Supervisor, Front Office

Seminole Hard Rock Support Services; Florida; On-site; USD 38,000 - 52,000; Full time

Job summary

Seminole Hard Rock Support Services is seeking a Supervisor-Front Desk to lead guest service representatives and ensure high-quality guest experiences. You will oversee check-ins, payments, and coordination with housekeeping while maintaining strong staff leadership.

The role requires supervisory Front Desk/Hotel Operations experience, excellent communication, and solid computer skills. Flexibility for nights, weekends, and holidays is essential in a fast-paced hotel environment.

Qualifications

• High School Diploma or equivalent required.
• 1 year of supervisory Front Desk/Hotel Operations experience preferred.
• Strong communication and guest-service orientation required.
• Proficient computer skills including MS Office and AS/400.

Responsibilities

• Assist staff with expediting payments and guest charges.
• Process guest check-ins by confirming reservations, assigning rooms, and issuing room keys.
• Balance cash receipts and process all payment types.
• Coordinate with Housekeeping and other departments to prepare rooms.
• Train and coach staff; uphold fair treatment policies.
• Report accidents and unsafe conditions; complete safety training.

Skills

Guest service

Supervisory experience

Multitasking

Communication skills

Computer skills

Education

High School Diploma

Associate degree in Hotel Management or related field

Tools

MS Office

AS/400

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

The Supervisor-Front Desk is responsible for managing and coordinating the activities of guest service representatives to ensure guest satisfaction while motivating and encouraging staff to provide high-quality guest service.

Essential duties include, but are not limited to:

- Assist staff with expediting payments (e.g., problems processing credit card).
- Follow up with guests regarding satisfaction with guest-related issues.
- Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
- Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in. Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Block rooms in the computer and identify designated requirements and requests.
- Contact appropriate individuals or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, requests, problems. Coordinate with Housekeeping to track readiness of rooms for check-in.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
- Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
- Report accidents, injuries, and unsafe work conditions to managers; complete safety training and certifications

Qualifications

- Must have High School Diploma, associate’s degree in Hotel Management or related field preferred
- One (1) year of full-service Front Desk/Hotel Operations experience in a supervisory role
- Must be able to manage multiple tasks with attention to detail
- Must have strong communication skills, phone etiquette and exceptional guest service skills
- Must possess computer skill to include MS Office/AS400
- Must be able to work standing/sitting for long periods of time
- Must be able to work nights, overnights, weekends, and holidays

Work Environment:

- Duties and responsibilities are typically performed in the hotel and back of house of the property, which can be fast paced. Also, there may be times when you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, secondhand smoke and excessive noise.
- While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Employment Process:

Seminole Gaming’s employment process requires candidates to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations, prior to beginning employment. These background checks may include, but are not limited to:

- Credit Check
- Criminal Background Check
- Drug Screen

Disclaimer While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.