Hotel Operations Supervisor

200_Mohegan_Sun Mohegan Tribal Gaming Authority - Mohegan Sun; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Mohegan Sun is seeking a 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 help hire, schedule, train, evaluate and counsel staff; address guest concerns promptly and monitor service quality to ensure WOW standards across the guest journey.

Qualifications

• High School Diploma or equivalent.
• Two years of front-office experience in a high-volume casino/hotel or luxury hotel environment.

Responsibilities

• Assist in hiring, scheduling, training, evaluating and counseling front desk, Concierge, VIP Check-In and Bell Services staff.
• Address guest concerns promptly.
• Run and review backup reports and ensure reports are current.
• Run and review manual override and room revenue potential reports.
• Complete over‑credit and non‑zero reports.
• Prepare, coordinate arrival and departure of corporate, convention and bus groups.
• Monitor WOW Customer Service Standards; conduct LRS surveys and track results.
• Ensure accurate daily room blocking (deposits and accessible rooms).
• Process daily due‑outs and express check‑outs to maximize room availability.
• Perform daily date‑roll, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions.

Skills

Communication

Organization

Multitasking

Basic computer skills

Education

High School Diploma or equivalent

Tools

LMS

LRS

HMS

RPOS

Lodgenet

Espresso

Telecheck

Time Lox/DC Onesystems

Job description

Position Summary

This position assists with the supervision, direction and ongoing training of the Front Desk, Concierge, VIP Check-In and Bell Services staff.

Key Responsibilities

• Assist in hiring, scheduling, training, evaluating and counseling of the Front Desk, Concierge, VIP Check-In and Bell Services staff.
• Address all guest concerns promptly.
• Run and review backup reports and ensure reports are current.
• Run and review manual override and room revenue potential reports.
• Complete over‑credit and non‑zero reports.
• Prepare, coordinate arrival and departure of corporate, convention and bus groups.
• Monitor employee and guest interactions per WOW Customer Service Standards; conduct LRS surveys and track results.
• Ensure accurate daily room blocking (deposits and accessible rooms).
• Process daily due‑outs and express check‑outs to maximize room availability.
• Perform daily date‑roll, including posting of room and tax, disputes, suspense, batching of telecheck machines and reporting functions.

Additional Responsibilities

• Assist guests with dinner, spa reservations and transportation needs.
• Keep staff aware of current guest service scores and develop ways to improve them.
• Conduct hourly pre‑shift meetings to brief staff on changes.

Qualifications and Experience

• High School Diploma or equivalent.
• Two years of front‑office experience in a high‑volume casino/hotel or luxury hotel environment.

Competencies

• Excellent written and verbal communication skills.
• Strong organizational and multi‑tasking skills with ability to delegate.
• Basic computer skills in Microsoft Word, Excel, Outlook.
• Knowledge of LMS, LRS, HMS, RPOS, Lodgenet, Bar Tech, Espresso, hotel paging system, Telecheck, Time Lox/DC Onesystems and related hotel operations software.
• Extensive knowledge of the property and local areas.
• High level of maturity to handle discriminating guest requests.
• Knowledge of the Mohegan Tribal Employment Rights Ordinance (TERO).

Training Requirements

• Understand Mohegan Sun corporate and department policies and procedures.
• Attend all required Human Resources Supervisor Training classes.

Physical Demands and Work Environment

• Office work environment.
• Must stand, reach, bend, or sit for extended periods.
• Must lift up to 100 lbs.
• Work various shifts and flexible hours.

Work Shift

Regular shifts.

EEO Statement

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.