Management reserves the right to change the essential duties of this position description from time to time as necessary POSITION OVERVIEW: This position will supervise and lead hotel operations including housekeeping and front desk in a manner that meets or exceeds company standards for guest service and satisfaction, team member morale, business needs/demands, product quality, and quality assurance. The supervisor must also ensure the quality of service in all guest and team interactions in order to provide the highest level of guest satisfaction and guest retention. This leader will further ensure that the highest level of room cleanliness & service is consistently delivered in order to provide the best possible guest experience for all hotel guests. This position will emulate a positive, upbeat, and heartfelt demeanor in order to deliver memorable and rewarding experiences. This position ensures the confidentiality, security and accuracy of guest's and team member's records, and promotes positive guest and team member relations. Strong written and verbal communication skills are required and outstanding guest service to fellow team members, guests, vendors, etc. is expected. Regular attendance is required, and on occasion, later hours or weekend time may be required with project deadlines and a neat well-groomed professional appearance is essential at all times. SUPERVISORY RESPONSIBILITY: This position directly supervises assigned hotel team members. ESSENTIAL FUNCTIONS: The essential function of the Hotel Operations Supervisor includes but is not limited to:
- Supervise the hotel operations teams in onboarding, training, and assigning daily tasks.
- Provide an environment where motivated people want to join, learn, do their best, and advance.
- Understand any issues with each team member to provide coaching, retraining and communication of job expectations.
- Build strong relationships, and coordinate, with all other departments.
- Retain a diverse team of well-trained team members by modeling the way, empowering, sharing what you know, as well as coaching and counseling, throughout the employment lifecycle.
- Establish a high level of trust and mutual respect with team members to reduce turnover and build engagement and encourage growth and advancement.
- Communicate effectively and constantly while building team member skill sets, knowledge, and abilities. Be visible and available to all team members while maintaining an open-door policy.
- Ensure a positive environment with team members through the use of recognition and reward programs.
- Support, involve, and encourage Soaring Service meetings and events to encourage team member engagement.
- Issue room assignments to housekeeping team members, reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.
- Train team members and direct the work flow and processes of the Front Desk.
- Ensure team members have knowledge of hotel property, local attractions, and hours and operations of hotel outlets and services.
- Coordinate and ensure that all required certifications are met.
- Ensure compliance with accident/loss prevention programs, standard operating procedures, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.
- Maintain and supervise compliance and understanding of current SOPs
- Creating individual/ team goals ensuring that productivity meets guest and company expectations.
- Perform disciplinary actions and performance evaluations based on monitoring of guidelines set forth by policy and procedure.
- Creating weekly schedules based on business needs and team member requests
- Enter schedules, managing and monitoring attendance records in ADP and manually in the attendance tracking system.
- Respond to guest requests, concerns, and problems to ensure guest satisfaction.
- Investigate, report and record complaints, comments, and inappropriate or suspicious behavoir by team members or guests.
- Resolve all issues forwarded to hotel department.
- Maintain a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations including OSHA
- Supervise compliance with all legal regulations.
- Maintain and update all MSDS related materials to remain in compliance.
- Attend annual Bio-Hazzard training and certification. Supervise compliance within department.
- Review daily billing of individual guests, casino and AR accounts.
- Review night audit daily paper work.Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team/3rd party revenue group with regard to room type and length of stay pricing. Work with the hotel's property management system and reservation system to maximize revenue through occupancy and rate adjustments based on market conditions.
- Investigate, report and record complaints, comments, and inappropriate or suspicious behavior by staff or guests.
- Serve as a point of contact for escalated guest concerns and create solutions to problems.
- Attend all necessary meetings which request your presence for all hotel operations or casino requirements.
- Conduct random inspections of rooms to ensure they meet or exceed all standards of cleanliness.
- Oversee all hotel inventory counts and order supplies as necessary to maintain hotel room and laundry inventory.
- Maintain end of day paperwork and reports and submit to management as needed.
- Coordinate and arrange monthly/daily staff meetings as necessary for hotel operations as well as attending weekly management meetings to communicate information to all staff members.
- Attend quarterly supervisor meetings as well as all required leadership/development trainings and classes.
- Update job knowledge by participating in educational opportunities; reading professional publications;maintaining personal networks; participating in professional organization.
- Maintain a functional and safe hotel pool and spa by ensuring they are clean and maintained according to and above tribal health department and/or company standards.
- Perform other duties as assigned.
EDUCATIONAL REQUIREMENTS: A Bachelor's degree in Hospitality or related field, or a combination of equivalent education and experience will be considered. SKILL, KNOWLEDGE AND EXPERIENCE REQUIREMENTS: Qualified candidates must have a minimum of three (3) years of hotel and/or hospitality experience required and two (2) years prior experience in supervisory/management. Additionally, qualified candidates will have three (3) years of experience resolving guest and team complaints and issues. One year experience coaching and delivering coaching to team members is preferred. Candidate must be available to work all shifts and all days including weekends, overnights and holidays. Candidate must have the ability to obtain and retain a current Certified Pool Operators Certificate. Must have knowledge of State and Federal regulations in addition to Tribal regulations; requires good math skills, money handling skills, and excellent communication skills. Thriving in a fast-paced and stressful environment as well as balancing multiple priorities and deadlines with frequent interruptions is a must. Strong attention to detail, the ability to communicate effectively, and ability to lead are all a must. Need to have the ability to solve problems and find solutions under pressure and be able to work a flexible schedule including weekends and holidays. Must be a minimum of 21 years old and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. This person may regularly lift and/or move up to 75+ pounds. Specific vision abilities required by this position include close vision, distance vision, depth perception, and ability to adjust to focus. ENVIRONMENT: The environment characteristics describe here are representative of those a team member may encounter while performing the essential functions of the position. Primarily indoors and may be exposed to heavy smoke and fluctuations in temperature while in and around the Casino and/or Hotel. May also, from time-to-time be exposed to noise from slot machines, customers, music and public announcement system, as is common in a Casino and/or Hotel environment. Lucky Eagle Casino & Hotel operates in a 24/7 environment.