Supervisor - Front Desk

Description

Position Purpose

The primary responsibility of the Supervisor - Front Desk is to oversee daily operations of the Front Desk and the functions of the Agent -Front Desk including the check in and checkout process, concierge services, team member breaks and daily staffing. Anticipate guest needs and expectations and ensure that they are exceeded. All duties are to be performed in accordance with departmental and the Wind Creek Bethlehem LLC (“Wind Creek”) policies, practices, and procedures.

Position Responsibilities

• Manage the process and assist agents and guest with the check-in/check-out process.
• Manage the process and assist agents and guest with concierge services, such as booking of shows, tours, restaurant reservations, etc.
• Create work schedules for desk agents, maintain staffing levels and coordinate daily breaks.
• Anticipate guest’s needs, respond promptly and acknowledge all guests.
• Handle customer issues by following the recovery procedures and ensuring guest satisfaction.
• Develop training program for Agent - Front Desk.
• Develop Front Desk Department policies, procedures and SOP’s.
• Provide superior customer service to all internal and external customers in compliance with the Wind Creek Customer Service Standards.
• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Manage staff and organize department functions in accordance with company guidelines.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.

• Interview and make recommendation of candidates for new hire.
• Determine if and/or when policy or procedural infractions by team members occur and issue the appropriate level of progressive discipline.

• Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews.
• Maintains an open door policy and addresses all team member issues and/or concerns in a timely manner.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.

Minimum Employment Requirements

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements 

• One (1) year supervisory role experience required.
• One (1) – two (2) years prior hospitality, customer service or related experience required.
• Working knowledge of Microsoft Office products.
• Must possess excellent social and interpersonal skills.
• Multi-lingual is a preferred.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.