SUPERVISOR - FRONT DESK - Seminole Gaming

Overview

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at  Seminole Casino Brighton  can feel more like play than work. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits and a great work environment. If you're ready to join a stellar team full of tastemakers and trendsetters who stand out from the average resort crew, apply today.

Seminole Casino Brighton is a 27,000-square-foot casino with 400+ slot and gaming machines, Table Games, and high-stake bingo seats, with full-service restaurant and lounge. Its warm and friendly staff, ultra-modern air-conditioning system, clean atmosphere, and rewarding casino promotions are a welcome alternative to big city gaming.

OUR COMMITMENT TO SERVICE:

We don’t have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current and future Guests.

Responsibilities

The Front Office Supervisor assists the Front Office Manager in all duties of the front office operation, including management of the front desk, training and employee development, delivery of quality customer service, and resolution of guest issues, while maximizing room revenue and occupancy.

ESSENTIAL JOB FUNCTIONS:

May include but are not limited to:

• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
• Follow through with direction of Front Office Manager in all department operations. Maintain regular presence throughout the department. 
• Ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Communicate with Front Office Manager to ensure guest room standards are effectively maintained.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Be aware of all scheduled daily group activities and names and locations of meeting/banquet rooms.
• Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status.
• Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Assist in the develop and implement strategies to retain staff.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Attend and participate in regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Seminole Gaming brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues in accordance with established guidelines from Management.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence at Front Desk during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Maintain confidentiality of guest, employee, and company information. 
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Other duties as assigned.

Qualifications

• 3+ years’ experience in hospitality Room Division. Luxury hotel experience preferred. 
• Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

 SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.
• Must be 18 years of age or older.

• Must adhere to the Seminole Tribe's policies and procedures. 
• This position requires a flexible schedule, including nights, weekends, and holidays.

WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to; use hands, reach with hands and arms, frequently lift up to 50 pounds, talk and hear. Also required are frequent, standing, walking, stooping, bending, reaching, climbing steps and sitting. Specific vision abilities required by this job include close, distance, color, and peripheral vision.

May be exposed to casino related environmental factors including, but not limited to, second hand smoke and excessive noise.

CLOSING:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and

Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen

For a listing of all opportunities at Seminole Gaming, please go to www.gotoworkhappy.com.

Disclaimer While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).