Summary

The Resort Services Supervisor provides support, knowledge, and assistance in support of the Front Office Manager. Hold responsibility for accuracy and completeness of work of the Front Desk, including tracking staffing requirements, leading by example and the hotel liaison between the guest and management for customer service issues. Represent the Hotel management in the absence of the Front Office Manger and his/her duties.

Essential Duties And Responsibilities Include

• The Resort Service Supervisor provides quality customer service and a positive first impression in fulfilling the needs of guest in all aspects of this Casino/Golf/Resort.
• Develop a strong working knowledge of Casino / Hotel policies and programs to further educate staff and inform guests. Be informed of current events and organizations and functions.
• Must have excellent computer and organization skills, attention to detail and able to multitask.
• Must be well spoken, self confident and have a strong command of the English language.
• Accurately manage, create or modify guest reservations to fit the needs of the guest and hotel.
• Lead by example, hold accountable to the policies and procedure set forth by FSRC.
• Be able to objectively listen to staff concerns and challenges and problem solve.
• Resolve guest billing issues and disputes.
• Supply information to guests regarding on-site facilities. Aware of bulletins of upcoming events and groups.
• Assist in the training of new Front Desk Agents job duties and procedures.
• Attend and take notes at staff meetings.
• Represent the hotel on the highest level and give a knowledgeable tour of the facility to prospective clients in the absence of a Hotels Sales Representative.
• May be required to work overtime.

This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.

Supervisory Responsibilities                                            

This position does have supervisory responsibilities.

To perform this job successfully, The Resort Service Supervisor must be able to perform each individual job duty satisfactorily.  The following competencies are required.

• Customer Service – Fantasy Springs Resort Casino is an organization in the hospitality industry.  As such, the ability to conduct business in a positive and friendly manner – both with guests and staff and within negative situations – is a requirement of the position.

• Education – High School diploma or general education degree (GED) is required; or one to three years’ related experience and/or training; or equivalent combination of education and experience.
• Communication – The Resort Service Supervisor must be competent in oral and written communication and reading comprehension using the English language; bi-lingual ability in Spanish is a plus.
• Task management – Must be able to handle multiple tasks of varying priority and deadlines simultaneously.
• Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.
• Computer Skills – Proficient in the Microsoft Operating System, MS Word, Excel, and Outlook.
• Physical Demands – A Resort Service Supervisor is frequently required to stand for 8 hours or more, use hands to finger, handle, or feel, as well as speak and hear.  Employee may be required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl.  Employee must occasionally lift and/or move up to 25 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ethics – A Resort Service Supervisor must honor all applicable laws regarding discrimination prohibitions, such as but not limited to discriminations based on race, gender, sexual preference, age, nationality and creed.
• Organizational Support – Follows policies and procedures of the organization.  Performs job functions in a manner consistent with organizations goals and values.
• Dependability – Follows instructions, responds to management direction.  May be required to work overtime as needed.  Arrives at work and appointments consistently and on time.  Ensures work responsibilities are covered when absent.
• Health and Hygiene – Must be dressed in the appropriate uniform. Hair presented in a professional manner and free of any unpleasant odors.

Work Environment

Employees working the Casino or Bowling Center may be exposed to second-hand smoke and moderate levels of noise.