Supervisor, Front Office

Churchill Downs Incorporated; Louisville (KY); On-site; USD 42,000 - 60,000; Full time

Job summary

Churchill Downs Incorporated is seeking a Front Desk Supervisor to oversee the front desk, reservation, CMP system, Gift Shop and PBX areas on assigned shifts. You will act as MOD in absence of the Manager and ensure smooth hotel operations and guest satisfaction.

The role requires coordination with multiple hotel departments, knowledge of PMS, and a focus on maintaining high service standards in a fast-paced environment.

Qualifications

• Front desk leadership and guest service skills required.
• Experience supervising front desk staff or related customer service.
• Strong written and verbal communication abilities.

Responsibilities

• Supervise and support Front Office staff to ensure policies are followed while welcoming guests.
• Review and prepare for daily arrivals and look at business on book at least seven days out on a daily basis.
• Hold shift briefings to communicate daily events, VIPs, current hotel offerings, updated policies, weekly training topics, occupancy, day of selling strategy, etc.
• Maintain knowledge of hotel outlets, facilities and local events.
• Balance house with room types/rates, ensure correct settlement of room revenue and establish credit on accounts.

Skills

Guest service

Staff supervision

Communication

Schedule management

Education

High school diploma or equivalent

Tools

PMS system

Job description

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Derby City Gaming & Hotel boasts nearly 1,300 of the latest games, a grab-n-go restaurant, Oliver’s Chophouse & Bourbon Bar, a Kentucky Derby-themed hotel, and live music! The newly expanded Derby City Gaming & Hotel was voted one of the “Best Places to Work in Greater Louisville” by Louisville Business First

JOB SUMMARY

Responsible for the successful overall coordination and direction of all activities related to the front desk, reservation, CMP system, Gift Shop and PBX areas of the hotel on assigned shift, ensuring smooth and efficient operations in accordance with policies, procedures and objectives of hotel operations and customer service. Act as MOD for all Hotel departments in the absence of the Manager/Supervisor of the individual area.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise and support all Front Office staff to ensure policies and procedures are followed while welcoming guests.
• Review and prepare for daily arrivals and look at business on book at least seven days out on a daily basis
• Hold shift briefings to communicate daily events, VIPs, current hotel offerings, updated policies, weekly training topics, occupancy, day of selling strategy, etc.
• Maintain knowledge of all of hotel outlet offerings, facilities and local area events
• Account for daily yielding, balancing of house with room types/rates, correct settlement of room revenue and ensure credit is established on all accounts in accordance with proper accounting procedures
• Address any credit concerns and communicate any outstanding issues to the next shift manager for follow-up
• Ensure accurate guest data is inputted into PMS profile including comments, history, etc.
• Report and follow up on any guest issues while maintaining a high level of confidentiality will all guest information
• Maintain a detailed log with all guest issues and resolutions
• Communicate hotel’s needs to appropriate departments to ensure room availability and open calls are being addressed in a timely manner with follow-up to the guest that issue is satisfactorily resolved
• Assist with implementation of new policies and procedures and also ensure staff has adherence of existing grooming and attendance policies
• Assist with the training process of new hires and identify training needs with existing employees by weekly focus on “topics of the week”
• Drive Hotel scores and share positive feedback and address on an individual basis with any negative feedback
• Maintain a positive and professional environment in guest areas and in back of the house that motivates and inspires the staff.
• Must possess basic ability to analyze and understand forecasts and budgets
• Assist with scheduling and covering shifts as needed.
• Other duties as assigned

REQUIRED SKILLS AND ABILITIES

• Ability to work in a fast-paced environment and interact with internal departments.
• Understand and represent Derby City Gaming’s image and reputation both at work and at external functions.
• Maintaining a professional working relationship among personnel.
• Oral and written communication skills.
• Must be able to work in a fast-paced environment on several promotions simultaneously.
• Lift up to 25lbs

EDUCATION AND EXPERIENCE

• High school diploma or equivalent
• Experience preferred in front desk management or related customer service experience.
• Valid gaming license.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.