HK Hotel Front Desk Supervisor /GR $20 to $30

Grand Casino Hinckley; Hinckley (MN); On-site; USD 42,000 - 64,000; Full time

Job summary

Grand Casino Hinckley in Hinckley, MN is seeking a Hotel Guest Services Supervisor to oversee all hotel departments, ensuring smooth operations and exceptional guest service. You will guide the Front Desk team, handle guest inquiries, train staff, post charges, and manage payments to maintain high satisfaction.

You may cover Night Auditor or Bell Person duties when needed. This role rewards guest focus, teamwork, and professionalism with opportunities for growth within Mille Lacs Band

Qualifications

• Experience leading and supervising a diverse hotel team and delivering efficient service.
• Proven ability to provide exceptional guest experiences and resolve concerns quickly.
• Excellent verbal and written communication with guests, staff and management.
• Strong problem-solving and quick decision-making to maintain guest satisfaction.
• Willingness to work across roles and peak hours to support the team and reduce wait times.
• Experience training, directing, coaching, and counseling staff.
• Maintain professional demeanor, appearance, attendance and punctuality.

Responsibilities

• Guide and support the Front Desk team to ensure efficient operations and positive guest feedback.
• Provide courteous service to guests at arrival, during stay, and at departure with accurate information.
• Train and oversee Front Desk associates workflows and processes.
• Address and resolve issues through coaching front desk staff to maintain high-quality operations.
• Resolve guest concerns quickly to ensure high satisfaction and service quality.
• Ensure safety by following check-in procedures and reporting suspicious activity.
• Communicate issues regarding guests, associates, or guestrooms to Hotel Management.
• Provide technical support to Front Desk and Housekeeping teams as needed.
• Post charges to guest accounts and manage payment processing.
• Ensure reservations have payment methods and handle outstanding balances.
• Facilitate communication across the property during shifts.
• Review findings reports and determine responses to guest issues for fair settlements.
• Ensure compliance with guest service policies and procedures.
• Cover Guest Service Agent, Bell Person, and Night Auditor roles when staffing demands require.
• Assist at Front Desk during peak check-in/out times to reduce guest wait times.
• Perform other duties as assigned to contribute to team success.

Skills

Team leadership

Guest experience

Communication

Problem solving

Flexibility

Coaching

Professionalism

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

For current employees of Mille Lacs Corporate Venture and its subsidiaries, please login to Workday and visit the Jobs Hub for internal career opportunities.

The Opportunity

As the Hotel Guest Services Supervisor for Grand Casinos, you will be responsible for the successful overall supervision of all activities related to all Hotel Departments, ensuring smooth and efficient operation, maximum occupancy, and optimum Guest service experience.

What you get to do

• Guide and support the Front Desk team in their daily duties to ensure efficient operations and positive Guest feedback.
• Provide professional and courteous service to Guests during arrival, departure, and throughout their stay, offering accurate information and timely assistance.
• Train and oversee the Front Desk's Associates workflow and processes.
• Address and resolve issues, coaching and counseling the Front Desk team to maintain high-quality operations.
• Quickly and efficiently resolve Guest concerns to ensure high levels of satisfaction and quality service.
• Ensure safety by adhering to Guest check-in procedures and reporting any suspicious activities.
• Communicate any issues regarding Guests, associates, or Guestrooms to Hotel Management.
• Offer technical support to Front Desk and Housekeeping staff as needed.
• Post charges to Guest accounts and manage payment processing.
• Ensure all reservations have a form of payment and address accounts with outstanding balances.
• Facilitate communication throughout the property during your shift.
• Review reports of findings and recommend response to Guest issues, considering nature and complexity of issues, requirements, and actions to ensure settlements are made correctly and satisfactorily.
• Ensure compliance with established Guest service policies and procedures.
• Assume the roles of Guest Service Agent, Bell Person, and Night Auditor when necessary due to staffing demands.
• Assist at the Front Desk during peak check-in and check-out times to reduce wait times for Guests.
• Perform other departmental duties as assigned to contribute to the overall success and efficiency of the team.

What We Look for In a Person

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

What We Offer You

• We have a fun, energetic personality and are adventurous, creative, and open minded.
• We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty).
• Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
• We are a career accelerant, which means developing our Associates is one of our main priorities.
• We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
• A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.

What Qualifies You

• One (1) year of hotel, hospitality, or customer-service experience in a role overseeing others’ work or projects — assigning tasks, training staff, monitoring performance or outcomes to goals, and holding some responsibility for the team’s or department’s results; or
• An equivalent combination of demonstrated leadership experience through employment, community involvement, tribal organizations, military service, volunteer activities, training responsibilities, or other comparable experiences.
• Must be able to secure license from Gaming Regulatory Authority (GRA).
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

Physical Needs

• Talk and hear; ability to communicate effectively.
• See and adjust focus to include close, distance, depth, and peripheral vision.
• Stand, walk, run, sit, (up to 8 hours) balance, stoop, kneel, climb, crouch, and/or crawl.
• Handle objects, tools, and controls; reach with arms and hands.
• Be able to lift and carry objects up to twenty-five (25) lbs.

Must Have Skills

• Ability to lead, supervise, and support a diverse team, ensuring efficient operations and high-quality service.
• Strong focus on providing exceptional Guest experiences, with the ability to address and resolve concerns effectively.
• Excellent verbal and written communication skills to interact with Guests, team members, and management.
• Aptitude for identifying issues, making quick decisions, and implementing solutions to maintain Guest satisfaction and operational efficiency.
• Willingness to work in various roles and during peak hours as needed to support the team and reduce Guest wait times.
• Skill in training and directing team members, with the ability to coach and counsel staff to foster a productive work environment.
• Maintaining a professional demeanor and appearance, with a commitment to regular attendance and punctuality.