Lodge Supervisor

Reasors Food Stores; Hayward (WI); On-site; USD 58,741,000 - 70,489,000; Full time

Job summary

Sevenwinds Casino, Lodge & Conference Center in Hayward, WI seeks a Lodge Supervisor to partner with the Hospitality Manager. You will ensure front desk staffing, supervise Front Desk Clerk, Group Sales and Night Audit roles, and maintain service standards.

Responsibilities include interviewing, hiring, training, conducting appraisals, scheduling, managing inventories, learning the Hotel Management System, and upholding safety and policy compliance. Native American preference applies.

Qualifications

• Must be at least 18 years of age.
• Two to three years of supervisory/management experience in hospitality.
• At least one year of bookkeeping/accounting experience in a computerized environment.
• Strong customer service skills with direct guest interface.
• Highly organized, detail-oriented, analytical and accurate.
• Excellent written and oral communication skills.
• Must complete Title "31" training.
• Must obtain a key gaming license.

Responsibilities

• Supervise front desk team and assist Hospitality Manager in hiring, training and performance reviews.
• Train and coach staff on duties and standards.
• Conduct performance appraisals and salary reviews.
• Maintain rules, policies and procedures verbally and in written form.
• Create weekly schedules based on forecasts and demand.
• Manage inventories and order supplies for the office.
• Operate the Hotel Management System and adjust rates as needed.
• Troubleshoot office equipment and maintain a hot line for emergencies.
• Respond calmly to guest situations and coordinate with appropriate personnel.
• Learn fire alarm systems and room configurations and rate structures.
• Communicate policy changes to front office staff and guests.
• Resolve guest complaints and authorize discounts when appropriate.
• Participate in departmental or general meetings.
• Maintain professional appearance and enforce standards.

Skills

Customer service

Leadership

Staff supervision

Communication

Problem solving

Education

High school diploma or equivalent

Bookkeeping or accounting training

Tools

Hotel Management System

Job description

• Location 13767 W COUNTY ROAD B,Hayward, WI, 54843,United States
• Base Pay $20.50 - $24.60 / Year
• Job Category Lodge
• Employee Type Probationary Full-Time
• Manage Others Yes

• Phone [phone]

Basic purpose or function: The Lodge Supervisor, in coordination with the Hospitality Manager , is responsible for providing the highest standard in guest services by ensuring that all necessary positions and shifts at the front desk are adequately staffed with trained personnel.

Job Duties

• Will assist the Hospitality Manager in interviewing, selecting, hiring, training, and supervising the front office team members in the positions of Front Desk Clerk, Group Sales and Night Audit.
• Train, retrain, counsel and coach all front office team members in their duties, responsibilities, and requirements when necessary.
• Conduct performance appraisals and annual salary reviews.
• Know and enforce established rules, regulations, policies and procedures of the department, hotel, and casino complex in verbal and written form through the disciplinary process.
• Produce weekly schedules and work assignments by examining business forecasts and anticipating service demand.
• Conduct regularly scheduled inventories for supplies, materials and printed items and submit orders to ensure that the office maintains adequate amounts in stock.
• Must acquire expert ability in the use of Hotel Management System. This may involve programming or adjusting new room rates, room configurations, guest types, segments, and tariffs.
• Gain technical knowledge about all office equipment sufficient to trouble shoot any problems, which may arise throughout the workday.
• Maintain a Hot Line Index for emergency assistance for all equipment machines and services.
• Must be proficient in the use of a computer keyboard, 10 key, credit card authorization/charge machine,key card coder, phone system, printer, fax, and copier machines.
• Required to learn how to calmly respond to emergency guest situations and to contact the appropriate personnel or agencies to maximize safety.
• Must learn the fire alarm system sufficiently enough to determine the location of potential fire danger and to disarm and rearm the alarm system.
• Must learn all guestroom configurations, types, and location in the building.
• Must know all rate structures, discount packages and comp. room authorization procedures and requirements.
• Communicate with security and/or local law enforcement to report suspicious, illegal, or dangerous activities, conditions, situations, or persons and document these actions on incident or accident report forms.
• Be available to diplomatically resolve conflicts or misunderstanding between guests or guests and team members.
• Actively conduct or participate in departmental or general meetings.
• Exhibit professional attitude and appearance setting an example for team members.
• Must maintain and enforce appearance and image standards regarding grooming, hygiene, and dress.
• Manage property access keys to ensure safety of guests and to prevent loss of hotel assets.
• Communicate with all front office staff about any new information regarding changes or additions in policy or procedure or with services, entertainment or any other operational business that may affect them or the guests.
• Assesses guest dissatisfaction complaints about service or accommodations and authorized discounts or refunds dependent on the severity and degree of the situation.
• Must be available and able to work any shift or position in the front office when needed or required.
• Perform other duties as assigned.

Job Qualifications

• Must be at least 18 years of age.
• High school graduate or equivalent.
• Two to three years previous supervisory/management experience or training in the hospitality industry.
• At least one year of training or experience in bookkeeping or accounting in a computerized environment.
• Strong customer service experience with direct guest interface.
• Must be very well organized, detail oriented, analytical, and accurate.
• Must possess strong problem-solving skills with mathematics, logistics and office software programs.
• Ability to assume and express a leadership role with excellent diplomacy skill.
• Ability to effectively handle multiple high stress tasks simultaneously.
• Requires self-motivation and strong sense of responsibility.
• Must possess excellent written and oral communication skills.
• Must have good motivational skills with a friendly positive attitude.
• Must complete Title “31” training.
• Must obtain a key gaming license.

Native American preference applies to all candidates for this position.

If you are unable to apply online, submit information to:

Sevenwinds Casino, Lodge & Conference Center