Job Description

Job Summary:

The Front Office Supervisor manages daily front desk and night audit operations at The Landing Hotel and Rivers Casino Portsmouth to ensure seamless guest services, maximize revenue, and maintain brand standards. This role balances hands-on guest relations with team leadership, including hiring, training, scheduling, and performance management. The Supervisor collaborates with housekeeping and reservations to optimize occupancy, resolves complex guest complaints, and ensures strict adherence to cash-handling, safety, and quality assurance protocols.

Available Shifts:

• Day shift: 7:00AM–3:00PM
• Swing shift: 3:00PM-11:00PM
• Grave shift: 11:00PM-7:00AM

Supervisory Responsibilities:

• Yes. Will supervise Front Desk Representatives

Duties/Responsibilities:

• Continuously monitor and refine operational protocols for the front desk and night audit functions.
• Verify that all personnel undergo comprehensive training, encompassing safety mandates and standard operating procedures.
• Audit team member presentation to ensure strict compliance with established grooming and uniform standards.
• Maintain optimal staffing levels to meet daily operational requirements.
• Strategically manage occupancy rates and average daily rates to maximize organizational revenue.
• Oversee the efficient and punctual completion of all assigned tasks.
• Address and resolve patron grievances with urgency, ensuring appropriate follow-up and finality.
• Collaborate with Housekeeping and PBX/Reservations departments to enhance the collective guest experience.
• Manage telephonic inquiries using professional decorum, documenting and disseminating messages to patrons as required.
• Facilitate the secure receipt and distribution of guest mail, parcels, and facsimiles.
• Uphold rigorous standards of sanitation and organization within all designated work zones.
• Record staff attendance and document any instances of tardiness or unscheduled absences.
• Provide articulate direction to personnel through effective verbal and written communication.
• Extend immediate, sincere greetings to visitors, providing accurate details regarding facility amenities and local attractions.
• Administer professional registration and checkout services in strict alignment with property standards.
• Implement up-selling techniques during the registration process to optimize property yields.
• Allocate guest accommodations based on specific requirements, facilitating the coding of electronic keys and provision of welcome materials.
• Finalize guest ledgers upon departure, exercising authorized discretion to resolve billing disputes effectively.
• Execute precise fiscal management of guest accounts and receipts, ensuring accurate documentation for internal records.
• Advocate for The Landing Hotel and integrated marketing initiatives to all patrons.
• Maintain the physical stamina required for sustained mobility throughout the front office environment.
• Serve as a professional exemplar, maintaining composure and decisiveness during high-activity periods or emergencies.
• Apply sound judgment to adapt operational approaches when managing unique or complex situations.
• Foster interdepartmental synergy and teamwork through consistent daily dialogue.
• Uphold all quality assurance benchmarks and specific hotel rating criteria.
• Conduct thorough shift transition procedures, briefing leadership on outstanding guest issues requiring further oversight.
• Execute additional responsibilities as directed, including concierge support and property orientations.
• All other duties as assigned

Minimum Education and Experience Requirements:

• A high school diploma or equivalent is required.
• Two to Five years of professional experience within the hospitality sector or a related field is preferred.

Knowledge, Skills, and Abilities:

• Demonstrate exceptional interpersonal and communication competencies, both verbal and written, to interact effectively with patrons and personnel.
• Maintain unwavering professionalism and stress tolerance while engaging with the public in high-volume, accelerated environments.
• Exhibit robust leadership, planning, and prioritization abilities to manage multiple concurrent objectives.
• Uphold a comprehensive proficiency in property management systems, CRM, player tracking, and fiscal monitoring tools in accordance with regulatory mandates and corporate policy.
• Resolve operational complications with decisiveness and punctuality, determining when departmental leadership oversight is necessary.
• Master and retain complex technical knowledge regarding software suites, including Microsoft Office and Google Workspace, alongside casino management platforms.
• Communicate with articulation and decorum in spoken English to facilitate guest inquiries and staff coordination.
• Administer fiscal transactions and point-of-sale operations with precision and security.
• Successfully complete all pre-employment screening protocols.
• Maintain availability for flexible scheduling, encompassing nocturnal shifts, weekends, holidays, and promotional events.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by jurisdiction(s).

Physical Requirements:

• Maintain the physical stamina required for sustained stationary positioning and frequent mobility throughout the facility to assist team members.
• Tolerate consistent exposure to environmental factors, including moderate noise levels and secondary smoke.
• Execute physical requirements including bending, reaching, and lifting or maneuvering objects weighing up to 50 lbs.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.