Islandia - Hotel Front Desk Supervisor

Our Exciting Work Environment

Who We Are

Take your career beyond the ordinary—to the extraordinary.

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest and most admired, privately-held hospitality companies in the world. Founded and owned by the Jacobs family for nearly 100 years, it is a global leader in hospitality and food service with operations in the sports, travel hospitality, restaurants and catering, parks, resorts, gaming and specialty retail industries. Delaware North has annual revenue exceeding $3 billion with 60,000 employee associates. To learn more, visit www.delawarenorth.com.

The Opportunity

RESPONSIBILITIES AND DUTIES

• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Interpret and communicate work procedures and company policies to staff.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Maintain records pertaining to inventory, personnel, orders, and supplies.
• Compute figures such as balances, totals, or commissions.
• With direction of the Front Desk Manager assist in the development or updating of procedures or policies.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
• Monitor inventory levels and requisition or purchase supplies as needed.
• Arrange for necessary maintenance or repair work.
• Familiar with all hours of operation for hotel outlets and their functions.
• Follow and Enforce all hotel and department rules and regulations.
• Attend Staff Meetings, Rooms Meetings, and or Safety meetings in the absence of a manager
• Must role model company guest service program.
• Other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Education: High School Graduate or General Education Degree (GED)
• Experience: 2 plus years of experience in Hospitality
• Computer Skills: Computer literate in MS Office programs; some experience with property management systems preferred. Must be able to type proficiently.
• Other Requirements: Must be fluent in English language both spoken and written.
• Must be able to work nights, holidays, weekends, and overtime.

OTHER

• Accountability - Ability to accept responsibility and account for his/her actions.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Tactful - Ability to show consideration for and maintain good relations with others.
• Accuracy - Ability to perform work accurately and thoroughly.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Friendly - Ability to exhibit a cheerful demeanor toward others
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Reliability - The trait of being dependable and trustworthy.
• Management Skills - Ability to organize and direct oneself and effectively supervise others.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Presentation Skills - Ability to effectively present information publicly.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Decision Making - Ability to make critical decisions while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Delegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people.
• Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.