Front Desk Supervisor - Tulsa

Overview

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/Info genesis 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,…