excel, Power Point, Publisher and Outlook.
8. Highly self-motivated and directed.
9. Exceptional oral and written communication skills with the ability to accurately communicate reports, business correspondence, and procedure manuals.
10. Excellent attention to detail.
11. Pleasant telephone voice and manner required.
12. Proven analytical, evaluative, and problem-solving abilities.
13. Ability to solve mathematical problems consisting of 6 digits and 2 decimals.
14. Ability to effectively prioritize and execute tasks in a high-pressure environment.
15. Extensive experience working in a team-oriented, collaborative environment.
16. Willing to travel and participate in training as recommended or required.
17. Must be found suitable to have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.
18. Must have employment eligibility in the U.S.
19. Must adhere to confidentiality policy.
20. Must successfully pass a drug screening test and criminal background check.
Working Conditions & Environment:
1. The noise level in the work environment is usually loud.
2. Must be available to work in a smoke-filled environment.
3. Must be able to work all shifts, weekends, and holidays.
4. Must be able to lift and/or move up to 60 pounds
Veteran’s Preference:
It shall be the policy of the Karuk Tribe and Rain Rock Casino to provide preference in hiring to qualified applicants claiming Veteran’s Preference who have been discharged from the United States Armed Forces with honorable and under honorable conditions.
Tribal Preference Policy
In accordance with the TERO Ordinance 93-0-01, Tribal Preference will be observed in hiring.
Veteran's Preference
It is the policy of the Karuk Tribe to provide preference in hiring to qualified applicants claiming Veteran’s Preference who have been discharged from the United States Armed Forces with honorable or under honorable conditions.
Application Instructions
The Karuk Tribe does not process Rain Rock Casino Employment Applications. We only post for visibility. Please contact Rain Rock directly for your employment inquiries.