Front Services Supervisor - Requisition #856152

Pechanga; Temecula (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

Pechanga Resort Casino in Temecula, CA is seeking a Front Service Supervisor to oversee the valet, bell desk, and transportation teams while upholding Four Diamond standards. You will guide guest interactions, supervise staffing, and ensure service excellence across departments.

The role requires strong communication, leadership, and the ability to manage busy operations, with a requirement to be on your feet most of the shift and to collaborate across teams.

Qualifications

• Requires at least a high school diploma or GED.
• Associate's degree or equivalent is a plus.

Responsibilities

• Provide clear direction to guests and team members.
• Supervise staff including recruitment, training, counseling, performance evaluation and discipline.
• Respond to guest inquiries in a positive, articulate manner.
• Organize and prioritize work to meet deadlines.
• Remain calm and lead by example during emergencies or busy periods.
• Conduct pre-shift meetings and participate in requested meetings.
• Monitor workload distribution and balance.
• Develop short and long-term goals and improvements for guest satisfaction.
• Walk or stand for 80% of the shift.
• Collaborate with other departments on service issues and guest expectations.
• Input information using a moderately complex computer system.
• Maintain neat, clean, and well-groomed appearance.

Skills

Great smile

Positive attitude

Eye contact

Work under stress

Professional demeanor

Supervise & delegate

Weekend/holiday availability

Flexible hours/shifts

Education

High school diploma or GED

Associate's degree or equivalent

Job description

GENERAL SUMMARY

The Front Service Supervisor promotes and maintains the utmost integrity and the highest caliber of guest service to all guests within the Hotel operation. This position also supervises the Valet, Bell Desk, and Transportation.

FOUR DIAMOND SERVICE AGREEMENT

All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).

KEY RESPONSIBILITIES

• Provide clear direction, instruction, and guidance to guests and Team Members.


• Supervise staff including recruitment, training, counseling, performance evaluation and discipline.


• Listen and respond to guest inquiries in a positive and articulate manner.


• Organize and prioritize work in order to meet deadlines.


• Remain alert and calm, especially during emergency situations and/or heavy activity, serving as a leader and role model for other Team Members.


• Ability to conduct pre-shift meeting and attend and participate in various meeting upon request.


• Monitor performance to ensure workload is distributed and balanced appropriately.


• Develop and recommend short and long term goals.


• Develop and recommend improvements that support business plans improving over all satisfaction.


• Ability to walk or stand for 80% of the shift.


• Collaborate with other departments in regards to service issues and guest expectations.


• Access and input information using a moderately complex computer system.


• Maintain neat, clean, and well groomed appearance.


• Develop, recommend, and implement policies and procedures and make sure all guidelines are being followed.


• Other duties as assigned.

ACCOUNTABILITY

The Front Service Supervisor position has supervisory responsibilities including departmental corrective actions and Team Member relation issues. The Team Member is responsible for protecting the assets of PRC.

EDUCATION/EXPERIENCE/TRAINING

At least 2 years’ relative experience is preferred to successfully perform this job. A High school diploma or general education degree (GED) is required as well. Associate's degree (A. A.) or equivalent from two-year College or technical school is a plus

COMMUNICATION SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to guests, clients, and other Team Members of the organization. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of guests or Team Members of the organization. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from guests, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra.

REASONING ABILITY

Ability to solve practical problems and work with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and work with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must qualify to obtain and maintain a class "A" gaming license.


• Valid Class "C" driver’s license.

SKILLS/ABILITIES

• Great smile and a good attitude.


• Make eye contact while speaking.


• Ability to work under stressful situations being mentally strong and able to cope with many challenges.


• Professional demeanor.


• Ability to supervise and delegate tasks.


• Must be willing to work weekends and/or holidays when necessary.


• Must be flexible with hours and / or shifts.