FRONT OFFICE SUPERVISOR

## Overview AGE REQUIREMENT: 21 years or older Position Summary: Responsible for monitoring, overseeing, and administering the day-to-day Front Desk, Valet and Call Center operations. Collaborates with Valet Supervisors and other operational leaders to ensure efficient service delivery and seamless guest experience Promotes and exhibits World Class Guest Service to all Isleta Resort and Casino employees and guests. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations, while maintaining and enforcing the Isleta Resort and Casino’s rules of production. Isleta Resort and Casino Guest Service Agreement All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino. Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned. • Orchestrates the valued guest cycle through Checking-in/Checking-out guests and responds to inquiries and issues in an efficient, courteous, and professional manner. • Possesses excellent problem solving and conflict resolution skills, a strategic thinker with a quantifiable track record • Maintains honesty, trustworthy, discreetness and is careful with confidential information • Possesses a strong work ethic and sense of urgency, exceptional written/verbal communication skills, and be able to guide and direct work teams, individuals and hotel operating departments to achieve financial objectives. • Interacts heavily with guests. • Assists guests with all guest inquiries in connection with resort services, in-house events, directions, local attraction. • Gives basic instruction on all promotions and special events. • Resolves external guest issues and problems in a timely and professional manner, on behalf of management. • Collaborates with Valet Supervisors to assist within the Valet department • Handles cash and charges. • Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management. • Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement. • Ensures each department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives. • Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service. • Administers planning sessions and performance reviews on behalf of management. • Administers training and evaluates new agents on behalf of management. • Supervises the Front Desk Agents, Valet, and Call Center. • Ensures an open and welcoming atmosphere that promotes skill enhancement. • Effectively handles the overall sell for the hotel; ensuring proper inventory and handling any oversell issues. • Occasionally performs duties of subordinates and other duties as needed. Accountability and Supervision: Directly supervises the Front Desk team, Valet and Call Center. Administers supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; administering rewarding and disciplining of employees; and addressing complaints and resolving problems. Education and Experience: • High School Diploma or General Educational Degree (GED) equivalent, required. • 1 year Desk Clerk, Front Desk/Reservations…