Hotel Supervisor, Full Time (Harrah's Gulf Coast) at Caesars Entertainment in biloxi, Mississippi

Job Description:

Job Summary :

The front office supervisor is responsible for providing supervision in the daily tasks of the front desk, bell and valet teams. The front office supervisor ensures "A" level customer service is provided during each guest interaction. The front office supervisor resolves guest complaints and follows up to ensure guest satisfaction. The front office supervisor creates a fun and exciting work environment for employees as well as guests while seeking employee input on new ideas to improve service. The front office supervisor promotes a positive work environment; creating opportunities to increase customer satisfaction scores and is responsible for training, developing and motivating employees in order to increase employee retention.

Essential Duties and Responsibilities include the following; other duties may be assigned, as necessary. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Roles and Responsibilities:

• Greets and welcomes guests with a smile.
• Serves as a hotel management representative and customer service role model for employees.
• Directs day-to-day operations of the shift to ensure each guest experiences a level of service that exceeds expectations.
• Schedules staff in accordance to business demands.
• Reviews daily staffing requirements and makes adjustments as necessary.
• Recommends changes for assigned personnel, including hiring, promotion, demotion and termination of personnel.
• Approves regular vacation and recommends leave of absence if necessary.
• Provides coaching and written documentation of positive and corrective work related activities.
• Prepares and coordinates performance reviews of assigned personnel including six month and annual reviews.
• Effectively and efficiently yields hotel on a daily basis to ensure maximum hotel profitability.
• Establishes and administers policies and procedures pertaining to the front desk, valet and bell departments and assures adherence to them.
• Properly inform all employees of changes in promotions, events, etc. by means of daily BUZZ sessions or posted memos.
• Handles guest complaints, taking corrective action as necessary. This includes billing inquires, OTA third party agents, and research of disputed bills.
• Handles all guest inquiries with promptness.
• Builds relationships with guests during their visit.
• Must have knowledge of services available on property to accurately and clearly communicate information to guests and employees.
• Maintains knowledge of emergency procedures including employee and guest related responsibilities and evacuation procedures.
• Performs other managerial duties as assigned by Assistant Hotel Manager and Hotel Manager.
• Meets attendance guidelines of the job and complies with all state, federal and regulatory policies and procedures.
• Spends majority of time coaching and monitoring employee behaviors at the front desk, valet and bell areas.
• Ensures that all guest contact is courteous, informative and thorough and demonstrates a positive and enthusiastic demeanor to guests; both internal and external.
• Understands values and supports the Harrah's mission statement and serves as a hotel representative and customer service role model for other employees.
• Ensures the front desk, valet and bell areas are neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper, etc.
• Constantly seeks ways to improve friendly, helpful service and ways to reduce customer wait times to positively impact department's customer service ratings.
• Answer all guest questions and incoming calls promptly and professionally.
• Performs cash handling tasks, as required and in accordance with the cash handling procedures.
• Provides assistance, training and on-the-job work direction to the Front Desk, Bell and Valet.
• If needed, provides support and assistance to the night auditor with nightly downtime reporting, manual rack maintenance and daily occupancy statistic maintenance.
• Reinforces department procedures and guides front desk staff, bell staff and valet staff.
• Oversees the administration of room assignments, room departures, guest account charges and folio settlements.
• Ability to manage and communicate in a union environment.
• Provides administrative office assistance.
• If needed, acts as a liaison to Housekeeping to ensure flawless downtime operations.
• If needed, assists night auditor with generating and analyzing pre-downtime reports.
• Maintains daily occupancy report statistics.
• Processes discrepancy reports, rate variations and credit reports.
• Works with Housekeeping and Casino Marketing to ensure time guest check-ins ad maximum occupancy.
• Ensures guest complaints are handled in an effective courteous manner.
• Ensures front desk, bell and valet staff behavior and appearance are in compliance with established policy.
• Maintains knowledge of hotel, special events and promotions.
• Responsible for accurate check-in and check-out of guests; ensures that rooms are clean prior to issuing keys; obtains the correct amount of payment (cash, credit card authorization, etc.)
• Ensures billing profiles are reviewed and accurately set up before checking in guests.
• Responsible for posting charges, settling folios for individuals, groups and due-outs; maintaining an operating bank, rendering bills and issuing accurate change.
• Follows safety and security guidelines for the department/property.
• Able to successfully complete training and cross-training, as well as perform other job related duties, when necessary of Rooms Coordinator, Night Auditor, Bell and Valet and to complete additional duties as assigned by the Assistant Manager and Hotel Manager such as but not limited to checking credit limit report, obtaining additional payment, answering telephones, training new employees.
• Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies .
• Enforce Project 21 policy and procedures by monitoring area for underage gamblers.
• Suggests players in Caesars Rewards, Caesars Rewards App, Play by CR, and Caesars Rewards Visa.
• Suggests products, services and experiences to guests.
• Other duties as assigned.

Qualifications :

• College degree in Hotel or Business Management preferred.
• High school diploma or equivalent required.
• Minimum of two years' experience in a Hotel Front Desk position; preferably with supervisory experience.
• Proficiency in Microsoft Word, Outlook, Excel and LMS system knowledge preferred.
• Strong organizational, communication and supervisory skills.
• Must have the ability to develop and enforce Standard Operating Procedures.
• Must be able to get along well with co-workers and work as a team.
• Must be able to work any day of the week and any shift as needed.
• Excellent customer service, problem solving and supervisory skills required.
• Proficient in basic math skills.
• Previous cash handling experience preferred.
• Professional appearance and demeanor required.
• Must pass a drug test.
• Must possess excellent customer service and communication skills.
• Must be able to initiate and engage in conversation in a professional and friendly manner.
• Ability to work rotating shifts with fluctuating days off if necessary.
• Must be at least 18 years of age.
• Must be willing to participate in on-going training in the hotel operations field.
• Maintain knowledge of current property events, promotions and attractions.
• Must have outgoing personality and be able to generate business.
• Must be able to work independently, with little supervision.
• Comfortable working in a fast paced, dynamic environment.
• Superior communication and presentation skills.
• Ability to work effectively in a team setting and independently.
• Must present a well-groomed appearance.
• Must adhere to uniform/appearance requirements.
• Computer skills including operating hardware, software, and other technical equipment.
• Ability to appreciate and be friendly with all Harrah's Gulf Coast team members who are of various ethnic and cultural backgrounds.
• Able to accept direction of Senior Leadership.

Physical, Mental & Environmental Demands:

• Able to read, write and speak English sufficiently to perform job.
• Available to work any shift, holidays and weekends.
• Responds to visual and aural cues.
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, fax machine.
• Must be able to use and wear two-way radio w/ earpiece, and other equipment, as required.
• Able to tolerate a loud and noisy environment.
• Able to stand and walk for extended periods.
• Able to sit, stoop, reach and bend.
• Able to lift 20 pounds.

Primary Location: Harrah's Gulf Coast

Work Locations: 280 Beach Blvd Biloxi, MS 39530

Organization: Grand Casinos of Biloxi, LLC.

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

We are looking for upbeat and friendly applicants to fill the role of front office supervisor; responsible for providing supervision in the daily tasks of the front desk, bell and valet teams