Front Desk Supervisor

Under general supervision of the Front Desk Assistant Manager, oversees the activities of the front desk, valet/transportation and reservations for guests.

This position description may not include all of the listed duties, nor do all of the listed examples include all tasks which may be found or assigned to this position.

MINIMUM QUALIFICATIONS:

• Must be at least 18 years of age.
• Six months work experience in Hotel front desk required.
• Required to obtain an ABLE liquor license.
• One year of supervisory experience in guest relations, hotel liaison preferred.

• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation Gaming license.

• Required to maintain a valid Driver’s License.

• Required to provide documents to show the applicant is eligible to work in the United States.

• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.

• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

SUPERVISION RESPONSIBILITIES:

• Front Desk Agents, Houseperson, Valet/Transportation.

DEPARTMENT OPERATIONS:

• Participates in selection of front office, valet, and reservation staff.
• Trains, cross trains, and re- train’s staff.
• Participates in scheduling the front office staff.
• Supervises workloads during shifts.
• Creates and maintains high standards of guest service levels and response times to guest issues and guest interaction.
• Resolves guest problems quickly, effectively and courteously.
• Enforces all cash and credit handling procedures.
• Ensures staff is on time and in correct uniform.
• Works with Housekeeping Supervisor regarding guest room status, discrepancy reports, communication problems, guest issues, public cleanliness, and other related issues.
• Promotes a high level of customer service at all times.
• Produces and submits various reports.
• Performs duties of subordinates as needed.
• Contributes to a team effort and accomplishes related results as required.
• Oversees the supervision of personnel, which includes recommendations for work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Responsible to greet each customer and promote outstanding guest relations.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter. 
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian
• Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory     commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.  
• Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

• Knowledge of principles and practices in a hotel environment.
• Knowledge in workforce scheduling
• Skill in operating hotel software, LMS/Infogenesis experience preferred.
• Skill in providing excellent customer service.
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to efficiently schedule and utilize manpower needs.
• Ability to present oneself in a professional manner and meet company grooming standards.
• Ability to effectively solve problems and deal with a variety of variables in situations.
• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are preferred.
• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company’s value by keeping information confidential.
• Perform assigned tasks under moderate supervision.  Follow written and verbal instructions.

  Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the general public.  Work well alone or within a team.

• Present facts and recommendations in oral and written form.  Prepare written reports and correspondence as required.
• Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing or maintaining professional networks.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 25 pounds. Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is generally performed in a Casino Hotel setting. Noise level in the work environment is moderate to high.
• Evening and/or weekend shifts may be required. Extended hours and irregular shifts may be required.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.