Under the direction of the Front Desk Manager, the Front Desk Supervisor is responsible for ensuring the Front Desk Team creates a pleasurable experience for all guests, prides itself on exceptional proactive service and unparalleled knowledge of property and services, and partners effectively with all other hotel departments to seamlessly cater to guest needs. The Front Desk Supervisor leads and guides their team to create unique memories, and maintain professional relationships with guests to enhance their overall experience, while following and meeting Service Excellence Standards. The Front Desk Supervisor assists in managing and supporting consistency of service and delivering results that contribute to the mission and overall success of the Hotel, including accomplishing performance objectives linked to improving customer service and the value of the Hotel’s products and services to its customers and clients.

Essential Duties & Responsibilities

1. Supervises the operation of Front Desk and provides support to Team Members as needed. Supervisor monitors daily performance of Front Desk Team Members to ensure duties are completed accurately, efficiently and timely. Oversees Hotel Front Desk  processes: ensuring rooms and services are correctly accounted for; provides direction to team members on cash handling, foreign currencies, credit cards and other forms of payment  in accordance with hotel credit and cash handling policies. Monitors and assists with work schedules and special assignments. Welcomes guests with friendly demeanor and ensures Team Members are following Yaamava’ Brand Service Standards. Demonstrates thorough knowledge of hotel information including but not limited to latest promotions, rates, products and availability.

2. Assists in training and communicating with team members on new processes, procedures, electronic or systems applications, and guest services. Leads team members to feel empowered to provide excellent service by addressing and resolving guest concerns with immediate and exemplary solutions. Ensures guest interactions are handled with the highest level of hospitality and professionalism, accommodating special requests whenever possible with sense of urgency. 

3. Compiles and reviews daily reports, audits and logs to measure quality of operation and escalate matters accordingly. Assists Front Desk Manager in identifying and recommending plans of action or solutions for Front Desk Team Members on Front Desk concerns.

4. Communicates and collaborates with all department leaders and team members to ensure guest experience is personalized and executed seamlessly.  Remains in open communication with VIP Services and Player Development to respond to guest reservation modifications and inquiries.  Assists Hotel Senior Management in communicating issues and problems in relation to guests, team members, safety, VIP Services and Player Development.  Safeguards confidential nature of guest, department, and enterprise data. 

5. Acts in accordance with policies and procedures when working with front of house equipment and property management systems and monitors proper usage by team members.  Reports all maintenance issues pertaining to facility via internal systems and ensures resolution.  Adheres to all health and safety policies and procedures set by the enterprise.

6. Performs other duties as assigned to support efficient operation of Department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise’s policies and applicable laws.   Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education/Experience/Qualifications

• Associate’s Degree from an accredited college or university in a related industry required.

• Three (3) years’ hotel experience as Front Desk Agent, Night Auditor or a Customer Service-related field is required.

• One (1) year experience in a role leading and coaching others to meet and exceed standards is preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Strong English skills, both oral and written required.

• Intermediate proficiency in Microsoft Office (PowerPoint, Word, Excel and Outlook) desired. Must have good mathematical and organizational skills.

• Must uphold and protect financial, private and confidential information at all times.

• Must have strong customer service, problem solving and communication skills.

• Must be able to deliver excellent service in sometimes tough situations and maintain composure under demanding settings.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• A qualified candidate/employee must have and maintain a valid driver’s license with an acceptable driving record as determined by the enterprise’s insurance carrier.

Yaamava’ Resort and Casino at San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!