Front Office Supervisor

Mohegan Sun; Wilkes-Barre (Luzerne County); On-site; USD 19,000 - 28,000; Full time

Job summary

Mohegan Sun is seeking a Front Desk Supervisor to oversee guest check-in, room assignments, payments, and issue of keys, while coordinating with housekeeping and maintenance to ensure smooth operations. You will train front desk staff, manage reservations, and ensure adherence to cash handling and service standards.

Candidates should have 2–4 years in hospitality at a hotel/casino resort, strong organizational and communication skills, and proficiency with Microsoft Office.

Qualifications

• 2–4 years of hospitality experience at a hotel/casino resort complex.
• Strong organizational, managerial and communications skills.
• Proficient with Microsoft Office (Excel, Word, Outlook and PowerPoint).
• Experience inputting and accessing information in PMS/POS systems.
• Ability to work various shifts, weekends, holidays and flexible hours.
• Must be able to withstand prolonged standing.

Responsibilities

• Oversees that guests are welcomed, registered into the hotel’s computer system and assigned an appropriate room or suite.
• Verifies and collects guests’ payments, issues room keys and contacts housekeeping or maintenance when guests report a problem.
• Provides front desk clerks with necessary training and support.
• Maintains front desk equipment and supplies, and controls access to safe deposit boxes.
• Tracks and posts charges to guests’ accounts; balances accounts and conducts nightly financial audits; handles patron comments and complaints to management.
• Ensures front desk staff is trained in check-in/out procedures, telephone procedures, shift procedures, hotel amenities and the computer system.
• Ensures staff follows cash handling, vouchers, inventories, and receivables procedures.
• Processes Players Club applications and issues Players Cards to interested guests.

Skills

Hospitality experience

Organizational skills

Communication skills

Inter-personal skills

Tools

Microsoft Office

Property Management System

POS system

Job description

Starting at $17.10 per hour

Job Duties

• Oversees that guests are welcomed, registered into the hotel's computer system and assigned an appropriate room or suite. Performs various tasks, such as making or confirming reservations, verifying and collecting guests' payments, issuing room keys and contacting housekeeping or maintenance when guests report a problem. In addition to managing the daily operations of the front desk, provides front desk clerks with necessary training and support. Maintains all essential front desk equipment and supplies, as well as controlling guests' access to safe deposit boxes.
• Other responsibilities might include tracking and posting appropriate food, liquor or telephone charges to guests' accounts; completing bookkeeping duties, like balancing accounts and conducting nightly financial audits; and recording and referring patron comments and complaints to the appropriate hotel management.
• Ensures front desk staff is trained in all front desk operations, including check in/out procedures, telephone procedures, overall shift procedures, hotel amenities and computer system.
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.
• Processes Players Club applications and issues Players Cards to interested guests.
• Performs other related duties as assigned. Must possess excellent inter-personal skills with an ability to foster a supportive and enabling team environment. Promotes superior guest service.

Minimum Qualifications

• Two to four years of hospitality experience at a hotel casino resort complex.
• Must have strong organizational, managerial and communications skills.
• Excellent working knowledge of Microsoft Office (Excel, Word, Outlook and PowerPoint).
• Ability to input and access information in the property management system/computers/point of sales system.
• Must be able to work various shifts, weekends, holidays and flexible hours.
• Must be able to withstand prolonged standing.

Work Shift: Regular