Ko-Pa Resort - Front Desk Supervisor

ENTERPRISE: WE-KO-PA CASINO RESORT

JOB TITLE: FRONT DESK SUPERVISOR

DEPARTMENT NAME: GUEST SERVICES

REPORTS TO: HOSPITALITY MANAGER

SALARY: DOE

POSITION STATUS: Regular Full-Time, FLSA EXEMPT

HOURS PER WEEK: 40

POSITION DESCRIPTION:

The Front Desk Supervisor will oversee the daily operations of the front desk at a luxury four-diamond resort, ensuring guest satisfaction by maintaining high service standards and resolving any issues. This role includes supervising the front desk staff, managing check-in/out processes, assisting with guest requests, and maintaining a welcoming and efficient environment in line with the resort's premium standards.

ESSENTIAL DUTIES:

This list of tasks is ILLUSTRATIVE ONLY and does not comprehensively list all functions and tasks performed by positions in this class.

Provide exceptional guest service to external and internal guests by maintaining and exhibiting the We-Ko-Pa Way: Smile and Greet, Name and Meet, Thank you, and Goodbye. Essential functions may include the following tasks: knowledge, skills, and other characteristics.

Ensure a seamless guest experience by overseeing front desk operations, including check-in/out, room assignments, and guest inquiries.

Manage and lead the front desk team, including training, scheduling, and performance evaluations, to maintain a high level of service.

Address and resolve guest concerns or complaints promptly and professionally, escalating issues when necessary.

Uphold the resort's standards for guest service, ensuring consistent delivery of four-diamond quality service.

Oversee guest billing, folio management, and accurate financial transactions at the front desk.

Liaise between departments (Housekeeping, Engineering, Concierge, etc.) to ensure smooth coordination and enhanced guest service.

Train new front desk associates on systems, procedures, and service standards, fostering a team-oriented environment.

Ensure compliance with health, safety, and legal standards at all times.

Utilize and oversee the property management system (PMS) for accurate guest information, bookings, and payment processing.

Assist in preparing and presenting operational reports to management, including guest feedback, performance metrics, and front desk productivity.

MINIMUM QUALIFICATIONS:

Experience: 2-3 years in a front desk or supervisory role in a luxury hotel or resort environment. Four-diamond experience preferred.

Education: Degree in hospitality management or a related field preferred, or equivalent work experience.

Strong leadership and organizational skills.

Excellent communication and interpersonal skills.

Proficient in hotel property management systems (e.g., Agilyss, Opera, PMS).

Ability to multitask and remain calm under pressure.

Strong problem-solving and decision-making abilities.

Availability: Must be available to work flexible hours, including weekends and holidays.

Must pass a pre-employment drug test.