Hotel Front Desk Supervisor - RED RIVER
LocationKiowa Casino - Red River (Devol, Oklahoma)
Job Code25-HO-2056
DepartmentHotel
Starting Salary36000.00
  
Job Summary

Supervises Front Desk Team Members to ensure efficient and smooth operations for producing excellent feedbacks and Guest satisfaction.  Responds in a professional and courteous manner to Guests by providing accurate and timely information and services. Ensures hotel charges are processed in a timely manner to Guest’s accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills, and vouchers are attached for direct settlements.
Essential Duties & Responsibilities

> All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team         Member Handbook, Standard Operating Procedures (SOPs), and any other related training
> Consistently ensures an exceptional level of service and satisfaction is achieved throughout the property, exceeding the expectations of external             and internal Guests alike in a timely and effective manner
> Provides efficient and courteous Guest service
> Maintains a friendly, cheerful and courteous demeanor at all times
> Courteous and accurately answers inquiries from potential Guests and accepts hotel reservations
> Responds to telephone and in-person inquiries regarding reservations, hotel information and Guest concerns
> Supervises daily shift process, ensuring all team members adhere to standard operating procedures
> Train, direct the work of, resolve issues and coach and counsel the front desk team members to ensure a quality operation
> Resolve Guest issues, complaints in a quick and efficient manner to maintain a high level of Guest satisfaction and quality service
> Allocate rooms to expected arrivals after checking the Guests’ preferences and special requests
> Build strong relationships and liaise with all departments, especially housekeeping
> Operates the EPBX equipment, including assisting with incoming and outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and               paging for in-house Guests
> Cross-check all billing instructions are correctly updated
> Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
> Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the Guests
> Ensure Front Desk log book and Hotel log book is always updated
> Ensures safety by following Guest check-in and security procedures and reporting suspicious activity to Security, Manager and MOD
> Assists all departments in servicing the Guests during high volume periods
> Takes responsibility during the absence of the Hotel Manager
> As a Supervisor, you will be a role model, sharing your expertise and continually inspiring the front desk team
> Processes all sales transactions according to Kiowa Casino Hotel’s policy and procedures
> Prepares and balances cash drawer
> Adheres to Kiowa Casino’s established safety, health, and security policies and procedures
> Follow Kiowa Casino’s established cash handling policies and procedures
> All other duties as assigned
> Must adhere to departmental, organizational, state, and federal safety rules and regulations, applicable processes for safe operation, appropriate           Personal Protective Equipment, in addition to any/all related controls for personal welfare and the safety of others 


Knowledge, Skills & Abilities (KSA)

SPECIFICS REQUIRED:
> High school diploma or GED required
> At least 21 years of age
> Associates Degree or diploma in Hospitality Management or related field
> 1 year Hotel Front Desk experience

-OR-
> 3 years Hotel Front Desk experience

SKILLS REQUIRED:
> Strong computer skills with experience in word processing, databases, and spreadsheets (ability to demonstrate proficiency)
> Strong project management skills
> Highly organized and ability to adapt quickly to changing priorities
> Excellent written communication skills
> Excellent verbal and interpersonal communication skills
> Accurate and detail-oriented
> Excellent problem solving skills
> Guest service, interpersonal, and teamwork skills necessary to maintain quality service delivery
> Must possess ten-key, typing, and filing skills

ABILITIES REQUIRED:
> Displays leadership qualities and the ability to serve both internal and external Guests
> Ability to maintain high confidentiality
> Ability to independently manage multiple tasks in a professional manner
> Ability to work cooperatively with all departments
> Ability to manage extensive amounts of paperwork
> Ability to operate most office equipment (computer, fax, copier, etc.)
> Ability to maintain a professional demeanor
> Ability to operate most office equipment (computer, fax, copier, etc.)
> Ability to independently lift up to 50 pounds daily
> Ability to count moderate amounts of money
 
Physical Demands / Work Environment

PHYSICAL DEMANDS: Must be able to communicate using written, oral and computer methods. Must be able to operate computer equipment (for extended periods of time). Must have manual dexterity necessary to manipulate computer equipment. Must be able to stand for extended periods of time. Must be able to lift, bend, and kneel. Must be able to lift 50  pounds. The team member will be required to maintain a positive facial expression and body language for long periods of time.

WORKING ENVIRONMENT: Office, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke.  Extensive computer use.  Must be flexible with work schedule. Must be willing to work any hours and/or shift, as assigned, according to business needs.  Occasionally must deal with angry or hostile individuals. High volume direct public contact.  
Disclaimer of Conditions of Employment
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

All Kiowa Casino employees are responsible to ensure that their designated operations are in compliance with Kiowa Casino policies, Tribal policies, State compact and Tribal gaming regulations.

Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing an introductory period as outlined in Kiowa Casino Policy. Candidates for this position will be required to have dependable transportation available to them without notice. Must also maintain a Valid Driver’s License and be insurable on our company’s policy throughout your time of employment with the Kiowa Casino.