Front Desk Supervisor

-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.