Front Office Supervisor

AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the day-to-day Front Desk, Valet and Call Center operations while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations, while maintaining and enforcing the Isleta Resort and Casino’s rules of production.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery

and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Orchestrates the valued guest cycle through Checking-in/Checking-out guests and responds to inquiries and issues in an efficient, courteous, and professional manner.
• Possesses excellent problem solving and conflict resolution skills, a strategic thinker with a quantifiable track record
• Maintains honesty, trustworthy, discreetness and is careful with confidential information
• Possesses a strong work ethic and sense of urgency, exceptional written/verbal communication skills, and be able to guide and direct work teams, individuals and hotel operating departments to achieve financial objectives.
• Interacts heavily with guests.
• Assists guests with all guest inquiries in connection with resort services, in-house events, directions, local attraction.
• Gives basic instruction on all promotions and special events.
• Resolves external guest issues and problems in a timely and professional manner, on behalf of management.
• Handles cash and charges.
• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Ensures each department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Administers planning sessions and performance reviews on behalf of management.
• Administers training and evaluates new agents on behalf of management.
• Supervises the Front Desk Agents, Valet, and Call Center.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Effectively handles the overall sell for the hotel; ensuring proper inventory and handling any oversell issues.
• Occasionally performs duties of subordinates and other duties as needed.

Accountability and Supervision:

Directly supervises the Front Desk team, Valet and Call Center.

Administers supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; administering rewarding and disciplining of employees; and addressing complaints and resolving problems.

Education and Experience:

• High School Diploma or General Educational Degree (GED) equivalent, required.
• Two (2) years Desk Clerk, Front Desk/Reservations Lead or Reservationists experience, required.
• One (1) year Hotel Front Desk Management experience, preferred.
• Trade school or vocational/technical training in hotel and motel management, preferred.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.

Knowledge, Skills, and Abilities:

• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tack.
• Must be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess extensive computer skills and be able to operate a ten key calculator and all Microsoft applications and software.
• Must possess strong critical and analytical thinking skills.
• Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high level of stress and with minimal supervision.
• Must possess the ability to make sound and accurate decisions.
• Must possess strong critical and analytical thinking skills.
• Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
• Must possess thorough knowledge and expertise in Federal, State, and Tribal regulatory requirements and authoritative published material as related to the department.
• Must be able to take direction and feedback well.

Physical Demands and Work Environment:

• Must be able to sit, stand, and/or walk for extended periods of time.
• Must be able to lift, move, and place up to 25 pounds.

Working Conditions:

Work is generally performed in a fast pace Resort and office setting; smoke filled environment, exposure to various lights and sounds. Must be on call at all times. May work holidays, weekends, and different shifts. Occasionally may be required to interact with hostile and/or angry guests.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to

create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a

federally recognized tribe.