Firekeepers Casino Hotel Front Desk Supervisor in Battle Creek, Michigan

SCOPE OF POSITION: Responsible for managing the daily needs of our guests; overseeing the performance and work product of the front desk staff (Front Desk Agents and Bell Staff); ensuring guest satisfaction; meeting departmental quality and service standards; and achieving an atmosphere of superior guest service, all while managing all areas of the hotel according to FireKeepers Casino Hotel standards. Ensures the Front Desk and Hotel are a fun, friendly, vibrant, upscale, and safe environment for guests and team members. ESSENTIAL DUTIES AND RESPONSIBILITIES: The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices. liPrioritizes assignments, orders tasks, and maximizes efficiency and effectiveness of Front Desk./li liUnderstands causes of guest dissatisfaction and design guest recovery methods that are satisfactory for both the guest and the company./li liEmpowers front desk staff to assist in responding to guest complaints through training and involvement in active guest recovery./li liGains and maintains knowledge of all appropriate computer systems, including Opera, HotSOS, Patron Management and Saflok./li liEstablishes rapport with guests and anticipates their needs./li liEmpowers front desk staff to deliver guest service by encouraging and rewarding responsiveness./li liInputs and accesses data in a computer, with attention to detail, speed, accuracy, and follow-through./li liWorks effectively and efficiently with other departments, most commonly Valet, Facilities, Housekeeping and Security./li liAdheres to all cashiering and money handling procedures, including guest account accuracy, posting charges and payments, shiftwork balancing, and cash bank management./li liEnsures the front desk staff is following all applicable hotel policies, procedures and standards./li liIs able to perform all the duties and responsibilities of the Bell Staff and Front Desk Agents./li liEnsures guest security by following proper protocol and maintaining proper key control./li liMaintains the highest level of confidentiality./li liResponsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy./li liOutstanding example of and a credit to FireKeepers Casino Hotel./li /ul SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include maintaining sufficient staffing levels; interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems.Directly supervises the staff of the front desk, night audit, bell staff. Indirectly supervises all employees in the assigned departments that provide core support services to the property. MINIMUM REQUIRED QUALIFICATIONS An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods. The requirements listed below are generally representa