Reading View. Alt Shift A for Accessibility Help.

GENERAL SUMMARY

The Hotel Operations Supervisor is responsible for assisting the hotel team with the day-to-day front desk operations.

CORE SCOPE OF POSITION

• Assists the leadership team in overseeing the day-to-day hotel operations in the assigned area.

• Guides and directs hotel team members to ensure all service requirements are understood and met.

• Schedule team members to ensure all areas and shifts are adequately covered.

• Provides cross-training of team members for all shift-related duties and responsibilities.

• Provides coaching, monitoring, and disciplining of team members when team members job performance are not up to par.

• Evaluates and monitors team member performance on an ongoing basis.

• Develops, evaluates and recommends team members for promotions.

• Participates in the recruitment of all hotel positions, making hiring decisions.

• Administers, enforces, and ensures that all team member policies and all company policies, procedures, rules and regulations are followed.

• Establishes and maintains effective channels of communication with team members and guests.

• Assists in managing hotel reservation/inventory system such as Global Distribution System as well as loading and maintaining rates and information in the designated system.

• Monitors random calls coming to the enterprise to ensure goals and objectives are met, making sure guests receive the correct information, measuring the length of call and conversation.

• Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the hotel policies and procedures. 

• Performs other duties as assigned.

FOUR STAR AND FOUR DIAMOND SERVICE COMMITTMENT 

All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

LEADERSHIP

• Is a role model of the Viejas’s service culture.

• Leads by example and creates strong morale and engagement in his/her team.

• Communicates company and departmental goals and fosters open communication across the department.

• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.

• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

• Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.

SUPERVISION

• Provide direct supervision of team members in the assigned area of hotel operations.

EDUCATION/CERTIFICATION

• High school diploma or equivalent required.

EXPERIENCE

• Minimum 2 years of experience in hospitality.

• 1 year in supervisory role is a plus.

Required Skills Required Experience