Front Desk Supervisor

DeKalb Health; Battle Creek (MI); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical benefits

No copay NOMI program

Volunteer Time Off (VTO)

Paid time off (PTO)

Incentive programs

Team dining discount

Job summary

FireKeepers Casino Hotel is seeking a Front Desk/Guest Services professional in Battle Creek, MI. You will oversee Front Desk staff including Agents and Bell Staff, ensuring guest satisfaction and adherence to service standards.

Starting pay is $17.88 per hour with potential annual increases. This full-time role requires a high school diploma, and offers benefits and opportunities to grow within a vibrant casino hotel environment.

Qualifications

• Experience in a 200-room hotel or larger is preferred.
• Proficient with Windows applications (Word, Excel, Outlook, PowerPoint).
• Knowledge of Property Management System, Key Control and POS processing systems.

Responsibilities

• Prioritizes tasks and maximizes Front Desk efficiency.
• Handle guest complaints and recovery with staff involvement.
• Maintain data accuracy in computer systems related to housekeeping, facilities, marketing and key control.
• Ensure guest security and proper key controls are followed.

Skills

Guest service

Communication

Team leadership

Problem solving

Education

High school diploma

Tools

PMS (Property Management System)

Key Control

POS systems

Microsoft Office

Job description

• Location 11177 MICHIGAN AVE E,BATTLE CREEK, MI, 49014-8904,United States
• Base Pay $17.88 / Hour
• Job Category Hotel Front Desk & Housekeeping
• Employee Type Full Time
• Required Degree High school

Contact information

• Name Koty Kirincic
• Phone [phone] x3

Step into a workplace that’s as exciting as it is rewarding!

FireKeepers Casino Hotel delivers a high-energy environment with vibrant entertainment, a strong team culture, and real opportunities to grow. Recognized as one of Michigan's Top Employers by Forbes, GlassDoor, and Michigan Works, we're proud to invest in our Team Members every step of the way.

• Grow your career with development programs and opportunities to advance from within.
• Comprehensive medical benefits, including exclusive access to the NOMI network, providing a “no copay” advantage.
• Give back through Volunteer Time Off (VTO).
• Generous PTO plan to recharge and reset.
• Incentive programs that recognize your contributions.
• Low-cost Team Member dining, provided by our award-winning culinary team.

SHIFTS AVAILABLE:

Varied

PAY:

Starting at $17.88 per hour, with opportunities for annual increases.

REPORTS TO:

Front Desk Manager

SCOPE OF POSITION:

Responsible for managing the daily needs of our guests; overseeing the performance and work product of the front desk staff (Front Desk Agents and Bell Staff); ensuring guest satisfaction; meeting departmental quality and service standards; and achieving an atmosphere of superior guest service, all while managing all areas of the hotel according to FireKeepers Casino Hotel standards. Ensures the Front Desk Team is a fun, friendly, vibrant, upscale, and they create a safe environment for guests and team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

Prioritizes assignments, orders tasks, and maximizes efficiency and effectiveness of Front Desk.

Understands causes of guest dissatisfaction and design guest recovery methods that are satisfactory for both the guest and the company.

Empowers front desk staff to assist in responding to guest complaints through training and involvement in active guest recovery.

Gains and maintains knowledge of all appropriate computer systems, including software and programs related to housekeeping, facilities, marketing and key control.

Establishes rapport with guests and anticipates their needs.

Empowers front desk staff to deliver guest service by encouraging and rewarding responsiveness.

Inputs and accesses data in a computer, with attention to detail, speed, accuracy, and follow-through.

Works effectively and efficiently with other departments, most commonly Valet, Facilities, Housekeeping and Security.

Adheres to all cashiering and money handling procedures, including guest account accuracy, posting charges and payments, shiftwork balancing, and cash bank management.

Ensures the front desk staff is following all applicable hotel policies, procedures and standards.

Is able to perform all the duties and responsibilities of Guest Service Representatives and Front Desk Agents.

Ensures guest security by following proper protocol and maintaining proper key control.

Maintains the highest level of confidentiality.

Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.

Business demand may require working extended hours or any shift or combination of both.

Outstanding example of and a credit to FireKeepers Casino Hotel.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include maintaining sufficient staffing levels; interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Directly supervises the staff of the Front Desk Agents, Night Auditors, and Guest Services Representatives. Indirectly supervises all employees in the assigned departments that provide core support services to the property.

MINIMUM REQUIRED QUALIFICATIONS

An applicant's education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate's education, training and competencies through the interview process, testing and methods.

GENERAL OR PREFERRED QUALIFICATIONS

Experience in a 200-room hotel, or larger, with AAA Four Diamond Designation or better. Proficient at Windows applications, including but not limited to: Word, Excel, Outlook and PowerPoint. Knowledge of Property Management System, Key Control and Point of Sales Processing systems. Three years of direct guest service experience in a non-supervisory capacity. Two years of Front Desk supervisory experience.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.