Front Desk Supervisor - Airway Heights, United States - Northern Quest Resort & Casino

Description

Hiring Preference: The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment.

It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Descendant or Spouse of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants


At-Will Employment:
Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians


Drug Testing:
The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.


Background Investigation:
All candidates and employees may be subject to a background investigation.


Kalispel Hospitality
It is our expectation that anyone who works for the Kalispel Tribe of Indians lives by and operates out of the following behaviors and beliefs:


CORE PURPOSE
We Make People Feel Special. Deliver Kalispel hospitality, find a path to YES, and provide a warm smile and greeting.


CORE VALUES
We Take Pride in Everything We Do. Proudly represent the Kalispel Tribe, anticipate guest needs, and take ownership and put others first.
Everyone is Welcome Here. Respect and honor all guests, use sincere "thank you" and "goodbye," and use guest name whenever possible.
We Choose Excellence Every Day. Help each other achieve greatness, be genuine, attentive, and flexible, and know the property and amenities.


Summary of Functions

To provide the day-to-day leadership to all Front Desk Agents which includes the following duties:


Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
• Arrive early enough to facilitate a smooth transition from previous shift.
• Ensure checklists are being completed on a daily basis.
• Review manager's logbook and follow through on necessary action.
• At the beginning of the shift, familiarize self with the following:
• Room situation in the hotel
• Staffing for the day's arrival/departures
• VIP arrivals and departures
• Meet with Front Desk Manager daily and discuss:
• Inventory and selling strategy
• Group arrivals and departures
• Proper staffing levels
• The day's activities
• Hold pre-shift meetings daily and discuss:
• Group arrivals and departures
• Training topic
• Four Diamond Service Standards
• Selling strategy
• The day's activities
• Complete Nightly Audit procedures when needed:
• Complete nightly reports regarding VIPs, Occupancy%, and No-Show Reservations
• Complete Audit process nightly
• Review in-house reservations for accuracy
• Oversee the activities of the Front Desk Agents.
• Have extensive knowledge of the Camas Club and its policies and procedures.
• Participate in formulating and administering company policies and developing short term objectives for the Front Desk operation.
• Ability to deal with under pressure situations in all aspects of the Front Desk area.
• Handle complaints and refers unresolved issues to immediate supervisor.
• Answer all telephones within three rings.
• Accurately completes required paperwork and maintain logs.
• Follow and enforce proper cash handling procedures.
• Maintains a high level of professionalism, teamwork, and competence in the staff. Accomplishes this responsibility by establishing and monitoring standards of job performance and a professional development plan for each member of the team.
• Maintain four star/four diamond service standards.
• Monitor maintains and orders necessary supplies.
• Monitors Front Desk Agents' variances.
• Control and maintain bank tills, receipts, and comp slips.
• Ensure control/protection of company assets.
• Assist with developing of staff in the areas of customer service, hospitality and policies and procedures.
• Conduct interviews, reviews, and disciplinary action as necessary.
• Reviews Attendance and Centralized Scheduling/Payroll Exception Reports.
• Create, implement, and assess training programs.
• Ability to act in as a Front Desk Agent when needed.
• Available and willing to work any changes in hours deemed necessary for Business Levels.
• Responsible for maintaining a consistent, regular good attendance record.
• May be required to be a panelist for the Internal Review Hearings.
• Ensures that highest possible standards of guest satisfaction and Team Member relations are maintained and carried out in a fair and equitable manner conducive to that goal.
• This job description does not list all the duties of this position. You may be instructed by management to perform other duties as assigned.
• Coach and counsel associates whenever needed and make recommendations to the Front Desk Manager.
• Have completed resort knowledge and the ability to answer guest's questions successfully.
• Maintain a positive and upbeat attitude and appearance.
• Be sure all arriving buses are completed with key packets and correct billing.
• Follow all resort policies and procedures.
• Work with other staff members in a positive and cooperative manner. Help provide information and assistance to ensure a smooth-running hotel that features a first class guest experience.
• Meet regularly with Front Desk Agents and Front Desk Manager to develop skills for next career step.
• Constantly monitor status of rooms and communicate to housekeeping and occupancy changes or discrepancies.
• Handle all guest complaints quickly and appropriately.
• Provide anticipatory service in a thoughtful and intuitive way.
• Exhibit a genuine sense of interest and concern for the guest.
• Ensure all collateral duties are being followed through on a consistent basis.
• Fulfill any reasonable work request by a manager.
• Be knowledgeable of all emergency procedures and the role the front desk plays in those situations.
• Assist in any disciplinary action that Agents may need.
• Ensure guest confidentiality standards are followed.
• Responsible for maintaining a consistent, regular good attendance record.
• Ensure control/protection of company assets.
• May be required to be a panelist for the Internal Review Hearings.
• Duties, responsibilities, requirements, and expectations pertaining to this job are subject to change as needed.
• This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.

Supervisory Responsibilities

Supervise Front Desk team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraisal performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education

• High school diploma or general education degree (GED). Associate of Arts (A.A) or Associates of Applied Science (A.A.S.) in related field a plus.

Experience

• One year Front Desk Agent experience in a 150+ room hotel and/or one year Front Office supervisory experience; Experience in a four star/four diamond hotel preferred.
• Direct experience in an organizational development role strongly preferred.

Skills

• Must be computer literate with working knowledge of Microsoft programs and other computer software.
• Ability to type at least 40 wpm. (Test Required)
• Highly articulate.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to work with mathematical concepts such as probability, fractions, percentages, and ratios to practical solutions.
• Ability to establish procedures for the effective implementation of the Director of House Operation's directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda and other information and instructions.
• Ability to analyze and solve complex management problems having non-standard solutions.
• Ability to maintain effective working relationships with public officials, department heads, associates, and the public.
• Skill in effectively communicating information through verbal and written correspondence to employees, managers, clients, customers, and the public, including writing reports, business correspondence and procedural manuals.
• Skill in solving practical problems and dealing with situations where only limited standardization exists.
• Excellent organizational, communication and leadership skills.
• Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
• Skills in assessing operation, program, staffing and fiscal needs.
• Skill in identifying and resolving administrative problems under pressure conditions.

Other Requirements

• Ability to obtain and maintain a Tribal Gaming License.
• Work nights, weekends and holidays as required.

Physical Demands

• Requires the strength to lift and or/move objects weighing up to 50 pounds.
• Constantly requires the ability to give and receive detailed information through verbal communication.
• Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
• Constantly requires working with fingers rather than the whole hand or arm.
• Constantly requires repetitive movement of the wrists, hands and/or fingers.
• Often requires walking or moving about to accomplish tasks.
• Frequently requires standing for sustained periods of time.
• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms.
• Occasionally requires raising objects from a lower to a higher position or moving objects horizontally.
• Occasionally requires stooping which entails the use of the lower extremities and back muscles. Infrequently requires crouching.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Work Environment

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

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles.

The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions and to wet and/or humid conditions.

The noise level in the work environment is usually moderate.