Supervisor, Front Office

Hard Rock Hotel & Casino Ottawa; Wyoming; On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Benefits package

Job summary

Seminole Gaming is seeking a Supervisor-Front Desk to manage guest service representatives, ensuring guest satisfaction and high-quality service. The role requires coordinating check-ins, handling payments, and collaborating with Bell and Housekeeping to ensure room readiness.

The ideal candidate will have a High School Diploma (associate’s preferred) and at least 1 year of supervisory Front Desk/Hotel Operations experience, with strong communication and multitasking abilities.

Qualifications

• High School Diploma or equivalent required; associate’s degree in Hotel Management or related field preferred.
• 1 year of full-service Front Desk/Hotel Operations experience in a supervisory role.
• Strong communication and guest service skills; ability to manage multiple tasks with accuracy.

Responsibilities

• Supervise and coordinate guest service representatives to ensureGuest satisfaction and high-quality service.
• Assist staff with expediting payments and resolving billing issues.
• Process check-ins: confirm reservations, assign rooms, issue/activate keys, handle payments.
• Coordinate with other departments (Bell, Housekeeping) to ensure room readiness and guest needs.
• Maintain logbooks, balance cash at shift start/end, and train/coach team members.

Skills

Guest service skills

Communication skills

Multitasking

Attention to detail

Flexibility (nights/weekends/holidays)

Education

High School Diploma

Hotel Management or related field (associate’s preferred)

Tools

MS Office/AS400

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.