HOTEL FRONT DESK SUPERVISOR

POSITION DESCRIPTION

Job Title: Front Desk Supervisor 

Department:  Hotel         

                        Reports to:  Hotel Manager

                        FLSA Status: Non Exempt           

CENTURY CASINO CAPE GIRARDEAU

At Century Casino Cape Girardeau, we offer exciting entertainment options to our guests every day.  From live table games, to over 800 slot machines, two restaurants, and live entertainment, we have something for everyone!  Our newest addition of a 69-room hotel with sweeping views of the Mississippi River adds more opportunities for our visitors to stay and play right here at Century Casino Cape Girardeau.  Our team of over 200 staff are committed to providing the best entertainment experience for our guests.

POSITION SUMMARY

Century Casino Cape Girardeau is seeking an ambitious leader to join our team as the Front of House Supervisor at our world class casino on the banks of the Mississippi River in downtown Cape Girardeau.  Successful candidates will excel at creating an atmosphere of superior customer service for our guests.   The Front of House Supervisor will deliver a luxury guest experience from pre-arrival to post departure and every moment in between.  Century Casinos are proud to provide a workplace for our team members that focuses on training, development, and advancement.  Come and help make Century Casino Cape Girardeau’s new hotel the entertainment destination in SE Missouri.

ESSENTIAL POSITION DUTIES & RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions.   Other reasonable duties may be assigned.

Customer Service

• Interact with all guests and team members to positively influence the guest and team member experience. Demonstrate resilience when faced with difficult situations under all types of business conditions. Work effectively and courteously with fellow team members.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
• Handle all guest challenges that arise and turn around guest challenges to exceed expectations, and create repeat clientele.

Management/Leadership 

• Responsible for supervising and managing team members at Front Desk, Night Audit, and Coffee Outlet.
• Work to implement new technology and processes to keep the hotel on the forefront of new innovation.
• Maintains team member schedules, reviews, updates, and approves team member timecards in ADP.
• Interviews potential team members, coaches, prepares and disciplines team members as required.
• Assists in the training of new team members, handles team member complaints and problems.
• Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
• Develops, implements, and manages standard operating procedures.
• Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction.
• Assists in the budget process for the department and provides recommendations; ensure compliance to departmental budget initiatives; verifies monthly financial statements and communicates any issues to finance.

Operations

• Completes monthly inventory of hotel supplies including Sundry Shop, in compliance with SOX controls.
• Maintains working relationships and communicates with all departments.
• Operates all aspects of the front office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Can carry out all responsibilities and duties of Front Desk Agents, Concierges and Baristas when necessary.

Compliance

• Responsible for ensuring regulatory compliance within the area of authority and reporting potential issues to Executive Management; GM.
• Adheres to all gaming laws and regulations.
• Maintains strict confidentiality in all departmental and company matters.
• Adhere to regulatory, departmental and Company policies in an ethical manner and require others to do the same.

Must be able to work a flexible schedule as required by business operations, including nights, weekends, and holidays; shifts may change based on business needs.

Performs other duties as assigned.

ESSENTIAL PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: Must be able to bend, kneel, stretch, push, pull and lift 40lbs. Must be able to remain on their feet for 8 hours a day.

Mental Demands: 

• Must be able to maintain professionalism during high-volume business.
• Must stay calm under pressure.
• Must present solutions based on facts not feeling, and present long-term solutions.
• Must have extreme attention to detail.

Work Environment:

• Must be able to work in a smoking environment.
• Must be able to work in a gaming environment with exposure to bright/flashing lights, crowds and above average noise levels.
• Must be able to work in varying temperatures.
• Must be able to work independently.

MINIMUM QUALIFICATIONS 

Experience/Education:

• High school Diploma or equivalent is required, college experience an asset
• Previous experience working in hospitality or direct facing customer service is required.
• Previous supervisor or manager experience is required

Knowledge:

• Familiarity with human resources best practices.
• Proficient in office software applications and competent computer skills.
• Knowledge of local attractions and amenities.

Other:

• Must be able to obtain and maintain a valid Level 2 Missouri Gaming License.
• Must be able to receive and maintain all required certification relating to the position.
• Must complete all required company training.