GENERAL SUMMARY

The Hotel Operations Supervisor is responsible for assisting the hotel team with the day-to-day front desk operations.

CORE SCOPE OF POSITION

* Assists the leadership team in overseeing the day-to-day hotel operations in the assigned area.

* Guides and directs hotel team members to ensure all service requirements are understood and met.

* Schedule team members to ensure all areas and shifts are adequately covered.

* Provides cross-training of team members for all shift-related duties and responsibilities.

* Provides coaching, monitoring, and disciplining of team members when team members job performance are not up to par.

* Evaluates and monitors team member performance on an ongoing basis.

* Develops, evaluates and recommends team members for promotions.

* Participates in the recruitment of all hotel positions, making hiring decisions.

* Administers, enforces, and ensures that all team member policies and all company policies, procedures, rules and regulations are followed.

* Establishes and maintains effective channels of communication with team members and guests.

* Assists in managing hotel reservation/inventory system such as Global Distribution System as well as loading and maintaining rates and information in the designated system.

* Monitors random calls coming to the enterprise to ensure goals and objectives are met, making sure guests receive the correct information, measuring the length of call and conversation.

* Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the hotel policies and procedures. 

* Performs other duties as assigned.

LEADERSHIP

* Is a role model of the Viejas’s service culture.

* Leads by example and creates strong morale and engagement in his/her team.

* Communicates company and departmental goals and fosters open communication across the department.

* Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.

* Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

* Interacts with internal and external guests with a positive attitude and professionalism at all times.

* Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.

SUPERVISION

* Provide direct supervision of team members in the assigned area of hotel operations.

EDUCATION/CERTIFICATION

* High school diploma or equivalent required.

EXPERIENCE

* Minimum 2 years of experience in hospitality.

* 1 year in supervisory role is a plus.