Front Office Supervisor

Core Responsibilities:•Resolve customer complaints or answer customers' questions regarding policies and procedures.•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.•Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.•Implement corporate or departmental policies, procedures, and service standards in conjunction with management.•Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.•Train or instruct employees in job duties or company policies or arrange for training to be provided.•Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.•Interpret and communicate work procedures and company policies to staff.•Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.•Maintain records pertaining to inventory, personnel, orders, and supplies.•Compute figures such as balances, totals, or commissions.•With direction of the Front Desk Manager assist in the development or updating of procedures or policies.•Make recommendations to management concerning such issues as staffing decisions or procedural changes.•Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.•Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.•Monitor inventory levels and requisition or purchase supplies as needed.•Arrange for necessary maintenance or repair work.•Familiar with all hours of operation for hotel outlets and their functions.•Follow and enforce all hotel and department rules and regulations.•Attend Staff Meetings, Rooms Meetings, and or Safety meetings in the absence of a manager.•Must Role Model Company guest service program.•Other duties as assigned.

Qualifications/Requirements:•High school diploma or equivalency degree preferred.•2 + years of experience in Hospitality•Computer literate in MS Office programs; some experience with property management systems preferred.•Must be able to type proficiently.•Must be fluent in English language both verbal and written.•Must be able to obtain a New York State Gaming License.

Other:•Organization is key and following a systematic method of performing a task.•Ability to take care of the customers’ needs while following company procedures.•Ability to communicate in writing clearly and concisely.•Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas•Weekends, Holidays and swing shift work may be required