Hotel Operations Supervisor: Guest Experience Lead

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

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.