Supervisor Hotel Operations- Full Time, Hotel Front Operations (Harrah's SoCal)

Provides supervision in the daily tasks of the front desk, bell desk, Valet, and PBX teams.  Supervise day-to-day operations of the Hotel Front services to achieve customer satisfaction and quality service while assuring compliance with policies and Standard operating Procedures. Creates a fun and exciting work environment for our employees as well as our guests. Seeks employees input on new ideas to improve service standards. Promotes a positive work environment creating opportunities to increase customer satisfaction scores. Responsible for training, develop and motivate employees to increase employee retention. 
 

• Greets and welcomes customers with a smile and takes pride in being a Harrah’s team member and serves as a Hotel Management representative, and customer service role model for employees. 
• Directs the day-to-day operation of the shift to ensure each guest experiences a level of service and comfort meeting Harrah’s standard. 
• Prepares reports daily to detail Hotel activities and the Hotel’s financial results. 
• Schedule staff in accordance with business demands. 
• Recommends changes for assigned personnel, including hiring, promotion, demotion, and release of personnel. 
• Approves wage and salary adjustments for personnel within established limits. 
• Approves regular vacation and recommends leaves of absence. 
• Provides coaching and written documentation of positive and corrective work-related activities. 
• Prepares and coordinates performance reviews of assigned personnel, including four-week, eight-week, ten-week, 90-day, six month, and annual reviews. 
• Establishes and administers policies and procedures pertaining to the Hotel Department and assures adherence to them. 
• Properly inform all employees of changes in programs and events by means of daily BUZZ sessions, memos and or e-mail. 
• Handles guests’ complaints, taking corrective action as necessary including incident reports. 
• Handles all guest inquiries with promptness. 
• This includes billing inquires, travel agents, and research of disputed bills utilizing Family-Style Service house rules.  
• Provides direction and training to all employees to maintain a positive and fun working environment. 
• Understands, values, and supports the Harrah’s mission statement. 
• Builds relationships with guests during their visit. 
• Must have knowledge of all services available on property to communicate information accurately and clearly to guests and employees. 
• Maintains knowledge of emergency procedures including employee and guest related responsibilities and evacuation procedures. 
• Performs other managerial duties as deemed appropriate. 
• Meets the attendance guidelines of the job and complies with all state, federal and regulatory policies, and procedures.
• Spends time interviewing, training, and selecting employees.
• Conducts Performance Reviews
• Makes or recommends wage increases and promotions.

• Resolve guest problems efficiently and in a courteous manner. 
• Generate, review, and analyze a variety of reports daily in order to monitor efficiency and costs. 
• Provide input into both short- and long-term goals and assist in implementing specific strategies to achieve the goals. 
• Report problems found in operation and any unsafe equipment or unusual situations requiring action. 
• Attend all training classes as directed by the company. 
• Attend and participate in pre-shift department meetings. 
• Performs other tasks as assigned by management.
• Provides for safety and security.
• Monitors legal compliance with federal, state, and gaming laws.

• College degree preferred (Hotel or Business Management preferred). 
• High School diploma and/or equivalency required. 

• A minimum of two-years Front Desk and a minimum of 1 year experience in Guest Service/Valet operation in large hotel within local market and fast paced environment preferably with supervisory experience. 

• Superior customer service skills and experience in dealing with the public required. 
• Proficiency in Microsoft Office, Word, Outlook, Excel, and LMS/CMS system knowledge is preferred. 
• Requires the ability to compile facts and figures. 
• Excellent oral and written communication skills. 
• Ability to develop and enforce Standard Operating Procedures. 

• Ability to communicate in English clearly and effectively both orally and in writing. 

• Ability to plan, organize and complete the work and take initiative logically and independently. 

• Possess well-developed interpersonal skills. 

• Ability to set and achieve high standards of performance. 

• Receive instructions and hear inquiries from guests, clients, or staff; ability to remain alert throughout the duration of shift and remain calm during emergency situations.

• Must be able to get along well with co-workers and work as a team. 
• Must be able to work any day of the week and any shift.     
• Must present a well-groomed appearance.

ADDITIONAL REQUIREMENTS: 

• Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift. 

• Must be able to stand for long periods. 

• Must be able to respond calmly in a crisis and demanding situations handling many customers’ needs in a fast-paced environment. 

• Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk. 

• Must be able to lift and carry up to 50 pounds. 

• Must have the manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach and file paperwork. 

• Must be able to respond to visual and aural cues. 

• Must be able to operate the following equipment: computer, 10 key adding machine, Saflok key machine, telephone, credit card machine, printer, facsimile, and photocopier. 

• Must be able to tolerate areas containing secondhand smoke. 

• Works closely with chemicals such as glass and hard surface cleaning solutions. 

• Ability to bend, stoop or kneel; climb, ascend, and descend stairs. 

• Maintain equilibrium; ability to stand and walk for entire shift. 

• Repetitive bending and lifting. 

• Ability to lift, carry, push, and pull heavy objects. 

• Ability to reach for specific objects at short distances in local working areas. 

• Sufficient manual dexterity of hand to utilize a computer keyboard and calculator.

Pay: $55k per year, depending on experience.

Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.