Overnight Hotel Front Desk- Supervisor - Part time and Full Time

Grand Falls Casino and Golf Resort; Larchwood Township (IA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading casino and resort in Iowa is seeking a Front Desk Supervisor to ensure exceptional customer service in the Call Center and Front Desk. The role involves handling guest complaints, scheduling staff, and providing ongoing training. Ideal candidates should possess excellent communication skills, be personable, and able to work flexible hours, including nights and weekends. This position offers an opportunity to work in a dynamic environment, contributing to guest satisfaction and team collaboration.

Qualifications

• Exceptional customer service to all customers.
• Ability to handle guest problems and complaints effectively.
• Strong communication skills to maintain open dialogues.

Responsibilities

• Provide exceptional customer service to guests.
• Schedule and hire new employees.
• Handle guest complaints in a timely manner.
• Support staff training and development.

Skills

Customer service skills

Excellent communication skills

Ability to handle complaints

Teamwork

Problem-solving skills

Organizational skills

Professional appearance

Job description

Front Desk Supervisors assist with ensuring the best in customer service for the Call Center, and Front Desk. Front Desk Supervisors are required to handle all guest problems and complaints in a timely and efficient manner while maintaining a positive and helpful attitude. Front Desk Supervisors provide on-going staff training and continue to keep communications between the Hotel Director, Front Desk Manager and front desk staff open and current.

Essential Duties and Responsibilities

• Provide exceptional customer service to all internal and external customers.
• Schedule, interview and hire new employees in the call center, front desk and custodian positions.
• Provide feedback and coaching to employees when necessary.
• Handle all guest problems and complaints in a timely and efficient manner while maintaining a positive and helpful attitude.
• Ability to tolerate angry or upset customers
• Excellent communication skills
• Know and follow company policy and procedures
• Must be personable and willing to establish a rapport with guests
• Must be able to conform to a professional look
• Must be able to work a flexible schedule to include nights, weekends and holidays.
• Knowledgeable in all casino areas, marketing programs, safety & security operations.
• Must be punctual
• Refined verbal and written communication skills
• Ability to work under frequent time pressures in an interruptive environment.
• Prioritize, organize and follow up
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest information and pertinent hotel data.

Be a clear thinker, remaining calm and resolving problems using good judgment.