Front Office Supervisor

Blue Lake Casino•Blue Lake, CA

About The Position

To maximize room revenues through effective and collaborative yield management practices. Manages all rate programs and coordinates related data distribution to all 3rd party revenue partners and hotel associates. Must strike a balance between guest satisfaction and effective business management. Responsible for all front desk operations, must ensure each Team Member meets or exceeds guest service expectations and ensure Team Members work well together.

Requirements

High school diploma or GED equivalent.
A minimum of one year supervisory required and three years’ experience with reservations and rate management in the hospitality industry.
Must be able to communicate effectively in a positive/upbeat fashion utilizing English; both orally and written.
Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts.
Identifies and resolves problems in a timely manner.
Gather and analyzes information skillfully.
Develops alternative solutions.
Works well in group problem solving situations.
Uses reason even when dealing with emotional topics.
Communicates clearly and persuasively in positive or negative situations; both orally and written.
Able to read and interpret written information.
Balances team and individual responsibilities.
Contributes to building a positive team spirit.
Able to build morale and group commitments to goals and objectives.
Delegates work assignments.
Matches the responsibility to the person.
Gives authority to work independently.
Sets expectations and monitors delegated activities.
Presents oneself in a neat and clean appearance at all times.
While employed, must maintain a valid and active Blue Lake Tribal Gaming Commission License.
Must complete Title 31 training for reporting suspicious activity and large cash transactions within three months of being employed.
Must complete Training for Intervention Procedures (TIPS) training for serving alcohol responsibly within three months of being employed and maintain a valid certificate while employed thereafter.

Responsibilities

Monitors the daily production and efficiency of all activities of Hotel reservations and related rate management.
Ensures that the reservations department is staffed or covered appropriately at all times.
Oversees and participates in the reservation process in person, via email and phone.
Provides effective sales information and trends analysis to maximize room revenue.
Addresses questions or problems pertaining to Hotel rooms and rates.
Settle guest accounts with the ability to make good business decisions regarding discounts.
Maintains regular correspondence and communication between Hotel and 3rd party outlets including internet reservation sites and internal departments.
Exceeds customer expectations by ensuring that all reservation and front desk staff are knowledgeable and able to provide first-class, guest-oriented service.
Works with highly sensitive information, maintains confidentiality and discretion in all areas, including planning and promotional procedures and guest information files.
Selects, orients, and trains qualified employees.
Monitors activities and teamwork and counsels employees on providing truly memorable service.
Provides staff with skills training to provide value added service to customers.
Conducts effective employee meetings and counseling sessions.
Prepares reports as needed to ensure an informative database for decision making.
Prepares proper follow-up and/or forecasts to aid in yield management strategy.
Assists in preparation of annual budget; assures department operates within approved budget.
Coordinates advance deposits, billing and payroll with the Finance Department.
Remains current on groups and property events.
Pre-blocks all special requests and/or VIP accommodations.
Maintains open line of communication with appropriate departmental heads.
Checks daily for out-of-order rooms, VIP rooms, and special requests.
Leads in the development and implementation of all package related plans and programs.
Maintains statistics on rooms and reservations, customer arrivals and departures, averages, occupancy rates, and related information.
Updates daily-weekly-monthly forecasts and informs department heads of significant change as necessary.
Checks and revises Night Audit’s source of business reports.
Maintains required pars of all Front Desk supplies.
Prepares performance reports related to Front Desk personnel.
Utilizes established daily wage management techniques, time and attendance payroll management software, and appropriate adjustments to the proportionality of business needs to staffing levels.
Respond quickly, efficiently and courteously to reviews on online review sites.
Promotes safe working conditions within department and throughout the Hotel.
Ensure that all employees follow safety rules and procedures.
Take corrective action where required to improve safety of work areas.
Ensure that employees are trained in emergency procedures.
Keeps immediate supervisor informed of all problems or unusual matters of significance.
Must be able to work all shifts, weekends, holidays and special events as needed.
Other duties as assigned by management, including any supervisor, manager, or executive.
Creates an atmosphere of FUN for all casino guests.
Encourages mutual respect, dignity and integrity with all Team Members, by setting positive examples at all times.
Maintains a professional departmental, company and community reputation.
To provide a safe work environment for Team Members, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
To maintain a professional departmental, company and community reputation.
To enforce performance standards, policies and procedures as they relate to the department.
To maintain a consistent, regular attendance record.