Supervisor - Front Desk Night Audit

Grand Falls Casino Resort, LLC; Larchwood Township (IA); On-site; USD 28,000 - 32,000; Full time

Job summary

Grand Falls Casino & Golf Resort is seeking a Night Audit Supervisor to oversee Call Center, Front Desk, Bell Hop and Night Custodian teams. You will hire, schedule and train staff, while resolving guest issues with a calm, professional demeanor.

The role requires overnight shifts, strong customer service, and the ability to adapt to a 24/7 operation. TIPS certification and an Associate’s degree or supervisory experience are preferred.

Qualifications

• Previous hospitality experience preferred but not required.
• Associate’s degree or relevant supervisory experience.
• TIPS certified on property.
• Overnight shifts.
• Recognize the resort is a 24/hour 365 day a year operation, flexibility in shifts required.
• Pre-employment drug test required. Arranged by Grand Falls upon offer of employment.

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.
• 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 a busy 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.

Skills

Customer service

Scheduling

Coaching & training

Conflict resolution

Professionalism / appearance

Time management

Education

Associate’s degree or relevant supervisory experience

TIPS certified on property

Job description

The Night Audit Supervisor oversees the Call Center, Front Desk, Bell Hop & Night Custodian positions. They are responsible for hiring, scheduling and training the employees in these areas. 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.

Essential Functions

• 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.
• 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 a busy 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.

Required

• Previous hospitality experience preferred but not required
• Associate’s degree or relevant supervisory experience
• TIPS certified on property.
• Overnight shifts
• Recognize the resort is a 24/hour 365 day a year operation, flexibility in shifts required.
• Pre-employment drug test required. Arranged by Grand Falls upon offer of employment.

Schedule

Full Time

$20.50 w/premium pay + profit sharing

Grand Falls Casino & Golf Resort is an Equal Opportunity Employer dedicated to non-discrimination in employment. We select the best qualified individual for the job based on job-related qualifications regardless of race, age, color, religion, sex, national origin, ancestry, marital status, sexual preference, disability or any other status protected by applicable law.