Supervisor, Front Desk (Full-Time; Varied Shift)

Harrah’s Cherokee Casino Resort Position Description                                                     

POSITION TITLE:                             Supervisor, Front Desk 

DIVISION:                                           Hotel

DEPARTMENT:                                 Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS:                  S15 – Exempt

BADGE TYPE/COLOR:                   Key--Blue

REPORTS TO:                                   Assistant Manager, Front Office

SUPERVISES:                                    Front Desk Clerk, Room Controller, Dual Rate Front Desk Clerk             

JOB SUMMARY:  Supervise the operation of the Hotel Front Office to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.                                               

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide extraordinary levels of guest service in Front Office Services

• Knowledge of every Front Office Position and is prepared to answer any Team Member’s questions concerning their job

• Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/check-out, ensure 100% guest satisfaction

• Ensure all Front Desk Clerks meet service standards

• Supervise the daily operations of the front desk 

• Assign and oversee the duties of the guest service agents

• Create a weekly schedule 

• Maintain supplies and inventory

• Troubleshoot all in-room movie/phone/billing problems

• Cancel room reservations according to established procedures

• Balance drawer bank daily

• Facilitate guest check-in and check-out in satellite areas away from the main front desk, such as Self-Check-In, VIP Welcome, and Concierge

• Perform other tasks as assigned by the supervisor or manager

• Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival

• Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction

• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions

• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale

• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary

• Ensure timely and accurate performance appraisals and accurate work history entries

• Maintain knowledge of the hotel, community, and special events to provide guests with needed information accurately

• Process discrepancy reports, rate variations, and credit reports 

• Coordinate package coupons with the marketing department

• Adhere to all regulatory, company, and department policies/procedures in an ethical manner  

• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required

• An associate's degree from an accredited educational institution or related field is preferred

• One year of supervisory experience in the Hospitality industry is required

• Must demonstrate the following essential knowledge and skills:

• Excellent interpersonal skills

• Excellent oral and written communication skills

• Must be able to lead and motivate others effectively

• Documented teamwork behaviors and attitudes

• Self-starter; must work without close supervision with knowledge in all areas of guest service

• Ability to handle multiple priorities in a fast-paced environment

• Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

• *Knowledge of LMS and Kronos

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