Resort Front Office Supervisor

PORT MADISON ENTERPRISES SUQUAMISH CLEARWATER CASINO RESORT Resort- Front Office Supervisor General Position Summary: Assists the Front Office Manager & personnel in the all aspects of providing Clearly Superior Customer Services to all guests, and may assist co-workers w/other duties in accordance with established policies and procedures. Essential Functions/Major Responsibilities: Approaches all guest and employee encounters in a friendly, service-oriented manner consistent with PME’s Clearly Customer Service standards Able to perform all front desk functions and tasks in accordance with each position’s job description Daily supervision, training, development of Front Office personnel Responsible for the Front Desk’s appearance and all material to guests Satisfies guests’ concerns and complaints in an expeditious and courteous manner Maintains a high level of professionalism and actively practices good communication skills across departments (i.e., sales & catering, housekeeping, spa, etc.) Maintains the gift certificate account and provides reports Responsible for the Daily Information Bulletin for the next day Assists in the weekly labor schedule and relieves staff for breaks Must be able to be part of the Fire Team and able to use the fire panel and announcement speaker Oversees and coordinates the lost and found receptacle following established procedures Orders Front Office supplies Secondary Functions: Ensures that all agents balance at the end of each shift Monitors key inventory, safe deposit control and general supplies Member of the Safety Committee Ensures all dress standards are maintained by personnel Exercises good judgment based on occupancy percentages to determine occupancy levels insuring guest satisfaction is achieved Maintains files for all definite arrivals Communicates clearly with guests and coworkers Attends all vendor and company training Performs other duties as deemed necessary Specific Job Skills: Demonstrated ability to type a minimum of 50 wpm Ability to learn and efficiently utilize the facility’s reservation software program Competent organizational skills Read, write and speak English fluently Constant attention to detail and ability to meet deadlines as required Must be able to maintain confidentiality regarding guests’ credit information and takes all steps necessary to protect personal data Education and/or Experience: High school diploma or equivalent with two (2) years of customer service experience preferred Former Hospitality industry experience preferred. Basic understanding of accounting principles and front office procedures Computer literate as demonstrated by completing an assessment CPR Certification Job Conditions: Working conditions include working in an office setting with a computer, telephone, fax and other office equipment. Other working conditions may include working alone, or in a busy office with frequent interruptions. May have access to other management offices as needed to perform duties. Ability to adjust working schedule to meet the needs of the business, which may involve covering shifts on short notice. Physical Requirements: Ability to lift 30 lbs. while standing, twisting, or bending. Must be able to stand and/or sit for extended periods of time. This position will require working evenings, some weekends, and holidays in an effort to support the needs of the business.