Hotel Operations Supervisor

Mohegan Tribal Gaming Authority - Mohegan Sun; Mohegan (CT); On-site; USD 52,000 - 70,000; Full time

Job summary

Mohegan Sun is seeking an experienced Front Desk Supervisor to assist with the supervision, direction and ongoing training of Front Desk, Concierge, VIP Check-In and Bell Services staff.

You will manage guest concerns, ensure daily blocking and reporting accuracy, and support coordination of corporate and group arrivals, departures, and special requests to uphold premium service standards.

Qualifications

• High School Diploma or equivalent required.

Responsibilities

• Assist in hiring, scheduling, training, evaluating Front Desk, Concierge, VIP Check-in and Bell Services staff.
• Address guest concerns promptly to uphold WOW Customer Service Standards.
• Oversee room blocking, deposits, and express checkouts to maximize room availability.
• Coordinate corporate, convention, and group arrivals and departures with accuracy.

Skills

Communication

Organizational skills

Customer service

Leadership

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

LMS

LRS

HMS

RPOS

Lodgenet

Espresso

Telecheck

Time Lox/DC One

Job description

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIESIF YOU ARE AN EXISTING TEAM MEMBER, PLEASE CLICK THE FOLLOWING LINK TO BE TAKEN TO THE INTERNAL CAREER SITE: MOHEGAN INTERNAL CAREER SITEJob DescriptionPosition Summary:This position is responsible for assisting with the supervision, direction and on going training of the Front Desk, Concierge, VIP Check-In and Bell Services staff.Primary Duties and Responsibilities: includes but not limited to:Assists in the hiring, scheduling, training, evaluating and counseling of the Front Desk, Concierge, VIP Check-in and Bell Services staffAddresses all Guest concerns in a timely mannerEnsures back-up reports are run and documents are currentRuns and reviews Manual over-ride report and room revenue potentialResponsible for the completion of the over the credit and non-zero reportsCompletes the preparation, arrival and departure of all corporate, convention and bus groupsMonitors employee and guest interactions according to the WOW Customer Service Standards by conducting surveys of customer service levels through LRS and tracking the resultsMonitors the accurate completion of daily room blocking (i.e. deposits and accessible rooms)Processes due-outs and express checkouts daily, and in a timely manner, to ensure maximum availability of rooms on the hotel rackPerforms the daily date-roll process, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functionsSecondary Duties and Responsibilities:Assists guests in making dinner and spa reservations as well as transportation needsKeeps staff aware of the Current Guest Service Scores and develops ways to increase themPerforms pre-shift meetings on an hourly basis to keep staff informed of changesMinimum Education and Qualifications:High School Diploma or equivalentTwo years of hotel front office experience in a high volume, complex casino/hotel environment or four or five star luxury hotelCompetencies: Incumbent will master the following competencies while in this position:Excellent written and verbal communication skillsStrong organizational and multi-tasking skills and the ability to delegate tasksBasic computer skills in Microsoft Word, Excel and OutlookKnowledge of LMS, LRS, HMS, RPOS, Lodgenet, Bar tech, Espresso, Hotel paging system, Telecheck, Time Lox/DC Onesystems and any other software system used in Hotel OperationsExtensive knowledge of the property and local areas and destinationsPossesses a high level of maturity to deal with the most discriminating guest requests and requirementsKnowledge of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employmentTraining Requirements:Knowledge of Mohegan Sun corporate and department policies and proceduresMust attend all appropriate Human Resources Supervisor Training classesPhysical Demands and Work Environment:Office work environmentMust be able to stand, reach, bend or sit for extended periods of timeMust be able lift up to 100 lbs.Must be able to work various shifts and flexible hoursThis is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.Work Shift:RegularKnock, knock. Hear that sound? That's opportunity!.Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.