Front Desk Supervisor

MAJOR FOCUS:Responsible for supervising the work activities of Front Desk to ensure the guests are provided excellent customer service. ESSENTIAL FUNCTIONS:•Assists the Front Desk Manager with assigning, directing and controlling work activities of the Front Desk Representatives.•Prepares the schedule of the Front Desk Representatives to ensure there is adequate coverage.  •Handles any problems or complaints from guests. •Assists representatives with problems as necessary while encouraging representatives to solve guest problems themselves.•Coordinates services with Concierge, Valet, VIP Services, Housekeeping, Food & Beverage, Casino Hosts, Marketing and Accounting.•Trains all Front Desk Representatives. •Ensures the Front Desk Representatives adhere consistently to our established service standards, in particular regarding friendly guest service, immediate attention, and timely service to the guest, and immediate response to telephones.•Coaches, corrects and motivates Front Desk staff to ensure the highest level of guest service.•Reviews accuracy of representatives’ work and their adherence to policies and procedures with particular focus          concerning guest credit and accurate revenue reporting.•Responsible for maintaining a co-operative, efficient and enjoyable work atmosphere.•Responsible for customer satisfaction, if necessary, during peak times, takes over a check-in/out station. Spends time in front of the desk to talk with arriving or departing guests.•Maintains regular contact with VIP Services Supervisor to adjust room status and rates in accordance with up-to-date occupancy.  •Maintains regular contact with the Housekeeping Supervisor, monitors guest room readiness for newly arriving guests and particularly VIPs. •Maintains regular contact with the Room Service Supervisor regarding VIP amenity delivery.•Prepares  payroll and daily reports, such as revenue and credit reports.•Ensures that adequate supplies for the front desk are readily available.•Keeps the Manager, Hotel Operations informed of any unusual situations.•Interviews, selects, hires, and retains superior employees.•Completes timely evaluations for subordinates.•Conducts formal and informal training for subordinates.•Conducts formal and informal coaching and counseling with subordinates.•Rewards and recognizes superior performers.•Ensures that employees work safely and follow all safety rules.•Ensures compliance with relevant laws and regulations as well as company policies and procedures.•Maintains up-to-date knowledge of industry and competition.•Ensures effective communication within the department and company.•Holds subordinates accountable for established performance expectations.•Motivates and develops staff; provides advice and guidance as appropriate.•Complies with and enforce compliance with the company’s recycling program standards.ADDITIONAL FUNCTIONS:•Performs other duties as assigned.

•	High School diploma, GED or equivalent work experience required, some college preferred.
•	1 – 3 years previous supervisory experience required. 
•	Prior Front Desk experience preferred.
•	Must be outgoing, friendly, and customer oriented.
•	Must possess good math skills.
•	Must possess computer proficiency with Microsoft Word. 
•	Must possess good oral and written communication skills.
•	Must possess good customer service and leadership skills.
•	Must be able to solve problems and deal with a variety of situations.
•	Must present an overall professional appearance.
•	Must be able to work weekends, holidays and nights as scheduled.
•	Must be able to successfully pass a background check.
•	Must be able to logically and independently plan, organize and complete work.
•	Must have initiative, well-developed interpersonal skills and the ability to set and achieve high standards of 
	performance. 

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be description of all work requirements that may be inherent in the position.

Dover Downs, Inc. is an equal opportunity employer.