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Front Desk Supervisor

Company: Laguna Development Corporation
Location: Albuquerque
Posted on: January 15, 2022

Job Description:

Position Summary/General Description:

A Front Desk Supervisor assists the front desk manager in the overall management of the front desk and is responsible for directing and supervising front desk team members while assuring efficiency and first class service.


-Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
-Act as a role model within and outside the casino.
-Maintain a positive and respectful attitude toward customers and co-workers.
-Consistently report to work on time prepared to perform duties of position.
Essential Duties & Responsibilities:

-Oversee, train, guide, support front desk team members and participate, as needed, in front desk duties including, but not limited to: processing room reservations; checking-in/out guests; assigning rooms; posting charges to guest accounts and making corrections/adjustments as needed; handling guest requests, complaints and service recovery issues promptly and professionally; cashiering in accordance with LDC cashiering procedures which comply with accounting standards; and informing guests of casino activities.
-Establish and implement standards and procedures to ensure the highest level of guest service.
-Assist the front desk manager as needed with timely interviews, scheduling, appraisals, progressive discipline and supervision of all directly assigned personnel.
-Build relationships and loyalty with guests through sincere and meaningful interactions both in person and on the phone (e.g., learn guests' names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.
-Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).
-Develop a thorough knowledge of services, room locations, amenities, surroundings, providing accurate directions, and information for guest inquiries about promotions and special events.
-At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).
-Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.
-Sell rooms as needed at front desk to reach occupancy goals using yield management.
-Work under pressure, odd or unusual hours, including weekends and overtime.
-Resolve problems/conflicts in a professional, diplomatic and tactful manner.
-Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.
-Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.
-Schedule regular shift meetings with front desk team members.
-Stay well informed of all hotel related statistics including room rates, package specials, occupancy, group business and casino events. Keeps team members aware of same.
-Review and approve all shift work completed at front desk.
-Use discretion and maintain confidentiality when handling sensitive information.
-Communicate with all levels of management and clientele.
-Provide important information to the staff as needed.
-Research new and innovative ways of improving guest satisfaction and work applications.
-Maintain a clean, safe, hazard-free work environment within areas of responsibility.
-Work closely with front desk team members and housekeeping to ensure accurate room status and address guest situations or problems.
-Participate in Laguna Development Corporation meetings and events as scheduled.
-Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.
-Communicate with area hotels to establish occupancy, rates and up-selling opportunities.
-Actively participate in Supervisory Development Leadership Series (SDLS) yearly.
-Actively participate in LDC's Management Capacity Program (MCP).
-Perform additional duties and responsibilities as necessary or assigned.

Keywords: Laguna Development Corporation, Albuquerque , Front Desk Supervisor, Other , Albuquerque, New Mexico

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