Front Desk Supervisor

$35,797 - $50,211/Yr

FireKeepers Casino Battle Creek - Battle Creek, MI

Full-time - Entry Level

Battle Creek, MI

About the position

The Front Desk Supervisor is responsible for managing the daily operations of the front desk at FireKeepers Casino Hotel, ensuring guest satisfaction and overseeing the performance of front desk staff. This role involves creating a welcoming and efficient environment for guests while adhering to hotel standards and policies. The supervisor will also handle guest complaints, train staff, and maintain accurate records of guest accounts and transactions.

Responsibilities

• Manage daily operations of the front desk and ensure guest satisfaction.
• Oversee the performance and work product of front desk staff, including Front Desk Agents and Bell Staff.
• Design guest recovery methods to address dissatisfaction and empower staff to assist in guest complaints.
• Gain and maintain knowledge of computer systems such as Opera, HotSOS, Patron Management, and Saflok.
• Establish rapport with guests and anticipate their needs to enhance service delivery.
• Input and access data accurately in computer systems, ensuring attention to detail and follow-through.
• Work effectively with other departments, including Valet, Facilities, Housekeeping, and Security.
• Adhere to cashiering and money handling procedures, ensuring accuracy in guest accounts and cash management.
• Ensure compliance with hotel policies, procedures, and standards by front desk staff.
• Perform all duties of Bell Staff and Front Desk Agents as needed.
• Maintain guest security and confidentiality, following proper protocols.

Requirements

• High school diploma or GED required.
• Must be at least 21 years of age.
• Two years of direct guest service experience in a supervisory capacity, or one year of hotel front desk experience in a supervisory capacity, or three years of hotel front desk experience with at least one year at FireKeepers Casino Hotel.
• Proficient in Windows-based computers and general applications including Word, Excel, PowerPoint, and Outlook.
• Proven communication skills with guests, team members, and management.
• Ability to multi-task in a fast-paced environment.

Nice-to-haves

• Experience with Opera property management system.
• Experience with Saflok key systems.
• Three years of direct guest service experience in a non-supervisory capacity.
• Two years of Front Desk supervisory experience.
• Successful completion of FireKeepers Casino Hotel Track Training programs.

Benefits

• Competitive hourly wage ranging from $17.21 to $24.14.
• Full-time employment with potential for career advancement.